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Debt Service Manager

£32,532 - £35,169
37.5 hours PW 9am-5pm Monday-Friday
2 Upper Millgate, Rotherham, S60 1PF
Citizens Advice Rotherham
Job Reference:
Hours and Working Pattern:
Term of Employment:
5th July 2024

How to Apply

Follow the instruction on our website

Job Description

Purpose of Post
The Debt Service Manager will be responsible for the strategic oversight of our debt team, including monitoring funder relationships, service delivery management and direct line management for 5 debt caseworkers.

The Debt Service Manager will provide day-to-day technical debt support to the debt caseworkers and ensure the quality of advice given meets expected standards. They will ensure that all outcomes of the projects are being met in line with the mAPS project funding requirements and also be expected to oversee all aspects of the debt team’s ongoing development and learning needs, being a trusted and motivational leader.

Management (80%)
To manage the practicalities of debt advice provision on the MaPS project, including the delivery of agreed levels of service and the provision of adequate caseworker cover.
Monitor contract performance and individual staff targets.
To undertake independent file review’s (IFR), and provide feedback of outcomes to caseworkers through a formal or informal review.
Ensure you have provisions in place with another local Citizens Advice to complete your IFR every month and in return, complete 1 IFR for their office.
To review case records to ensure that the documentation of advice to clients is robust and evidenced and that all outcomes for clients are reported.
Ensure that all necessary weekly, monthly, quarterly and/or annual reports are produced and supplied to funders and the Director of Business Development.
To provide technical debt advice support and act as a sounding board for the debt caseworkers.
Monitor the quality of advice/information given to clients, taking action as appropriate, including providing feedback to caseworkers.
Ensure that appropriate systems to monitor performance and quality are developed and maintained.
Liaise with other Supervisors/Managers as necessary to ensure the smooth running of the whole service and that there is adequate staffing at all times.
Undertake monthly reviews with your staff and ensure that training needs are identified and appropriate plans are put in place to meet needs and keep a record.
Ensure that CARD policies and procedures are followed during advice sessions.
To identify areas for improvement and support the implementation of new ways of working to support improvements in service delivery.
To participate in recruitment and selection activities as delegated.

Casework (20%)
Keep up to date with policies, procedures and legislation relevant to the service and areas specific to the post's responsibilities.
Provide casework covering full ranges of debt issues and ensuring the team meets target.
Prioritise and balance your caseload, ensuring deadlines are met, and clients are kept informed throughout the advice process.
Ensure that all casework conforms to the bureau's Office Manual and the Advice Quality Standard and the MAPS Quality Mark.

Senior Management Team
Take an active part of the Senior Management Team, attending bi-monthly meetings and supporting the development work of the service.
Be a positive leadership role model within the service.

Training and development
Identify and meet your own individual training and development needs.
Work to maintain your own CPD and that of your team.

Other duties and responsibilities
Uphold the aims and principles of the Citizens Advice service and its equal opportunities policies.
Assist with research and campaigns work by providing information about clients' circumstances.
Promote the values of CARD - Generous, Innovative and Responsible.
Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.
Carry out such other tasks, which may be within the scope of the post, to ensure the effective delivery and development of the service.

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