47 Advice jobs in the United Kingdom

Hours: Flexible 4-5 days per week

At Citizens Advice Westminster, you will be part of a mission-driven organisation that empowers local residents through expert advice, advocacy, and education. As an Advice Manager, you will play a pivotal role in shaping the delivery of high-quality, multi-channel advice services, assuring that the most vulnerable members of our community receive the support they need and when they need it the most.

Your work will directly contribute to improving lives across Westminster, helping clients navigate complex issues such as debt, housing, benefits, and immigration. You will be a trusted leader, technical expert, and mentor, driving excellence in service delivery and championing continuous improvement.

You will manage outreach sessions, supervise advisers, and take ownership of debt casework and technical quality. From coaching and mentoring to shaping service innovation.

You will manage your own team, oversee outreach sessions, and lead on debt casework with full responsibility for quality assurance, performance metrics, and client outcomes. As a specialist in debt supervision and casework, you will:

• Deliver expert advice to vulnerable clients
• Provide technical supervision and case checking to uphold AQS standards
• Lead training and coaching in debt-related areas
• Consult with partners and stakeholders to enhance service delivery
• Monitor and communicate key policy developments in the debt advice landscape

We offer more than a competitive salary and a fulfilling career in a values-led organisation. Our benefits include annual season ticket loans, career breaks, and a deep commitment to your ongoing development. Whether you are honing your expertise in casework or growing into a leadership role in policy and campaigning, you will find room to stretch and thrive.

You will be part of a warm, inclusive team culture where collaboration is encouraged, opinions are respected, and every voice matters. We also offer flexible working arrangements, including the opportunity to work from home several days a week.

If you are ready to be a part of this community organisation offering a vital service to people who need our help, then click Apply to find out more. Please note we expect employees to spend 50% to 60% of their working time at the office or in outreach location(s).

Citizens Advice Westminster value diversity, promote equality and challenge discrimination. We strongly encourage applicants from all parts of society and believe that diversity is what makes us the leaders in what we do. Please help us by completing the Diversity Monitoring Form .

This permanent position has a starting salary of £32,437 per annum based on 36 hours per week across 39 weeks per year (term-time only), pro-rata to £36,873.

We are excited to be hiring a new Exclusion Advice Officer to join our fantastic Surrey Attendance Service team based at Victoria Gate in Woking.

Our Offer to You:

• An extensive Employee Assistance Programme (EAP) to support health and wellbeing
• Up to 5 days of carer's leave per year
• Paternity, adoption and dependents leave
• A generous local government salary related pension
• Lifestyle discounts including gym, travel, shopping and many more
• 2 paid volunteering days per year
• Learning and development hub where you can access a wealth of resources

About the Role

The Surrey Attendance Service is responsible for carrying out the Local authority's statutory responsibilities as outlined in the DfE "working together to improve schools attendance guidance", alongside other legislation.

We work with colleagues in the Education & Lifelong Learning directorate, specifically alongside: Gypsy, Romany & Traveller support teams, the Courts team, SEND, Social Care, Children Not in School Services and with schools, to promote the importance of school attendance; supporting with strategies to improve the attendance of children and young people in Surrey. The Service consists of Attendance, Advice & Intervention Officers who bring a diverse range of experience to the team.

As an Exclusion Advice Officer, you will play a vital role in ensuring we meet our statutory responsibilities around exclusions. As part of this role, you will work closely with Headteachers and senior school leaders to identify and implement effective alternatives to permanent exclusion. You'll provide clear, accurate, and timely advice on the exclusion process, ensuring schools are well-supported in making informed decisions.

Equally as important; you'll guide and support families as they navigate the complexities of exclusion, helping them understand their rights and options every step of the way. Collaboration is key as you will work with a range of partners to ensure that children and young people in Surrey who are excluded, or at risk of exclusion, receive the support they need.

This is a highly varied role with key responsibilities including:

• Collaborate with Head Teachers and senior staff to explore alternatives to permanent exclusion
• Liaise with PRUs and other providers to ensure Day 6 provision is in place
• Provide clear, informed guidance on exclusion matters to Head Teachers, parents, carers, and governors
• Review Permanent Exclusion Packs for disciplinary hearings and present the local authority view
• Attend Independent Reviews as needed
• Support the Area Inclusion Manager with In Year Fair Access referrals and attend Fair Access Panels as required
• Stay updated on exclusion-related legislation and provide accurate advice to schools, families, and agencies
• Participate in multi-agency meetings to support inclusive education planning

This role is both challenging and deeply rewarding, giving you the chance to make a meaningful impact on the lives of children, young people, and families across Surrey.

