Citizens Advice Creditor Liaison Policy Officer
Please find in this document:
Terms and Conditions
Job title: Creditor Liaison Policy Officer
Date: March 2012
Fixed term contract until 31 May 2013
Proficient salary: Up to £34,031 plus £3,520 London Allowance
Reporting to: Head of Consumer Policy
Role purpose: To influence and improve practices which impact on
vulnerable consumers by working with the credit industry, the
wider creditor sector and free advice agencies.
To contribute to the development of social policy work related
to credit, mortgages, banking and debt within the CAB service
and other free advice agencies.
To promote Citizens Advice policies on banking, credit,
mortgages and debt to the financial services and creditor
To act as a central point of contact between the CAB service
and the wider creditor sector.
Key Elements/Tasks % time
1. Liaison with Liaise with individual banks, other creditors and debt 30
companies in the collection agencies using evidence from bureaux and
banking and free advice agencies to influence best practice
credit industry procedures that have a detrimental impact on
Work with the credit industry to develop strategies for
taking forward best practice in debt collection.
Develop and maintain effective relationships with policy
makers and key players in the credit industry in order to
influence policy and practice and achieve change.
Organise at least one event per year aimed at the
banking and financial services sector to discuss best
practice procedures or to promote the money work of
Citizens Advice Bureaux and the free advice sector.
Maintain knowledge and awareness of external policy
developments particularly related to the banking and
credit industry and maintain effective contacts with and
knowledge about the concerns or other organisations.
Help creditors understand the work and practices of the
free-to-client debt advice sector.
Represent Citizens Advice at relevant working groups
involving the credit industry and relevant policymakers.
Attend meetings of the Money Advice Liaison Group
and adviser/creditor discussion forums, where
Key Elements/Tasks % time
2. National policy Identify and analyse creditor and debt collection 20
work problems experienced by clients of bureaux and other
free advice agencies through analysis of evidence on a
rolling basis and individual surveys of bureaux and
other advice agencies and their clients.
Promote Citizens Advice policy in order to achieve
change, representing Citizens Advice to a wide variety
of external bodies and key players and by a variety of
Identify and take opportunities for promoting Citizens
Advice policy concerns.
Form effective alliances and work with other
organisations where it is in the best interests of clients
and Citizens Advice policy to do so.
3. Production of Produce high quality, high impact, best practice guides 20
reports, briefings on credit, debt collection, banking and financial
and responses to services.
papers Produce high quality, high impact, briefings and reports
for a variety of internal and external audiences,
including senior managers, Directors and Trustees.
Draft responses to appropriate external consultation
Contribute articles to Evidence journal as required.
Key Elements/Tasks % time
4. Development Provide regular contributions to the Social Policy 10
of social policy Bulletin, Arian, IMA News and CAB Money.
and debt advice
within the CAB Attend regular meetings of Regional Social Policy and
service and other Money Advice Groups to brief them on Citizens Advice
free advice policy work.
Liaise with representatives of other advice networks on
work with creditors.
Attend national liaison meetings of Area Team
Liaise with Specialist Support Officers - Money Advice
Team to inform groups of advisers about best practice
Use creditor feedback to contribute to the work of the
Money Advice Development Group.
Contribute to the planning and organisation of the
Annual Conference and organise meetings and events
at the Annual Conference aimed at promoting and
developing social policy and debt advice work within
5. Contribute to Contribute to planning of and participate in Citizens 5
the achievement Advice events designed to promote the CAB service.
objectives and Prepare reports on Citizens Advice policy for internal
corporate committees, Trustees and other groups as required by
objectives and senior managers.
planning Contribute to the development of statistical and case
recording methods within the CAB service.
Contribute to the development of corporate, divisional
and departmental business plans.
6. Equality and Ensure policy is developed which incorporates Citizens 5
diversity Advice equality and diversity policies and challenges
Keep informed about and maintain liaison with special
interest groups within the CAB service.
Key Elements/Tasks % time
7. Team working Attend and participate in departmental and Divisional 5
Maintain effective liaison with colleagues in Wales,
Scotland and Northern Ireland.
8. General Deputise for senior managers on request. 5
Supervise administrative staff and volunteers
undertaking specific tasks relating to policy projects.
1. Knowledge and understanding of current policy issues in the banking,
creditor and debt collection industries which affect UK consumers in
2. A sound understanding of the debt advice process and best practice in
face-to-face debt advice, as used by the free-to-client debt advice
3. Ability to plan and implement social policy which influences best
practice in the credit industry and financial services sector.
4. Ability to communicate clearly, concisely and persuasively both orally
and in writing, with a variety of audiences.
5. Proven ability to network proactively and promote collaboration.
6. Ability to undertake qualitative and quantitative research and policy
analysis and analyse, interpret and present statistical evidence.
7. Proven ability to use IT packages, including word processing,
spreadsheets and database packages and the ability to use email and
maintain an electronic diary.
8. Willingness and ability to undertake regular travel throughout the UK
and to work occasional unsocial hours, sometimes involving overnight
9. Good team working skills: Ability to work within and across other
10. Willingness to undertake radio and TV interviews.
11. Track record of commitment to equality and the positive value of
diversity and its application to the work of social policy.
