Money Adviser

Thank you for your interest in working at Citizens Advice Runnymede and Spelthorne (CARS). We are excited to have been granted 4-year funding from the National Lottery Community Fund to set up and run a money advice hub from our offices.

This job pack should give you everything you need to know to apply for this role and what it means to work at Citizens Advice Runnymede and Spelthorne.

In this pack you’ll find:

The purpose of the role

Our Values

Overview of the of the Citizens Advice service

About Citizens Advice Runnymede and Spelthorne

The role profile and person specification

After reading this job pack, if you would like to proceed with an application please email recruitment@randscab.org.uk. You will be asked to complete a Personal Statement detailing how your skills and experience fit each of the Person Specification Criteria outlined in this job profile by 19th March 2025.

If you do not hear from us within 2 weeks of the closing date this means your application has not been successful on this occasion. 

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds. Members of the recruitment panel will consider information you provide against the person specification for the role to decide whether you will be shortlisted for an interview.

Purpose of the role

To deliver advice by telephone and face to face to residents of Surrey providing comprehensive and full range of money/debt advice in line with Financial Conduct Authority regulation and Debt Advice Quality Framework.

To deliver money advice support across Citizens Advice Runnymede and Spelthorne (CARS) staff and volunteers.

To promote and develop good money/debt advice practice within CARS.

To promote and deliver the money advice service of the organisation by attending outreach locations and clients’ homes where required.

Our values

We’re inventive. We’re not afraid of trying new things and learn by getting things wrong. We question every idea to make it better and we change when things aren’t working.

We’re generous. We work together, sharing knowledge and experience to solve problems. We tell it like it is and respect everyone.

We’re responsible. We do what we say we’ll do and keep our promises. We remember that we work for a charity and use our resources effectively.

3 things you should know about us

1. We’re local and we’re national. We have 6 national offices and offer direct support to people in 279 independent local Citizens Advice services across England and Wales.

2. We’re here for everyone. Our advice helps people solve problems and our advocacy helps fix problems in society. Whatever the problem, we won’t turn people away.

3. We’re listened to - and we make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.

Overview of the Citizens Advice service

The Citizens Advice service is made up of Citizens Advice - the national charity - and a network of around 300 local Citizens Advice members.

This role sits within our network of independent charities, delivering services from

● over 600 local Citizens Advice outlets

● over 1,800 community centres, GPs’ surgeries and prisons

They do this with:  

● 6,500 local staff

● over 23,000 trained volunteers

Our reach means 99% of people in England and Wales can access a local Citizens Advice within a 30-minute drive of where they live.

Citizens Advice Runnymede and Spelthorne (CARS)

Citizens Advice Runnymede and Spelthorne is a registered charity and a member of Citizens Advice. Our office helps over 7,000 people every year with over 20,000 issues including housing, debt, benefits and employment. Our services are funded by local and national contracts and grants, and we work with a range of stakeholders including local authorities, NHS and Foodbanks. We are an expanding local charity with 17 staff members working alongside 40 volunteers to provide advice across Runnymede and Spelthorne.

What we give our staff:

Fantastic opportunities to launch and develop careers in the voluntary sector developing a wealth of useful knowledge, skills and experience

An organisation that is committed to its employees, valuing their knowledge, well-being, creativity and flexibility

A pension scheme with an employer contribution of 5%

25 days holiday plus bank holidays

Flexible working

Telus Health access to free mental health and well-being support

A wide array of employee discounts with major retailers

Excellent opportunity for continual training that could lead to future opportunities

The opportunity to collaborate with a highly motivated, friendly team of colleagues

Role profile

Money Advice Delivery

Full time 37 hours per week, part time considered

Provide comprehensive debt/money advice in line with the Financial Conduct Authority regulations including the Consumer Duty, and Debt Advice Quality Framework

Provide advice in income maximisation, benefits, budgeting, financial capability and housing

Complete Debt Relief Orders on behalf of clients (if accredited)

Use your interpersonal skills to explore, listen and understand complex problems as they affect each individual and tailor approach to advice accordingly

Visit Outreach locations to deliver advice and if required clients’ homes

Provide a clear plan of action and follow-up on actions relating to cases as appropriate

Identify and escalate serious problems, including safeguarding, appropriately

Ability to work on own initiative as well as within a team

Support clients in via telephone and outreach venues

Commit to ongoing training/development

Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.

Maintain detailed case records for the purpose of continuity of advice, information retrieval, statistical monitoring and report preparation.

Complete the required training to comply with quality assurance processes

To carry out community outreach projects in the boroughs in which we work as required

Research and campaigns

Support our research and campaigns work through various channels including case studies, data collection and client consent

Assist with Research and campaigns work by providing information about clients’ circumstances through the appropriate channel

Keep up to date with research and campaign issues and ensure research and campaigns is promoted and integrated in a way relevant to the role

Professional development

Keep up to date with legislation, policies and procedures and undertake appropriate training

Keep up to date with Citizens Advice aims, principles and procedures and ensure these are followed

Read relevant publications

Attend relevant internal and external meetings as agreed with the line manager

Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate

Administration

Use telephony and IT equipment for multichannel delivery of advice services

Use IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production

Ensure that all work conforms to the organisation’s systems and procedures

Other duties and responsibilities

Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of CARS advice service

Attend events to promote the services of the organisation (out of office hours on occasion)

Abide by health and safety guidelines and share responsibility for own safety and that of colleagues

Create a positive working environment which equality and diversity are well managed, dignity at work is upheld and staff can do their best

Applying for this role

You should include:

CV

Personal Statement

Diversity Questionnaire

Top Tips to complete the application!

Please write a Personal Statement demonstrating how you meet the essential criteria listed in the Person Specification. Please outline any relevant experience or examples per criteria. When assessing applications, we make decisions based on the quality and relevance of the evidence you provide of how you meet the Person Specification.

You may wish to use the S.T.A.R. method when outlining how you meet our requirements:

● Specific – give a specific example

● Task – briefly describe the task/objective/problem

● Action – tell us what you did

● Results – describe what results were achieved

Person specification

Essential

Hold an up-to-date Generalist Adviser certificate (Citizens Advice or equivalent)

Proven ability to interview clients using sensitive listening and questioning skills to get to the root of issues and empower clients, whilst maintaining structure and control of meetings

Knowledge of multiple enquiry areas (ie debt, benefits, housing, employment, financial capability)

Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing

Ability to understand statistics and check accuracy of calculations

Ability to communicate effectively verbally and in writing

Ability to make use of telephony and IT systems to deliver service

Ability and willingness to work as part of a team

A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics

Ability to commit to and work with the aims, principles and policies of the Citizens Advice service

A good up to date understanding of equality and diversity and its application to the provision of advice

Ability to prioritise own work to meet deadlines and manage workload

Desirable

Accredited money/debt adviser (either Citizens Advice training, Wiser Adviser training or equivalent)

Appreciation of the local community and social challenges in the area

Other requirements

Car insurance that covers occasional business use

To take up this post you must have the right to work in the UK. Please note that Citizens Advice does not hold a sponsor licence and, therefore, cannot issue certificates of sponsorship under the points-based system.

Criminal Convictions

Having a criminal record will not necessarily bar you from working for Citizens Advice– much will depend on the type of job you have applied for and the background and circumstances of your offence.

For some posts, an offer of employment will be subject to a Disclosure and Barring Service (DBS) check. If this applies to the post for which you are applying, this will be noted in the application pack.

Please note in your Personal Statement whether you have you had any previous convictions not regarded as spent under the Rehabilitation of Offenders Act 1974. If so, please provide details of the offence and the date of conviction.