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:

• Knowledge of DfE guidance on suspensions, exclusions and behaviour in schools
• Experience working with children and families
• Strong verbal and written communication with the ability to build strong working relationships with families and professionals
• Experience of working in collaboration with a range of internal and external services

Surrey has both urban and rural areas, and in this role you will be required to travel throughout the county. Therefore, candidates are required to have a valid driving licence to drive in the UK, access to a vehicle and be willing to travel across a wide geographical area. Reasonable adjustments where needed will be made for successful applicants who have a disability or long term health condition to enable them to fulfil the requirements of the job.

To apply, we request that you submit a CV and you will be asked the following 4 questions:

• Tell us about a time you applied your understanding of education-related legislation or statutory guidance to support a child, young person, or family. How did your knowledge inform your approach, and what impact did it have?
• Describe an experience where you supported a child or family through a challenging situation. What steps did you take to build trust and provide effective support?
• Give an example of how you've influenced others to take a particular course of action in a professional setting. What was the context, and how did you use your communication and interpersonal skills to achieve this?
• Describe a time when you worked collaboratively with professionals from different services or sectors. What was your role, and how did the partnership contribute to a positive outcome for the child or young person?

The job advert closes at 23:59 on 26th October 2025 with interviews to follow.

An enhanced DBS 'Disclosure and Barring Service' check for regulated activity (formerly known as CRB) and the Children's and Adults' Barred List checks will be required for this role.

We look forward to receiving your application, please click on the apply online button below to submit.

Local Government Reorganisation (LGR)

Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to new unitary councils in April 2027. Your role will transfer with current terms and conditions to one of these new councils, supporting local devolution and greater powers for our communities.

Our Commitment

We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum criteria, we guarantee you an interview.

Your skills and experience truly matter to us. From application to your first day, we're committed to supporting you with any adjustments you need, we value inclusion and warmly welcome you to join and help build a workplace where everyone belongs.

Salary

Varies

Location

Southampton

Workplace

Hybrid working

Contract

Permanent

Hours per week

Ideally 30 hours, but we can consider between 25 and 35 hours per week

Interviews will take place on 3 November 2025.

The Advice Team Manager will be responsible for the day-to-day support and line management of a team of advisers and caseworkers. This includes for example 1-2-1s, appraisals, mentoring, return to work interviews and generally ensuring that workers feel supported and enabled in their roles.

The post holder will also help to ensure that service delivery meets appropriate quality standards, and provide some duty supervisor cover on a Rota and 'as and when' basis. The post will suit someone who has an advice background, but is keen to use their skills in a management capacity.

This is a new role for us here at Citizens Advice Southampton. We are seeking to take some of the day-to-day pressures off our Service Manager, allowing him to focus on more strategic and developmental tasks.

We are a flexible, collaborative and supportive team, and the post holder will be able to make this role 'their own'.

This role is subject to a Basic DBS check which will be applied for when the role is offered and accepted.

We're looking for someone who has proven experience of supervising or line managing advisers and caseworkers, and who has a strong working knowledge of our main advice areas, such as benefits, debt, housing and employment.

You'll need to be a strong communicator with with the ability to motivate, support and challenge constructively.

We are expanding our housing team and are looking for two new Advise Caseworker to join

our advice team in West London – based in Hillingdon, Ealing and Kensington and Chelsea.

We are looking for people with at least 2 years’ experience as a caseworker, with direct

involvement in advising clients on housing issues including, possession proceedings,

homelessness eligibility and access to suitable accommodation.

We have a track record of trying new innovative ways of helping people in the current

housing crisis.

The right person will be looking to continually develop their skills, we will provide additional

training to help personal developments. You will be joining an exciting and dynamic housing

team.

To be successful you will need knowledge and experience of providing housing advice,

holding a caseload of around 60-80 clients, a drive to build your expertise, have the ability to

cope with high demand in a stressful environment and working well as team.

Nucleus Legal Advice Centre is an accredited Specialist Debt, Housing and Benefits advice

provider.

