Please note this role is 30 hours per week and is a six month temporary contract whilst the role is under review. The successful post holder will have the opportunity to shape the role going forward. We are actively interviewing for this role so please do apply as soon as possible. The role will close when we find the right candidate.
CAP celebrates the value of diversity and our aim is for our workforce to be as inclusive as possible as well as representing the communities we serve. With this in mind, we welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from candidates from black and ethnic minority backgrounds. We are committed to continue building an environment that embraces diversity and includes all.
Job Description
Context
CAP operates a growing and influential debt counselling arm and a Centre Network run via an Agency model. This brings definitive obligations with regards to government regulation and a requirement for good practice. This role sits within the Service Delivery Directorate as part of the Service Quality and Insight Team which also includes oversight of our quality assurance function and debt policy and research officers.
Purpose
The role of the Debt Centre Compliance Officer is to help ensure our Agents deliver excellent service to our clients whilst ensuring they and we meet all the compliance standards that are relevant to their work.
Passion
We are passionate about maintaining the high quality of our advice and service so our clients continually receive the very best service possible.
Reports to: Service Quality and Operational Insight Team Manager
Direct Reports: none
Responsibilities
- To ensure all Debt Coaches are satisfactorily appointed as CAP Agents and a full and accurate record of all agents is maintained
- To ensure new Debt Coaches complete all aspects of their training and are signed-off within agreed timescales/deadlines, or receive additional training, or are removed as active agents
- Proactive management of agents and Area Partnership Managers to ensure completion of sign-off/training within timeframes set
- Responsible for ensuring a rolling audit of all existing Debt Coaches is completed to ensure third visits are being conducted correctly, and agree any appropriate follow up actions
- Taking the lead in recommending ongoing suitability of agents to continue in the role, or the action/process required to address issues that have been identified
- Taking any further resultant action (eg: re-sit, re-training, suspension/removal as agent) following assessments of Equip Stage 1 and Equip Stage 2 training.
- Create and mark the annual Agent Assessment, and any further resultant action
- To ensure the Agents Handbook and Debt Centre compliance policies remain up to date
- To undertake a monthly audit to ensure advice letters are printed for clients and Agent Monitoring Forms completed
- Ensure renewals of disclosure checks are submitted at appropriate time for all agents
- Liaise closely with Area Partnership Managers to ensure effective management of all agents and any issues that arise
- To provide advice and support to Debt Coaches, Area Partnership Managers, and other departments regarding regulatory or data protection issues when appropriate
- Carry out re-audits of budget visits audited by our Debt Centre Auditors to comply with our quality assurance processes.
Measurable Outputs
- All new CAP Agents appointed prior to the end of Equip Stage 2 training
- All new CAP Agents signed-off, re-trained, or removed within 15 months
- 85% of new CAP Agents to achieve sign-off within 12 months
- 20% of existing CAP Agents to have Budget Visit Audit completed each year
- Produce monthly report for Head of Policy and Compliance and leadership of Debt Help Service detailing progress on all Agents in their training year and ad hoc audit progress
- Agent Handbook regularly updated and ready for each new centre training
- Monthly advice letter and AMF audit completed by 5th of month
- Annual exam assessed, and feedback given, to agreed target timescale
Skills required
- Desire to continually improve the way we work and the ability to spot training needs/areas for improvement
- Able to hold a good balance between detail and the `big picture¿
- A passionate and upbeat person
- Approachable
- Excellent organisational skills
- A love for detail and excellence
- Good written and verbal communication skills.
- Ability to implement legislation and best practice in line with CAP¿s culture
- Ability to collaborate across teams and departments
- Confident computer user including google sheets, docs, and Gmail
- Ability to prioritise time, tasks and attention effectively
- Ability to work well as part of a team
- Ability to work using own initiative
- A high level of discretion
Experience
Essential
- Administrative experience (min 2 years)
- Record keeping experience (min 2 years)
- Experience of having to work using your own initiative (min 2 years)
Desirable
- At least one years experience in debt advice casework or equivalent finance/regulated role
Educational requirements
A level education or equivalent
Rewards and wellbeing
CAP offer a generous Rewards & Well-being package, including:
- 6.5% employer pension contribution
- 34 days annual holiday (including flexible bank holidays)
- 1 additional days holiday for each full year of service (up to a max of 5 additional days)
- 2 paid Mental Health days and up to 5 days Family Emergency leave per year
- Paid ‘Revive’ days to take time out with your team during the year
- Enhanced paid sickness, maternity, paternity and adoption leave
- Access to Employer Assistance Programme
- Gym membership discount
- Hybrid working
- Flexitime from day one (start/finish earlier or later in the day, accrue extra time off & achieve that work/life balance)
plus many more! (see the rewards brochure below under ‘related documents’ for further information and pro-rata details for part time employees)
Genuine occupational requirements
Under the 2010 Equality Act, schedule 9, we have a genuine occupational requirement for all employees and volunteers to be practising Christians.
For further information, please contact the People & Culture team on 01274 760720 (option 6) or email [email protected].
Information on genuine occupational requirements.
Diversity and inclusion
CAP celebrates the value of diversity and our aim is for our workforce to be as inclusive as possible as well as representing the communities we serve. With this in mind, we welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from candidates from black and ethnic minority backgrounds. We are committed to continue building an environment that embraces diversity and includes all.
Safeguarding
All adults working in, or on behalf of the CAP have a responsibility to safeguard and promote the welfare of children and adults. This includes a responsibility to ensure a safe environment in which CAP Services can be delivered, and identify children and adults where there may be safeguarding concerns and to follow the CAP Safeguarding Policy in addressing any concerns appropriately.
