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Staff Testimonials

Money Advice Caseworker

Working in the charity can be challenging but very rewarding.  Here’s what Julie has to say about her role as a Money Advice Worker.

How I got into a career as a Money Advice Worker

I have always enjoyed helping people to try and improve their future and  was self employed as a Recruitment Manager/Adult Skills Tutor.   Being self-employed in the field that I was working in meant I had no work in December and January.  I rely on myself and could not afford to continue without  regular income to cover my living costs.

Prior to that role I was a careers advisor working in a ‘in work programme’ and had thoroughly enjoyed it as I was supporting unemployed people with challenges and getting them back into work as well as improving the quality of their lives.  I have always found that I thrive when I am in a position of supporting people and having an impact on their lives.

So when I found the advert for a Trainee Money Advice Caseworker with Citizens Advice, reading the job description, I found that I matched with what they were looking for.  Although I had no money advice skills, I had got:

  • the skills and abilities to speak to individuals
  • excellent listening skills and empathy towards people 

I completed the application form with interest and found that I really hoped to be offered a position.  I was so excited to be offered an interview but was also very nervous and not sure what to expect.  When I got a call from the manager offering me the position I was absolutely delighted and keen to start.

My Typical day consists of

Speaking to clients to discuss their debt issues

Giving advice and guidance and so that they know the options that available to them

Completing letters that detail the advice given 

Downloading fact sheets for clients

Signposting/referring clients to other organisations

Completing relevant forms including ones for court

Contacting and speaking to creditors, enforcement agents, landlords, local authorities to name but a few…

Completing Casebook (database system) client records checking open cases, keeping them up to date and when closing them

Going through the clients income/expenditure, listing their debts and account numbers and creating budget sheets and financial statements

Deal with emergency clients and enquiries

What I find challenging about the role

Learning all the different aspects of guidance and training

Every day is different

It can be frustrating at times but it is also rewarding

Writing to creditors on behalf of clients

and what I find motivating is

Getting positive outcomes for clients

Ringing the clients to give them the news of the outcomes 

Having a good team to work with

Working for Citizens Advice as I feel that the company put me first as an employee and are very flexible and approachable.

Not being micromanaged. Being trusted and treated like an adult

Every day is different

Life skills – Personally bringing my own experience to hand

I am a real people person and thoroughly enjoy helping those less fortunate

My commitment and loyalty

Success for both me and the clients

Training opportunities

Promotion Opportunities