We offer generous terms and conditions including:

 35 hour week (excluding lunch)

A supportive learning environment

8 days annual leave (plus bank holidays)

ommitment to a work life balance

ome WFH

Person Specification: Housing Advice Caseworker

Knowledge:

• At least two year of experience providing specialist housing advice to tenants facing eviction or homelessness .
• Casework experience in possession proceedings and/or statutory homelessness cases .
• Strong understanding of housing law, tenancy rights, and homelessness legislation , including the ability to apply new legal developments to achieve positive outcomes for clients .
• Proficiency in using case management systems to record, track, and manage client cases efficiently.

Experience:

• Experience working in the not-for-profit and advice sector .
• Experience delivering advice services in a setting that includes both paid staff and volunteers .
• Experience using technology and digital tools to enhance service delivery, including case management systems and digital advice platforms .

Skills & Attributes:

• Strong analytical and problem-solving skills , with the ability to interpret legislation and provide practical, client-focused advice .
• Ability to use new legal developments to influence case outcomes and drive systemic change .
• Excellent oral and written communication skills , including the ability to produce clear, concise, and persuasive casework documentation .
• Strong IT skills , including proficiency in case management systems, Microsoft Office, and social media .
• Ability to work collaboratively within a team, consulting and contributing to decision-making in line with organizational values.
• Ability to work well under pressure , managing a demanding caseload with resilience and efficiency .
• A commitment to social justice and equal opportunities , aligning with the mission and values of the organization.
• Willingness to work flexibly , including outside regular office hours when required.

Self-sufficient in administrative tasks and case management

JOB PURPOSE

The Housing Advice Caseworker plays a vital role in preventing homelessness and ensuring individuals can secure and sustain suitable accommodation. By leveraging housing law, debt, and benefits expertise, this role supports individuals facing eviction, homelessness, or inadequate housing. The caseworker will ensure that clients receive timely and appropriate legal advice, empowering them to navigate housing systems effectively.

A key focus of this role is to maximize the impact of new legislation in improving housing security and reducing homelessness. The caseworker will guide clients and colleagues in understanding and utilizing legal protections and entitlements to drive systemic change and positive outcomes.

KEY RESPONSIBILITIES

Casework and Client Support

1. Provide specialist legal advice and casework on housing issues, including possession proceedings, eviction, and homelessness prevention.
2. Support clients in understanding their rights and responsibilities within the housing and welfare benefits system.
3. Represent clients in court and appeal tribunals where appropriate.
4. Ensure clients receive holistic support by working closely with debt and benefits teams to address related financial and legal challenges.
5. Triage housing-related enquiries to ensure cases are allocated to the appropriate specialist for effective resolution.
6. Assist clients in accessing housing solutions, including negotiating with landlords, local authorities, and support services.

Policy, Advocacy, and Systemic Change

1. Monitor and analyze changes in housing legislation and policies, ensuring best practice in legal advice and representation.
2. Use casework insights to contribute to policy research, reports, and advocacy efforts aimed at improving housing law and services.
3. Develop and maintain relationships with local and national policy bodies, advocating for legislative and procedural improvements in housing and homelessness prevention.

Collaboration and Stakeholder Engagement

1. Work collaboratively with statutory agencies, local authorities, and non-profit organizations to develop effective housing solutions.
2. Contribute to cross-team initiatives to tackle systemic housing issues and improve service delivery.
3. Participate in roundtable discussions, stakeholder meetings, and forums to influence housing policies and service improvements.

Training and Knowledge Sharing

1. Design and deliver training or briefing sessions to equip staff, volunteers, and external partners with up-to-date housing law knowledge.
2. Provide guidance and supervision to junior caseworkers and volunteers, ensuring high-quality service provision.

Data, Reporting, and Communications

1. Maintain accurate case records using Nucleus' case management systems, ensuring compliance with monitoring and evaluation frameworks.
2. Compile case studies, impact assessments, and reports for funders and stakeholders to demonstrate service effectiveness.
3. Contribute to the development of Nucleus’ website and communication materials, ensuring accessibility of housing advice and information.

Organizational Responsibilities

1. Work within Nucleus' mission, values, and strategic priorities, ensuring alignment with organizational goals.
2. Uphold the highest standards of confidentiality, equality, diversity, and inclusion in all aspects of work.
3. Attend staff meetings, training sessions, and supervision as required.
4. Be proactive and adaptable, working independently while contributing to a strong team environment.