12. Ability to commit to and work within the aims, principles and policies of
the CAB service.
TERMS AND CONDITIONS
1. PROFICIENT SALARY: Up to £34,031 plus £3,520 London
Appointment may be at an initial salary level (90 or 95% of the proficient
salary) or at the proficient salary, depending upon skills and abilities as
assessed during the recruitment process.
If you are a designated essential car user, you will receive an Essential Car
User Allowance payment in addition to your salary.
2. ANNUAL/TOTAL LEAVE
Annual leave is 26 days pro rata per annum from 1st January to 31st
December, plus 4 fixed days (normally over Christmas and New Year).
Additionally, there is Long Service Leave of 1-5 days after 3-7 years service.
3. PENSION SCHEME
Citizens Advice provides a Group Stakeholder scheme. Further details of this
scheme will be provided to the successful applicant at offer and contract
4. LEARNING AND DEVELOPMENT
Citizens Advice has a co-ordinated staff training and development strategy.
This will mean that training for your current job, and future career
developments relevant to Citizens Advice will be provided and you will be
encouraged to take an active role.
5. INTEREST FREE LOANS
Interest-free loans are available to purchase season tickets for travel, and for
career development purposes. If you are a designated essential car user,
interest-free car loans are also available.
6. SALARY SACRIFICE SCHEMES
Citizens Advice offers childcare vouchers and operates a Cycle to Work
scheme which provide a tax-efficient method for employees to pay for
childcare or purchase a bicycle for commuting to work.
7. REMOVAL AND RELOCATION EXPENSES
Individuals appointed to permanent posts (i.e. excluding fixed term contracts)
in Citizens Advice are eligible for reimbursement of up to £500 to cover costs
associated with relocation and removal. Please ask for a copy of the full policy
to check your eligibility.
8. CRIMINAL RECORDS BUREAU (CRB) CHECKS
Some Citizens Advice positions may require the successful candidate to
undergo a CRB check. Further details can be obtained by contacting Human
Resources on 0207 833 7021.
9. EQUALITY AND DIVERSITY
Citizens Advice recognises the positive value of diversity, promotes equality
and challenges unfair discrimination. We recognise people with different
backgrounds, skills, attitudes and experiences bring fresh ideas and
perceptions, and we wish to encourage and harness these differences to
make our services more relevant and approachable. Citizens Advice will not
discriminate or tolerate discriminatory behaviour on the grounds of race,
colour, sex, transgender, disability, nationality, national or ethnic origin,
religion or belief, marital/partnership or family status, sexual orientation, age,
social class, educational background, employment status, working pattern,
trade union membership or any other irrelevant factor in any aspect of
Our values include a commitment to equality and fairness, and to valuing each
other. All our employees are expected to have read and understood our
Equality and Diversity Policy and to ensure they behave in accordance with its
principles. Breaches of the policy may lead to disciplinary action.
10. DIGNITY AT WORK
Citizens Advice is committed to providing a culture in which all staff value
each other and are able to work together to their full potential in an inclusive
environment free from harassment, bullying and other unacceptable forms of
behaviour. Unacceptable behaviour in the workplace will be actively dealt
with, all complaints will be taken seriously, confidentiality will be respected
and victimisation of those that raise complaints will not be tolerated.
Our values include commitments to work together and value each other - all
our employees are expected to have read and understood our Dignity at Work
Policy and to ensure they behave in accordance with its principles. All staff
are responsible for helping to create and maintain a positive and inclusive
working environment free from bullying and harassment. All managers have a
particular responsibility for ensuring a supportive and inclusive working
environment in which dignity at work is actively promoted.
11. PROBATIONARY POLICY
New appointments are subject to a six months probationary period.
Performance is reviewed after three months and again after six months. At
the end of the probationary period the outcome of the assessment may be
confirmation of post; notice of dismissal; or at Citizens Advice’s discretion, an
extension of the probationary period by a further three months.
12. POLITICAL IMPARTIALITY
An important part of the principle of impartiality is that Citizens Advice staff are
seen to be upholding the principle of party political impartiality. To avoid
possible misunderstanding or possible conflicts of interest guidelines have
been established on staff taking part in party political activities. More
information on this and a copy of the guidelines is available from the HR
Division, telephone 0207 833 7021. If you currently hold, or are intending to
stand for local or national party political office, we will expect you to tell us
about this if shortlisted for interview.
London office – N1
14. EMPLOYMENT STATUS
Fixed term contract until 31 May 2013
Our roles are open to discussion about flexible working, which may include
arrangements such as part-time working, formalised flexitime, fixed (non-
standard) working hours, working from home and job-sharing.
16. HOME WORKING POLICY
If you are contracted to work from home, you will be required to provide a
suitable work area which is available for long term use and which can
accommodate a standard size workstation, plus any other work equipment
likely to be required to do your job.
17. HOURS OF WORK
36.25 hours per week
Citizens Advice is an operating name of The National Association of the
Citizens Advice Bureaux.