CAP Central Caseworker
CAP Central Caseworker
Role Specification
This job description outlines the key accountabilities of, and output required from, the post holder. It is not a definitive list and the role may well change and evolve over time.
Department/team/location: CAP Central
Reports to: Regional Team Manager
Salary: £19,021.00
Other Benefits:
- Holiday – 33 days per year, including public holidays(Jan – Dec)
- Once evidence is displayed of independence with own workload Flexi time is available with the ability to build up to one extra day off per month – business needs permitting
- Various paid Revive Days (away days) throughout the year
- After satisfactory completion of probationary period CAP will contribute 5% to CAP’s own Pension Scheme.
Context of the job: CAP Central is one of CAP’s centralised debt counselling telephone based services. It exists to provide CAP’s full debt advice service to those clients visited by CAP Central partner Churches.
Main purpose of the job: To manage own portfolio of clients within CAP Central.
Key accountabilities:
- To set up new accounts for clients who are visited by CAP Debt Coaches
- To create a financial statement for each client, formulate and deliver the advice recommended
- To deal with client queries as they arise
- To proactively manage clients’ cases
- To liaise and work alongside with other Client Services departments: Creditor Liaison Unit, Insolvency and Client Support Unit.
- To communicate with the CAP debt coaches who visit the clients
Measurable outputs:
- Number of Financial Statements activated per month
- Number of Financial Statements created per month
- Time taken to activate a new case following referral
- Account retention (number of cases closed and transferred to Client Support Unit)
Other responsibilities include
- Being willing to pray with clients over the telephone
- Being happy to share Christian gospel with callers and lead clients in prayer of salvation if appropriate
Overall Charity Responsibilities
- To encourage friends, family and other contacts to support the charity through the Life Changer programme and other fundraising initiatives.
The above job description is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances.
Person Specification
Knowledge
- A good level of general education including GCSE or O’level Maths and English
Experience
- Administrative experience including telephone based customer service
- Experience of having to work using your own initiative
- Experience of working as part of a team
Skills/Abilities
- Clear verbal and written communication skills
- Ability to remain calm and professional when communicating in challenging situations
- Sincere acceptance and understanding of the Christian purpose of the Charity
- Ability to focus and prioritise time, tasks and attention in a pressured environment
- Excellent administration skills
- Logical, articulate approach to work
- Ability to work accurately and quickly whilst under pressure
- Competent user of computer and internet
- Comfortable around numbers and things financial
- A confident, quick learner with a capacity for large workloads
- Capable of maintaining own emotional well-being
Christian Commitment
- The candidate must be able to give both verbal assent to and practical demonstration of Christians Against Poverty’s Statement of Faith and Core Values
- Must be able to actively participate in prayer and worship, whether individual, small group or corporately, as an expression of own personal faith and in line with CAP’s Statement of Faith.
Other
- Must have flexibility to be able to attend residential staff conferences
- Comfortable in a “charismatic” Christian environment
Prepared by: Michael Tee – Client Services Manager
Last Updated: January 2012
Christians Against Poverty is an equal opportunities employer