We are expanding our housing team and are looking for two new Advise Caseworker to join

our advice team in West London – based in Hillingdon, Ealing and Kensington and Chelsea.

We are looking for people with at least 2 years’ experience as a caseworker, with direct

involvement in advising clients on housing issues including, possession proceedings,

homelessness eligibility and access to suitable accommodation.

We have a track record of trying new innovative ways of helping people in the current

housing crisis.

The right person will be looking to continually develop their skills, we will provide additional

training to help personal developments. You will be joining an exciting and dynamic housing

team.

To be successful you will need knowledge and experience of providing housing advice,

holding a caseload of around 60-80 clients, a drive to build your expertise, have the ability to

cope with high demand in a stressful environment and working well as team.

Nucleus Legal Advice Centre is an accredited Specialist Debt, Housing and Benefits advice

provider.

We offer generous terms and conditions including:

 35 hour week (excluding lunch)

A supportive learning environment

8 days annual leave (plus bank holidays)

ommitment to a work life balance

ome WFH

Person Specification: Housing Advice Caseworker

Knowledge:

• At least two year of experience providing specialist housing advice to tenants facing eviction or homelessness .
• Casework experience in possession proceedings and/or statutory homelessness cases .
• Strong understanding of housing law, tenancy rights, and homelessness legislation , including the ability to apply new legal developments to achieve positive outcomes for clients .
• Proficiency in using case management systems to record, track, and manage client cases efficiently.

Experience:

• Experience working in the not-for-profit and advice sector .
• Experience delivering advice services in a setting that includes both paid staff and volunteers .
• Experience using technology and digital tools to enhance service delivery, including case management systems and digital advice platforms .

Skills & Attributes:

• Strong analytical and problem-solving skills , with the ability to interpret legislation and provide practical, client-focused advice .
• Ability to use new legal developments to influence case outcomes and drive systemic change .
• Excellent oral and written communication skills , including the ability to produce clear, concise, and persuasive casework documentation .
• Strong IT skills , including proficiency in case management systems, Microsoft Office, and social media .
• Ability to work collaboratively within a team, consulting and contributing to decision-making in line with organizational values.
• Ability to work well under pressure , managing a demanding caseload with resilience and efficiency .
• A commitment to social justice and equal opportunities , aligning with the mission and values of the organization.
• Willingness to work flexibly , including outside regular office hours when required.

Self-sufficient in administrative tasks and case management

JOB PURPOSE

The Housing Advice Caseworker plays a vital role in preventing homelessness and ensuring individuals can secure and sustain suitable accommodation. By leveraging housing law, debt, and benefits expertise, this role supports individuals facing eviction, homelessness, or inadequate housing. The caseworker will ensure that clients receive timely and appropriate legal advice, empowering them to navigate housing systems effectively.

A key focus of this role is to maximize the impact of new legislation in improving housing security and reducing homelessness. The caseworker will guide clients and colleagues in understanding and utilizing legal protections and entitlements to drive systemic change and positive outcomes.

KEY RESPONSIBILITIES

Casework and Client Support

1. Provide specialist legal advice and casework on housing issues, including possession proceedings, eviction, and homelessness prevention.
2. Support clients in understanding their rights and responsibilities within the housing and welfare benefits system.
3. Represent clients in court and appeal tribunals where appropriate.
4. Ensure clients receive holistic support by working closely with debt and benefits teams to address related financial and legal challenges.
5. Triage housing-related enquiries to ensure cases are allocated to the appropriate specialist for effective resolution.
6. Assist clients in accessing housing solutions, including negotiating with landlords, local authorities, and support services.

Policy, Advocacy, and Systemic Change

1. Monitor and analyze changes in housing legislation and policies, ensuring best practice in legal advice and representation.
2. Use casework insights to contribute to policy research, reports, and advocacy efforts aimed at improving housing law and services.
3. Develop and maintain relationships with local and national policy bodies, advocating for legislative and procedural improvements in housing and homelessness prevention.

Collaboration and Stakeholder Engagement

1. Work collaboratively with statutory agencies, local authorities, and non-profit organizations to develop effective housing solutions.
2. Contribute to cross-team initiatives to tackle systemic housing issues and improve service delivery.
3. Participate in roundtable discussions, stakeholder meetings, and forums to influence housing policies and service improvements.

