Money Advice Caseworker Job at Citizens Advice

New

Head of Debt & Money Advice

Based in the East End of London since 1884, Toynbee Hall is a charity working al...

Location

United Kingdom , London

Salary:

55000.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Significant experience (minimum 5 years) delivering and overseeing complex debt advice casework
Strong working knowledge of welfare benefits advice and its integration with debt advice and financial wellbeing support
Substantial experience in a senior leadership role within an advice service, managing multi-site or multi-programme delivery
Strong understanding of FCA regulatory requirements, MaPS quality frameworks, and relevant legislation
Experience of working within specialist delivery environments, such as criminal justice, health, or mental health settings
Proven experience of leading relationships with, and reporting to, funders, regulators, and external stakeholders
Experience working with organisations such as MaPS, Ministry of Justice, HMPPS, Insolvency Service, NHS partners, or equivalent
Strong experience in service planning, performance management, and resource allocation within complex services
Strong understanding of customer access models, including triage and referral pathways
Level 4 accreditation in debt advice (e.g. CertMAP) or equivalent

Job Responsibility

Provide strategic and operational leadership across Toynbee Hall's integrated financial advice services, ensuring alignment between debt advice, welfare benefits advice, and financial wellbeing provision
Lead and support Advice Managers, fostering collaboration, accountability, and professional development across multiple delivery areas
Ensure all services meet FCA regulatory requirements and funder standards, maintaining high levels of technical quality and consistency across programmes
Act as the senior escalation point for complex casework, creditor challenges, complaints, and high-risk decisions
Lead on relationships with key funders, regulators, and system partners, including MaPS, Ministry of Justice, HMPPS, Insolvency Service, Macmillan, NHS Trusts, and delivery partners such as We Are Group
Work collaboratively with the Head of Partnerships to ensure consistency of delivery, standards, and performance across partner organisations
Work with the Head of Impact & Data to analyse service performance data and implement continuous improvement actions based on insight and learning
Work with the Research & Policy team to contribute to policy development, service design, and innovation across financial advice services
Represent Toynbee Hall in regional and national forums, working groups, and partnerships
Ensure compliance with safeguarding, data protection, and equality legislation

What we offer

25 days of annual leave, plus 3 additional days for our Christmas shutdown (on top of bank holidays)
After 2 years: +3 extra days of leave
After 3 years: +1 additional day
After 5 years: A total of 30 days annual leave, plus the 3-day Christmas shutdown
Standard Life Pension Scheme – Employer contribution: 4%, Employee contribution: 5%
Enhanced Sick Pay
Enhanced Maternity & Paternity Leave
Employee Eyecare Vouchers
Employee Assistance Programme
Mental Health First Aid

Fulltime

Video Debt Advisor

Based in the East End of London since 1884, Toynbee Hall is a charity working al...

Location

United Kingdom

Salary:

33450.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Hold a valid Money Advice Service accredited qualification in debt advice to level three or higher
Minimum 2 years of debt advice
Proven record of good quality debt advice
Provided casework support
Experience in a client-facing service environment
CMS experience (Advice Pro preferable)
Strong IT knowledge
Clear communication skills and a strong command of the English language, oral and written
Ability to communicate with internal and external stakeholders
Advocacy skills: Awareness of and ability to understand and empathise with clients from a diverse range of backgrounds and disadvantaged groups living in the community

Job Responsibility

Provide over-indebted clients with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances
Maintain detailed case records
Keep up to date with legislation, policies and procedures and undertake appropriate training

Fulltime

Administrative officer

Administrative Officers are assigned to teams to carry out a variety of general ...

Location

United Kingdom , Bradford

Salary:

Not provided

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

5 GCSE passes (or equivalent) grades A*-C
NVQ Business Administration level II
Administrative experience
Relevant computer skills to undertake the level of work required

Job Responsibility

Preparing papers and files for court, tribunals, hearings and meetings
Producing court/tribunal documents
General photocopying and filing
Creating and updating records on in-house computer system and data input
Post opening and dispatch
Booking, preparing and organising meeting rooms, supporting training courses and other group activities
Preparing meeting agenda, joining instructions, handouts etc
Drafting standard letters and correspondence, minutes, notes, reports, submissions etc, according to guidelines and instructions
Clerking civil and family courts, tribunals and hearings, ensuring papers and materials are available and up to date
Assisting court users, supporting listing and rota management, checking files

What we offer

Paid Holidays
Pension

Fulltime

Admin officer

Administrative Officers are assigned to teams to carry out a variety of general ...

