Please note this role is open to all current and ex CAP Debt Operations staff only as essential experience or in-depth knowledge of the CAP Debt Coach role is crucial for this position. The role is a 6 month Fixed Term Contract.
Job DescriptionCAP 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.
Context:
The Service Delivery Hub supports CAP Workers in serving CAP's clients. The debt service is delivered to clients through a network of Debt Coaches, who are based in partner churches all over the UK.
This role is two days per week and would work best if the person is an active CAP Debt Centre Worker or Area Partnership Manager on their other working days, so that they are fully up to date with day to day processes and challenges for Debt Coaches. The Debt Coach Trainer works closely with People Development, to design and deliver training for new and experienced case officers to meet identified training needs.
Purpose:
They are responsible for ensuring the training sessions and materials they are assigned are kept up to date with the latest processes and procedures and software releases. They contribute to planning effective training programmes and ensure that they deliver training to a high standard, to maximise learning for participants.
Passion:
Our Service Delivery Hub teams are passionate about seeing each individual client set free from the pressure and trauma of problem debt. We believe that our service offers an excellent solution for some of the most vulnerable people in our society.
The Debt Coach Trainer will be passionate about supporting & developing CAP Debt Centre workers to offer the life-transforming debt guidance services in their service area and give our clients/members the opportunity to hear and respond to the love of Jesus, in close partnership with People Development and the Area Partnership Managers, along with the Debt Centre Compliance Officer and IT Developers as needed.
The role will report to the Head of Service Quality and Operational Insight with supervision by one of the People Development Managers.
The role has no direct reports but will have administrative support from the Training Coordinators in People Development.
ResponsibilitiesAccountabilities:
To support the Debt Coach stream of Equip, helping to ensure the training content is up to date with the latest practices and procedures for Debt Centres, as well as contributing to creative improvements to the course.
To liaise with the Debt Centre Compliance Officer, to ensure they have the information they need on any changes to training which may impact the Debt Coach sign off process.
To hold responsibility, alongside the Debt Advice Training Lead, for the creation and maintenance of the training test cases for Debt Coaches on the Debt Help Platform.
To deliver training in relation to new software, practices and procedures for signed off Debt Coaches.
To liaise with the DHP product and development teams to understand Debt Coach training requirements
To support and contribute to Train the Trainer sessions for Area Partnership Managers and other trainers delivering new or updated training to Debt Centres.
To network with Area Partnership Managers, working closely with People Development, to understand training needs for Debt Centres and to bring consistency and efficiency in training across the network.
To support ongoing training for experienced Debt Coaches.
To help flag when training may be out of date or new training needed, when changes are made to debt regulation or CAP policies and procedures, in liaison with the Debt Centre Compliance Officer.
To ensure that all training developed is in adherence with the latest Debt Help Manual.
Measurable outputs:
Achieve 95% positive feedback from delegates training activities
Meet set deadlines for the preparation of all training resources ahead of events
Clear learning outcomes and session plans or storyboards for all training sessions
Evidence of own professional development
Culture
Clearly live out and embrace the cultural values of CAP.
Clearly demonstrate a heart and passion for the charity.
Sincere acceptance, understanding and practice of the Christian ethos and purpose of the charity.
Other responsibilities include:
Being willing to pray with staff and fully engaged with our Christ-centred culture.
Encouraging friends, family and other contacts to support the charity through the Life Changer program, and other fundraising initiatives.
Attendance at annual CAP staff conferences.
Completing all compulsory CAP training within given timescales.
This role falls within the scope of the FCA's conduct rules, and you will be provided with training as to how these apply to the role. It is your responsibility to ensure that you follow these conduct rules.
The above job profile is a guide to the work you may be required to undertake but does not form part of your contract of employment. It may change from time to time to reflect changing circumstances.
Skills requiredA confident, quick learner with a capacity for large workloads
Able to organise tasks and workload effectively
Able to remain calm and professional in pressured situations
Confident working with numbers/finances
Able to hold a good balance between detail and the `big picture¿
Confident and friendly communication style
Good written communication skills.
Confident computer user including G Suite and debt client CRM system (HOPE and/or Debt Help Platform).
Essential
Full Debt Coach Sign Off
Experience of having to work using your own initiative
Experience of working as part of a team
Excellent administrative skills
Strong computer literacy
Understanding of CAP's debt advice model
Desirable
Working knowledge of the Debt Coach Portal and reporting from the Debt Management Console
Design, delivery and evaluation of training
Educational requirementsA level education or equivalent
Rewards and wellbeingCAP 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 requirementsUnder 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 .
Information on genuine occupational requirements.
Diversity and inclusionCAP 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.
SafeguardingAll 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.