Training and Knowledge Sharing

1. Design and deliver training or briefing sessions to equip staff, volunteers, and external partners with up-to-date housing law knowledge.
2. Provide guidance and supervision to junior caseworkers and volunteers, ensuring high-quality service provision.

Data, Reporting, and Communications

1. Maintain accurate case records using Nucleus' case management systems, ensuring compliance with monitoring and evaluation frameworks.
2. Compile case studies, impact assessments, and reports for funders and stakeholders to demonstrate service effectiveness.
3. Contribute to the development of Nucleus’ website and communication materials, ensuring accessibility of housing advice and information.

Organizational Responsibilities

1. Work within Nucleus' mission, values, and strategic priorities, ensuring alignment with organizational goals.
2. Uphold the highest standards of confidentiality, equality, diversity, and inclusion in all aspects of work.
3. Attend staff meetings, training sessions, and supervision as required.
4. Be proactive and adaptable, working independently while contributing to a strong team environment.

Advice Proposition Manager

Salary - £50,000 - £60,000

National/ Remote

Core aim:

Support the Head of Advice process and proposition in the delivery and maintenance of advice process, advice guidance and adviser support in relation to those processes and guides.

Role purpose:

• Support delivery of design, build and implement Advice journey process and guidance
• Support delivery of the Advice Proposition (Advised client offering and associated product solutions)
• Support the creation, delivery, maintenance and improvements of the advice guidance, and advice processes to streamline workflow, enhance overall productivity and increase accuracy and enabling the provision of compliant advice, ensuring this evolves in face of changing client requirements and the regulatory framework we operate within, to support delivery of the “one business” strategic pillar.
• Support delivery of a robust advice proposition, including our underlying panel of products and funds and work within governance framework, delivering reporting as required.
• Support developing, implementing and resourcing support structure to ensure advisers and colleagues have adequate escalation points by way of centralised mailbox operated by Advice process and Technical SMEs.
• Work with Financial Planners, compliance, propositions and the product governance committee to ensure processes meet the needs of the client, responding to feedback from the FCA, complaint root cause analysis and changes to the advice environment, client needs and regulatory factors.
• Consider the long-term strategy and business goals to create further enhancements and ensure advice and operational processes align with this.
• Support the business’s change agenda and help ensure change is effectively managed with key stakeholders across the business.
• Collaborate with other departments to ensure seamless integration of processes into broader company initiatives and to support the use of AI and robotic automation to improve business efficiency.

Essential:

• Strong understanding of UK financial advice processes, including FCA regulatory requirements, suitability rules, and advice documentation standards.
• Experience working within an IFA, wealth management, or financial planning environment—ideally with exposure to advice process or proposition development.
• Proven ability to design, document, and refine advice processes or frameworks that drive compliance, efficiency, and good client outcomes.
• Analytical mindset with the ability to interpret MI (management information), identify trends, and recommend practical improvements.
• Strong stakeholder management skills, with the ability to collaborate across compliance, operations, product, and adviser networks.
• Excellent written and verbal communication skills—able to produce clear, precise, and professional documentation and guidance materials.
• Strong organisational and project management capabilities, including managing multiple priorities in a fast-moving regulatory environment.

Desirable:

• Level 4 Diploma in Regulated Financial Planning (or working towards it).

We are expanding our housing team and are looking for two new Advise Caseworker to join

our advice team in West London – based in Hillingdon, Ealing and Kensington and Chelsea.

We are looking for people with at least 2 years’ experience as a caseworker, with direct

involvement in advising clients on housing issues including, possession proceedings,

homelessness eligibility and access to suitable accommodation.

We have a track record of trying new innovative ways of helping people in the current

housing crisis.

The right person will be looking to continually develop their skills, we will provide additional

training to help personal developments. You will be joining an exciting and dynamic housing

team.

To be successful you will need knowledge and experience of providing housing advice,

holding a caseload of around 60-80 clients, a drive to build your expertise, have the ability to

cope with high demand in a stressful environment and working well as team.

Nucleus Legal Advice Centre is an accredited Specialist Debt, Housing and Benefits advice

provider.