Location

United Kingdom , Bradford

Salary:

Not provided

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

5 GCSE passes (or equivalent) grades A*-C
NVQ Business Administration level II
Administrative experience
Relevant computer skills to undertake the level of work required

Job Responsibility

Preparing papers and files for court, tribunals, hearings and meetings
Producing court/tribunal documents
General photocopying and filing
Creating and updating records on in-house computer system and data input
Post opening and dispatch
Booking, preparing and organising meeting rooms, supporting training courses and other group activities
Preparing meeting agenda, joining instructions, handouts etc
Drafting standard letters and correspondence, minutes, notes, reports, submissions etc, according to guidelines and instructions
Clerking civil and family courts, tribunals and hearings, ensuring papers and materials are available and up to date
Assisting court users, supporting listing and rota management, checking files

What we offer

Paid Holidays and Pension

Fulltime

Admin officer

Good administrative staff with excellent customer service skills are vital to th...

Location

United Kingdom , Kingston, Outer London

Salary:

15.00 - 15.59 GBP / Hour

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

5 GCSE passes (or equivalent) grades A*-C
NVQ Business Administration level II
Administrative experience
Relevant computer skills to undertake the level of work required

Job Responsibility

Preparing papers and files for court, tribunals, hearings and meetings
Producing court/tribunal documents
General photocopying and filing
Creating and updating records on in-house computer system and data input
Post opening and dispatch
Booking, preparing and organising meeting rooms, supporting training courses and other group activities
Preparing meeting agenda, joining instructions, handouts etc
Drafting standard letters and correspondence, minutes, notes, reports, submissions etc, according to guidelines and instructions
Clerking civil and family courts, tribunals and hearings, ensuring papers and materials are available and up to date
Assisting court users, supporting listing and rota management, checking files

What we offer

Holiday and Pension

Fulltime

Quality and Complaints Manager

To act as the organisation’s lead professional for complaint handling and qualit...

Location

United Kingdom , London

Salary:

40508.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Hold a valid Money and Pension Service accredited qualification in debt advice
A minimum of two years’ full time (2,220 hours) or equivalent part-time experience of delivering debt advice
Demonstrates a strong understanding of advice areas, with particular expertise in FCA regulations, MaPS quality frameworks, and the Mental Health Crisis Breathing Space Regulation
Significant experience managing complaints and quality processes within a regulated advice
Proven experience in complaint resolution, creditor negotiation, and stakeholder management
Ability to analyse complex cases and identify systemic issues or risks
Experience developing and implementing service improvement plans
Excellent communication and influencing skills at all levels
Strong analytical, reporting, and decision-making ability
Ability to manage competing priorities and meet tight deadlines

Job Responsibility

Lead the end-to-end management of all client complaints, overseeing first-stage advice service resolutions and directly managing escalated complaints, while contributing regulatory insight to team discussions on MHCBS and Regulation 17 creditor challenges
Ensure timely, accurate, and fair resolution in accordance with FCA and MaPS complaint-handling procedures
Act as the organisational escalation point for complex or high-risk advice-related complaints, including cases involving direct client or creditor challenges under MHCBS and Regulation 17
Liaise with external stakeholders, creditors, and partners to resolve disputes and maintain strong working relationships
Maintain an accurate and auditable record of all complaints, decisions, and resolutions
Work with the Head of Quality and Compliance to monitor compliance with regulatory frameworks and internal policies
Conduct audits and case reviews to identify trends, risks, and opportunities for improvement
Support the design and implementation of quality-improvement plans, policies, and tools
Provide regular reporting to senior leadership, highlighting trends and risks across services
Translate insights from complaints and audits into practical service improvements

Fulltime

Administrative officer

Admin Officer - Bromley Magistrates. This is a temporary contract role until Sep...

