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Housing and Debt Telephone Caseworker (Legal Aid)
| Posting date: | 13 October 2025 |
|---|---|
| Salary: | £26,132 to £28,057 per year |
| Hours: | Full time |
| Closing date: | 12 November 2025 |
| Location: | Derby, Derbyshire |
| Remote working: | On-site only |
| Company: | Citizens Advice Mid Mercia |
| Job type: | Contract |
| Job reference: |
Summary
Do you have a passion for working in the heart of your local community and are driven by making a difference? Then Citizens Advice Mid Mercia is the organisation for you.
Our free and independent advice helps people solve problems in a confidential and impartial manner. Whatever the problem, we won’t turn people away. 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.
We are looking for a full-time (will consider part-time, by agreement) Housing and Debt Telephone Caseworker to join our Specialist Telephone Advice Service (Legal Aid).
You will be responsible for assisting with the development and delivery of the Telephone Advice Service (TAS) by assisting and acting on behalf of clients for housing, debt and welfare benefit matters. This role is office based at Derby in a department which is a target driven, performance-based project.
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
We are looking for someone who:
• Has excellent communication skills
• Can manage own time effectively with a keen eye for detail
• Can complete tasks to the highest quality
• Can monitor and maintain own standards ensuring work is accurate
Full training and support will be given to the successful candidate to enable them to carry out their role
Responsibilities / Key Tasks:
• Ensure that cases are opened and actioned in a swift time and manner according to the relevant KPI as advised by your line manager
• Maintain cases to a high standard on the case management system
• Meet deadlines and performance-based targets set by your line manager
• Assist the Housing supervisor and other team members as required
What we offer in return:
• 28 days entitlement plus bank holidays pro-rata
• Full advice training is offered to all members of staff regardless of role to Advice Quality Standard (AQS)
• Opportunities for further training and continuous professional development
• Internal progression opportunities
• Supportive environment
• Paid DBS application, where applicable
• 5% pension contributions
• 3 month’s full contractual pay for maternity, upon meeting qualifying criteria
We value the health & wellbeing of our teams, and this is very important to us. As such, we offer time out breaks and Telus Health Employee Assistance Programme for all staff and volunteers.
The essentials
• Salary: £26,132 to £28,057 per annum depending on experience
• Hours: 40 hrs/wk (will consider part-time, by agreement)
• Location: Marble Hall, Derby
• Contract: fixed-term until 31 August 2028
Please visit our website to find the full Job Description and Person Specifications for this role and a helpful Candidate Guide on our recruitment process - https://www.citizensadvicemidmercia.org.uk/vacancies
To apply - applications only via our website or
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
Closing Date: when a suitable candidate is found
Thank you for your interest in our vacancy. The above role is advertised on a rolling recruitment basis. We reserve the right to close the advert once a suitable candidate has been appointed. If you do not hear back from us within 15 working days, please assume that your application has been unsuccessful on this occasion. Please do not be discouraged from applying for other positions within our organisation.
We are a Disability Confident Employer
Citizens Advice Mid Mercia are an accredited (Level 1) Disability Confident employer, and values diversity and promotes equality. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We follow the social model of disability which believes that it is the barriers created by society which disable people. We will use reasonable adjustments wherever possible to remove those barriers.
Our free and independent advice helps people solve problems in a confidential and impartial manner. Whatever the problem, we won’t turn people away. 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.
We are looking for a full-time (will consider part-time, by agreement) Housing and Debt Telephone Caseworker to join our Specialist Telephone Advice Service (Legal Aid).
You will be responsible for assisting with the development and delivery of the Telephone Advice Service (TAS) by assisting and acting on behalf of clients for housing, debt and welfare benefit matters. This role is office based at Derby in a department which is a target driven, performance-based project.
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
We are looking for someone who:
• Has excellent communication skills
• Can manage own time effectively with a keen eye for detail
• Can complete tasks to the highest quality
• Can monitor and maintain own standards ensuring work is accurate
Full training and support will be given to the successful candidate to enable them to carry out their role
Responsibilities / Key Tasks:
• Ensure that cases are opened and actioned in a swift time and manner according to the relevant KPI as advised by your line manager
• Maintain cases to a high standard on the case management system
• Meet deadlines and performance-based targets set by your line manager
• Assist the Housing supervisor and other team members as required
What we offer in return:
• 28 days entitlement plus bank holidays pro-rata
• Full advice training is offered to all members of staff regardless of role to Advice Quality Standard (AQS)
• Opportunities for further training and continuous professional development
• Internal progression opportunities
• Supportive environment
• Paid DBS application, where applicable
• 5% pension contributions
• 3 month’s full contractual pay for maternity, upon meeting qualifying criteria
We value the health & wellbeing of our teams, and this is very important to us. As such, we offer time out breaks and Telus Health Employee Assistance Programme for all staff and volunteers.
The essentials
• Salary: £26,132 to £28,057 per annum depending on experience
• Hours: 40 hrs/wk (will consider part-time, by agreement)
• Location: Marble Hall, Derby
• Contract: fixed-term until 31 August 2028
Please visit our website to find the full Job Description and Person Specifications for this role and a helpful Candidate Guide on our recruitment process - https://www.citizensadvicemidmercia.org.uk/vacancies
To apply - applications only via our website or
apply here: https://www.citizensadvicemidmercia.org.uk/vacancies/camm-application-form/
Closing Date: when a suitable candidate is found
Thank you for your interest in our vacancy. The above role is advertised on a rolling recruitment basis. We reserve the right to close the advert once a suitable candidate has been appointed. If you do not hear back from us within 15 working days, please assume that your application has been unsuccessful on this occasion. Please do not be discouraged from applying for other positions within our organisation.
We are a Disability Confident Employer
Citizens Advice Mid Mercia are an accredited (Level 1) Disability Confident employer, and values diversity and promotes equality. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We follow the social model of disability which believes that it is the barriers created by society which disable people. We will use reasonable adjustments wherever possible to remove those barriers.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.