We offer generous terms and conditions including:

 35 hour week (excluding lunch)

A supportive learning environment

8 days annual leave (plus bank holidays)

ommitment to a work life balance

ome WFH

Person Specification: Housing Advice Caseworker

Knowledge:

• At least two year of experience providing specialist housing advice to tenants facing eviction or homelessness .
• Casework experience in possession proceedings and/or statutory homelessness cases .
• Strong understanding of housing law, tenancy rights, and homelessness legislation , including the ability to apply new legal developments to achieve positive outcomes for clients .
• Proficiency in using case management systems to record, track, and manage client cases efficiently.

Experience:

• Experience working in the not-for-profit and advice sector .
• Experience delivering advice services in a setting that includes both paid staff and volunteers .
• Experience using technology and digital tools to enhance service delivery, including case management systems and digital advice platforms .

Skills & Attributes:

• Strong analytical and problem-solving skills , with the ability to interpret legislation and provide practical, client-focused advice .
• Ability to use new legal developments to influence case outcomes and drive systemic change .
• Excellent oral and written communication skills , including the ability to produce clear, concise, and persuasive casework documentation .
• Strong IT skills , including proficiency in case management systems, Microsoft Office, and social media .
• Ability to work collaboratively within a team, consulting and contributing to decision-making in line with organizational values.
• Ability to work well under pressure , managing a demanding caseload with resilience and efficiency .
• A commitment to social justice and equal opportunities , aligning with the mission and values of the organization.
• Willingness to work flexibly , including outside regular office hours when required.

Self-sufficient in administrative tasks and case management

JOB PURPOSE

The Housing Advice Caseworker plays a vital role in preventing homelessness and ensuring individuals can secure and sustain suitable accommodation. By leveraging housing law, debt, and benefits expertise, this role supports individuals facing eviction, homelessness, or inadequate housing. The caseworker will ensure that clients receive timely and appropriate legal advice, empowering them to navigate housing systems effectively.

A key focus of this role is to maximize the impact of new legislation in improving housing security and reducing homelessness. The caseworker will guide clients and colleagues in understanding and utilizing legal protections and entitlements to drive systemic change and positive outcomes.

KEY RESPONSIBILITIES

Casework and Client Support

1. Provide specialist legal advice and casework on housing issues, including possession proceedings, eviction, and homelessness prevention.
2. Support clients in understanding their rights and responsibilities within the housing and welfare benefits system.
3. Represent clients in court and appeal tribunals where appropriate.
4. Ensure clients receive holistic support by working closely with debt and benefits teams to address related financial and legal challenges.
5. Triage housing-related enquiries to ensure cases are allocated to the appropriate specialist for effective resolution.
6. Assist clients in accessing housing solutions, including negotiating with landlords, local authorities, and support services.

Policy, Advocacy, and Systemic Change

1. Monitor and analyze changes in housing legislation and policies, ensuring best practice in legal advice and representation.
2. Use casework insights to contribute to policy research, reports, and advocacy efforts aimed at improving housing law and services.
3. Develop and maintain relationships with local and national policy bodies, advocating for legislative and procedural improvements in housing and homelessness prevention.

Collaboration and Stakeholder Engagement

1. Work collaboratively with statutory agencies, local authorities, and non-profit organizations to develop effective housing solutions.
2. Contribute to cross-team initiatives to tackle systemic housing issues and improve service delivery.
3. Participate in roundtable discussions, stakeholder meetings, and forums to influence housing policies and service improvements.

Training and Knowledge Sharing

1. Design and deliver training or briefing sessions to equip staff, volunteers, and external partners with up-to-date housing law knowledge.
2. Provide guidance and supervision to junior caseworkers and volunteers, ensuring high-quality service provision.

Data, Reporting, and Communications

1. Maintain accurate case records using Nucleus' case management systems, ensuring compliance with monitoring and evaluation frameworks.
2. Compile case studies, impact assessments, and reports for funders and stakeholders to demonstrate service effectiveness.
3. Contribute to the development of Nucleus’ website and communication materials, ensuring accessibility of housing advice and information.

Organizational Responsibilities

1. Work within Nucleus' mission, values, and strategic priorities, ensuring alignment with organizational goals.
2. Uphold the highest standards of confidentiality, equality, diversity, and inclusion in all aspects of work.
3. Attend staff meetings, training sessions, and supervision as required.
4. Be proactive and adaptable, working independently while contributing to a strong team environment.

We are expanding our housing team and are looking for two new Advise Caseworker to join

our advice team in West London – based in Hillingdon, Ealing and Kensington and Chelsea.