Location

United Kingdom , Bromley, London

Salary:

15.59 GBP / Hour

Brook-St Hiredonline

Expiration Date

Until further notice

Requirements

5 GCSE passes (or equivalent) grades A*-C
NVQ Business Administration level II
Administrative experience
Relevant computer skills to undertake the level of work required

Job Responsibility

Preparing papers and files for court, tribunals, hearings and meetings
Producing court/tribunal documents
General photocopying and filing
Creating and updating records on in-house computer system and data input
Post opening and dispatch
Booking, preparing and organising meeting rooms, supporting training courses and other group activities
Preparing meeting agenda, joining instructions, handouts etc
Drafting standard letters and correspondence, minutes, notes, reports, submissions etc, according to guidelines and instructions
Clerking civil and family courts, tribunals and hearings, ensuring papers and materials are available and up to date
Assisting court users, supporting listing and rota management, checking files

What we offer

Holiday
Pension

Fulltime

Senior Compliance Manager & MLRO

As Senior Compliance Manager & MLRO, you will be Airwallex’s key FCC lead for Ne...

Location

New Zealand , Auckland

Salary:

Not provided

Airwallex

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in Law, Finance, Business or a related field
8+ years of financial crime compliance experience in a financial institution or payment services / fintech environment
Demonstrated auditing or assurance background and prior experience interacting with regulators, ideally including the Department of Internal Affairs (DIA) or another New Zealand AML/CFT supervisor
In‑depth familiarity with New Zealand laws and regulations, particularly the Anti‑Money Laundering and Countering Financing of Terrorism Act 2009 and associated regulations and guidance
Hands‑on experience with STR and PTR investigation and filing, and with managing transaction monitoring and name‑screening escalations end‑to‑end
Strong stakeholder management skills, with the ability to credibly engage and challenge senior internal stakeholders and external partners while role‑modelling Airwallex values and behaviours
Excellent written and verbal communication skills in English, including the ability to draft clear regulatory submissions, board‑level materials and investigation narratives

Job Responsibility

Program leadership: Own and continuously develop the Financial Crime Compliance (FCC) framework for Airwallex’s New Zealand business, aligning it with the Airwallex global compliance framework and the requirements of the Anti‑Money Laundering and Countering Financing of Terrorism Act 2009 (AML/CFT Act) and related regulations
Regulatory liaison: Lead day-to-day management and execution of Airwallex’s AML/CFT regulatory interactions, examinations and ad‑hoc requests in New Zealand, including managing relationships with the DIA and any other relevant local authorities and industry bodies
STR/PTR oversight and BAU casework: Oversee and, where required, execute BAU financial crime activities, including enhanced due diligence (EDD) reviews, transaction monitoring escalations, name‑screening alert escalations, and the investigation and filing of Suspicious Transaction Reports (STRs) and Prescribed Transaction Reports (PTRs) in accordance with New Zealand requirements
Stakeholder management: Represent Airwallex with critical external stakeholders, including regulators, banking and payment partners, and other counterparties, ensuring consistent, transparent and well‑governed engagement on FCC matters
Advisory to the business: Provide clear, pragmatic FCC and AML/CFT advice to Commercial, Product, Operations, Legal and other teams on customers, products, features and go‑to‑market initiatives, helping to balance growth and risk in line with our global and local risk appetite
Reporting and governance: Develop and maintain regular FCC reporting to senior management and relevant governance bodies (e.g. local leadership, audit/risk committees and the Board as appropriate), including key risk indicators, incident updates, remediation status and thematic insights
Audit, reviews and remediation: Coordinate responses to internal audits, independent reviews, regulatory inspections and self‑assessments related to AML/CFT and sanctions, ensuring issues are clearly owned, tracked and remediated within agreed timeframes
Internal controls and procedures: Lead the design, implementation and ongoing monitoring of internal FCC controls, including policies, standards, procedures and quality assurance over FCC Operations and Hub teams supporting New Zealand activity
Governance and oversight of operations: Provide robust oversight and challenge over the FCC Hub and Operations teams that support New Zealand (e.g. KYC, screening, transaction monitoring), ensuring procedures are fit‑for‑purpose for the New Zealand risk profile and regulatory obligations
Training and culture: Champion a strong compliance and conduct culture in New Zealand by driving targeted AML/CFT training, coaching and awareness initiatives for relevant teams, and by embedding FCC considerations into key business processes and decisions

Fulltime

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