Client Liaison Officer - No experience required

What We're Looking For:

We're looking for people who genuinely want to make a difference. You don't need to have worked in money advice before. If you're an excellent communicator, a natural problem solver and enjoy working with people, we'll provide the training and support you need to succeed. This role is about much more than providing advice. It's about building trusted relationships with people who may be experiencing financial hardship, poor mental or physical health, trauma, disability, homelessness, digital exclusion or other barriers that make accessing traditional services difficult. If you're compassionate, resilient, organised and committed to helping people rebuild their confidence and financial stability, we'd love to hear from you.

 

About Navigate CIO:

Navigate is an independent registered charity providing free, confidential money and debt advice, welfare benefits advice and financial education across Devon and Somerset. We specialise in supporting people who are often unable to access mainstream advice services because of complex needs or challenging life circumstances. Our relationship-based, person-centred approach enables us to reach some of the most vulnerable people in our communities, helping them overcome financial hardship, improve their wellbeing and build long-term resilience. Our advisers work flexibly through home visits, community venues, telephone and digital support, adapting our service to meet individual needs rather than expecting people to fit traditional advice models.

 

About the Exeter Crisis & Resilience Partnership

This role forms part of the Exeter Crisis & Resilience Fund partnership, delivered by Navigate, Churches Housing Action Team (CHAT) and Encompass Southwest – the collaboration is known as Wis£rmoney. Together, we provide a seamless service that supports residents from immediate financial crisis through to long-term resilience. Our partnership combines specialist money and debt advice, welfare benefits advice, housing support, homelessness prevention, trauma-informed practice and financial education to provide holistic support for people experiencing financial hardship. Rather than asking people to navigate multiple services, we work together to ensure they receive the right support at the right time, through a coordinated 'No Wrong Door' approach.

 

Working at Navigate

At Navigate, we know that our people are our greatest strength. We invest in training, supervision, wellbeing and professional development, creating an environment where people feel supported to do their best work. We encourage innovation, embrace new technology where it improves services, and are always looking for better ways to support both our clients and our team.

 

Working with Navigate and with the Wis£rmoney Partnership, is genuinely rewarding. You'll become part of a friendly, supportive team that believes everyone deserves the opportunity to recover from financial hardship and build a more secure future. Every day you'll see the difference your work makes to individuals, families and communities across Exeter.

               

Job Purpose:

The Client Liaison Officers are the first point of contact for individuals referred into the Crisis & Resilience Service and play a vital role in ensuring people receive timely, compassionate and person-centred support. Acting as the gateway into the service, you will build trusted relationships from the very first contact, undertaking holistic assessments to understand not only an individual's financial situation but the wider circumstances affecting their wellbeing and resilience.

 

You will respond quickly to people experiencing financial hardship or crisis, helping to stabilise their immediate situation through income maximisation, welfare benefits advice, crisis planning and practical support. Working closely with partner organisations, you will ensure every client is connected to the right support at the right time through a coordinated 'no wrong door' approach. You will maintain regular contact with clients throughout their journey, preventing disengagement and ensuring individuals feel supported whilst awaiting ongoing casework. Through empathy, knowledge and flexibility you will remove barriers to engagement, helping clients prepare for specialist advice and supporting them to build the confidence and skills needed for long-term financial resilience.

 

The role combines triage, welfare benefits advice, crisis intervention, client engagement and case coordination to provide an accessible, responsive and trauma-informed service for some of the most vulnerable people in the community.

 

Person Specification

 

What We’re Looking For: We welcome applicants with the right skills and potential, even if you do not have prior experience in money advice. If you are a strong problem solver, an excellent communicator, and passionate about making a difference, we would love to hear from you.

 

Experience & Knowledge

·        Experience of working with people facing complex needs, vulnerability or crisis situations.

·        Working knowledge of money advice, debt advice and welfare benefits.

·        Understanding of safeguarding principles and risk management in a client-facing setting.

·        Awareness of professional, ethical and regulatory requirements relevant to advice services (e.g. confidentiality, data protection, record keeping).

 

Skills & Abilities

·        Ability to communicate clearly, sensitively and effectively with people in distress and with professional partners.

·        Ability to undertake assessments, identify risk and make sound decisions in urgent or complex situations.

·        Strong organisational and time management skills, with the ability to prioritise workload and meet deadlines.

·        Ability to maintain accurate case records and use case management systems confidently.

·        Ability to work both independently and collaboratively, providing guidance and support to colleagues where needed.

·        Problem-solving skills and the ability to respond calmly and effectively under pressure.

 

Personal Attributes

·        Empathetic, non-judgemental and committed to delivering a person-centred service.

·        Resilient and able to practise effective self-care when working with challenging situations.

·        Commitment to equality, diversity and inclusion.

·        Commitment to high standards of professional practice and continuous improvement.

 

Other Requirements

·        Work from Exeter City Council Offices on set days each week.

·        Ability to travel across the Exeter area as required by the role.

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