We are looking for people with at least 2 years’ experience as a caseworker, with direct

involvement in advising clients on housing issues including, possession proceedings,

homelessness eligibility and access to suitable accommodation.

We have a track record of trying new innovative ways of helping people in the current

housing crisis.

The right person will be looking to continually develop their skills, we will provide additional

training to help personal developments. You will be joining an exciting and dynamic housing

team.

To be successful you will need knowledge and experience of providing housing advice,

holding a caseload of around 60-80 clients, a drive to build your expertise, have the ability to

cope with high demand in a stressful environment and working well as team.

Nucleus Legal Advice Centre is an accredited Specialist Debt, Housing and Benefits advice

provider.

We offer generous terms and conditions including:

 35 hour week (excluding lunch)

A supportive learning environment

8 days annual leave (plus bank holidays)

ommitment to a work life balance

ome WFH

Person Specification: Housing Advice Caseworker

Knowledge:

• At least two year of experience providing specialist housing advice to tenants facing eviction or homelessness .
• Casework experience in possession proceedings and/or statutory homelessness cases .
• Strong understanding of housing law, tenancy rights, and homelessness legislation , including the ability to apply new legal developments to achieve positive outcomes for clients .
• Proficiency in using case management systems to record, track, and manage client cases efficiently.

Experience:

• Experience working in the not-for-profit and advice sector .
• Experience delivering advice services in a setting that includes both paid staff and volunteers .
• Experience using technology and digital tools to enhance service delivery, including case management systems and digital advice platforms .

Skills & Attributes:

• Strong analytical and problem-solving skills , with the ability to interpret legislation and provide practical, client-focused advice .
• Ability to use new legal developments to influence case outcomes and drive systemic change .
• Excellent oral and written communication skills , including the ability to produce clear, concise, and persuasive casework documentation .
• Strong IT skills , including proficiency in case management systems, Microsoft Office, and social media .
• Ability to work collaboratively within a team, consulting and contributing to decision-making in line with organizational values.
• Ability to work well under pressure , managing a demanding caseload with resilience and efficiency .
• A commitment to social justice and equal opportunities , aligning with the mission and values of the organization.
• Willingness to work flexibly , including outside regular office hours when required.

Self-sufficient in administrative tasks and case management

JOB PURPOSE

The Housing Advice Caseworker plays a vital role in preventing homelessness and ensuring individuals can secure and sustain suitable accommodation. By leveraging housing law, debt, and benefits expertise, this role supports individuals facing eviction, homelessness, or inadequate housing. The caseworker will ensure that clients receive timely and appropriate legal advice, empowering them to navigate housing systems effectively.

A key focus of this role is to maximize the impact of new legislation in improving housing security and reducing homelessness. The caseworker will guide clients and colleagues in understanding and utilizing legal protections and entitlements to drive systemic change and positive outcomes.

KEY RESPONSIBILITIES

Casework and Client Support

1. Provide specialist legal advice and casework on housing issues, including possession proceedings, eviction, and homelessness prevention.
2. Support clients in understanding their rights and responsibilities within the housing and welfare benefits system.
3. Represent clients in court and appeal tribunals where appropriate.
4. Ensure clients receive holistic support by working closely with debt and benefits teams to address related financial and legal challenges.
5. Triage housing-related enquiries to ensure cases are allocated to the appropriate specialist for effective resolution.
6. Assist clients in accessing housing solutions, including negotiating with landlords, local authorities, and support services.

Policy, Advocacy, and Systemic Change

1. Monitor and analyze changes in housing legislation and policies, ensuring best practice in legal advice and representation.
2. Use casework insights to contribute to policy research, reports, and advocacy efforts aimed at improving housing law and services.
3. Develop and maintain relationships with local and national policy bodies, advocating for legislative and procedural improvements in housing and homelessness prevention.

Collaboration and Stakeholder Engagement

1. Work collaboratively with statutory agencies, local authorities, and non-profit organizations to develop effective housing solutions.
2. Contribute to cross-team initiatives to tackle systemic housing issues and improve service delivery.
3. Participate in roundtable discussions, stakeholder meetings, and forums to influence housing policies and service improvements.

Training and Knowledge Sharing

1. Design and deliver training or briefing sessions to equip staff, volunteers, and external partners with up-to-date housing law knowledge.
2. Provide guidance and supervision to junior caseworkers and volunteers, ensuring high-quality service provision.

Data, Reporting, and Communications

1. Maintain accurate case records using Nucleus' case management systems, ensuring compliance with monitoring and evaluation frameworks.
2. Compile case studies, impact assessments, and reports for funders and stakeholders to demonstrate service effectiveness.
3. Contribute to the development of Nucleus’ website and communication materials, ensuring accessibility of housing advice and information.

Organizational Responsibilities

1. Work within Nucleus' mission, values, and strategic priorities, ensuring alignment with organizational goals.
2. Uphold the highest standards of confidentiality, equality, diversity, and inclusion in all aspects of work.
3. Attend staff meetings, training sessions, and supervision as required.
4. Be proactive and adaptable, working independently while contributing to a strong team environment.

We have an exciting opportunity for two individuals to join our Advice & Direct department as Advice Customer Support Specialists.
Within these fast-paced roles, you’ll proactively contact prospective clients and customers to provide a high-quality triage service. You’ll accurately complete pre-qualification calls in line with standards set by the business, identifying the most suitable A&D service and directing them as required, dependent on customer need. You’ll also book appointments where necessary, competently manage your own workload and be accountable for maintaining contact with prospective customers, delivering timely updates and ensuring information recorded is accurate and GDPR-compliant.  
We offer a flexible hybrid working model, but office attendance will be required when there is a business need. 

About You
Our ideal candidate will…

• Be an excellent communicator, with strong organisational skills and the ability to independently manage workload.
• Be resilient, with a real drive to succeed and develop within the role.
• Consistently demonstrate strong listening skills and the ability to identify products that may be relevant to specific customer requirements. 
• Have experience of working within a fast-paced, sales-focused environment with an understanding of KPIs.
• Showcase strong influential and negotiation skills, while always maintaining a high level of customer service and a focus on positive customer experience.
• Possess good numeracy and IT skills.
• Be self-motivated and accountable for achieving targets. 
• Have an eye for accuracy and detail.
• Have obtained CF1 qualification or similar (desirable, but not essential).
• Always strive to do the right thing, focusing on the importance of the customer journey and representing the company in a positive and reliable manner.

Key Responsibilities

• Engaging with new and existing customers via outbound calls or digital channels, with the aim of discussing product needs, introducing LV= and providing accurate and clear project information, advice and possible solutions. 
• Transferring calls to the relevant business advisors / departments where required.
• Booking appointments for advisors with potential or established clients and customers, in accordance with agreed KPIs.
• Agreeing suitable next steps for prospective customers and providing an informed handover to the correct colleague/department by completing client pre-qualification calls for the Advice & Direct business area.
• Maintaining and updating back-office systems to ensure data and MI is correct.
• Accurately capturing relevant customer data to enable a detailed referral to a financial adviser, while always adhering to GDPR policies.
• Proactively contacting warm leads to identifying which service or solution would be the best option for them.
• Taking inbound calls and responding to any emails.
• Consistently meeting call standards defined by the Operations Manager/ Compliance team to deliver positive customer outcomes.
• Developing your knowledge of the financial services market, ensuring that changing needs of members are met appropriately.
• Accurately analysing MI and use this to improve your performance.
• Working to achieve your individual objectives and the delivery of the business plan, plus contributing ideas and initiatives to the business to increase profitability.
  

Rewards & Benefits 
This role is a Band B in the LV= salary structure.
At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers. We’ll reward your hard work with an attractive, competitive salary and benefits package, which includes: 

• 26 days' holiday – increasing after two years of service to 28 days
• The opportunity to buy or sell up to five days of holiday
• An annual bonus scheme based on company and personal performance
• Flexible benefits, including a cycle to work scheme, personal accident insurance, critical illness cover, private medical insurance, and dental insurance
• Competitive pension scheme - LV= Life and Pensions will double-match the amount you pay, up to 14% (subject to National Minimum Wage requirements)
• Group Life Assurance of four times your basic pay to your dependents (you’ll have the option to increase this to 8 x cover)
• Group Income Protection, if you enroll into the pension scheme and reach 5 years of service
• Employee Assistance Programme (EAP) service for support when you need it
• Virtual GP service
• Shared parental leave 
• Up to 20% discount on our life products for you and your immediate family.