Support Officer
Salary £38,144 - £40,152
hybrid - Rugby office and home working
Vacancy listed 25/09/2025
Application deadline 26/10/2025
Details
job title: Support Officer
place of work: hybrid (2 days in the office in Rugby, 2 days working from home). 
caba is currently trialling a 4-day working week until April 2026.
department: support services
reporting to: support team manager
responsible for: 0
 

caba’s purpose

as an occupational charity, caba helps the ICAEW community thrive by equipping individuals with the practical, emotional, or digital tools to manage whatever’s in front of them, from everyday situations to exceptional life-changing circumstances.
 our vision is that everyone in the ICAEW community can fully participate in life.

the purpose of your role at caba 
As a support officer, you will play a vital role in delivering independent and personalised expert advice tailored to each individual's needs. Your work will focus on applying practical case management strategies to address the challenges faced by people, particularly those experiencing financial hardship and health-related issues. 

By working closely with individuals, you'll assess their unique situations and offer impactful solutions that help them regain stability.

what you’re responsible for

 advice and casework:
1.     take ownership of a full case workload, prioritising service users’ needs while engaging sensitively, managing expectations and facilitating a positive service user journey
2.     conduct an assessment of need, providing advice and guidance on a range of presenting issues to people in the UK and overseas on low income, living with a disability, experiencing poor mental health, in financial hardship, long-term health condition or in crisis. 
3.     manage referrals and signposts to external organisations and partner services, identify new signposting organisations and alternative sources of support and suggest these to the Support Team Manager. Advocate for and represent service users where necessary, while adhering to safeguarding, data protection (GDPR), and maintaining service user confidentiality
4.     provide excellent customer service and keep accurate and timely records of service users to track the customer journey using CRM systems to ensure high-quality data is maintained for the purpose of continuity of casework, information retrieval and statistical monitoring for reporting purposes
5.     engage in technical reviews to identify gaps in case management and assess training requirements

grant making:
1.     conduct a review of applications for financial assistance liaising with service users in order to fully understand and assess their needs against pre-determined criteria,
 2.     writing accurate and objective reports to present to the Support Fund Members panel for approvals or declines. Assess and manage service users' requests in terms of grant declines and approvals up to the support officer limit 
 3.     participate in Support Fund Meetings and contribute accordingly as decision-making members thereof

additional responsibilities:
1.     champion the service users' perspective by providing the support team manager with service users' insights, trends and case studies/testimonials
2.     ensure safeguarding assessments are acted on as necessary in line with caba’s safeguarding policy and procedures, escalating safeguarding incidents to the support team manager 
3.     liaise with internal stakeholders to promote and share understanding of caba in-house services, economic and social issues affecting our UK and international service users 
4.     keep accurate and timely records to ensure high-quality data is input on the CRM system for each service user for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation and confidentiality of service user data is maintained at all times.

your attributes:
knowledge and understanding:

·       case work processes, and compliance (advice-led support and complaints resolution
·       person-centred working – working with the person at the centre of their support
·       safeguarding (adults and children)
·       relevant knowledge and understanding of two or  more of the specialist subject matter areas, such as welfare benefits, housing support, debt advice, health and social care
·       quality assurance practices to evidence what we do – we do well.

skills and abilities:
·       able to work towards agreed objectives and within caba’s policies and procedures
·       able to plan and manage workload, participate in technical supervision, and implement areas for improvement. Additionally, contributing to the work of colleagues to ensure the continuity of service
·       excellent IT skills, including the ability to use Word, Excel, Outlook, Dynamics and Microsoft Teams
·       excellent written and verbal communication skills, including the ability to keep accurate records with great attention to detail.

experience:
·       significant experience in two  or more of the specialist subject matter areas: welfare benefits, debt advice, health and social care and housing
 ·       experience in using databases and case management systems, including input and retrieval of data for reporting purposes.
 ·       strong customer or service user service experience with the ability to solve problems and deal with queries in a proactive, sensitive and empathetic manner
 ·       experience of working with people with multiple complex support needs and economic/social issues for those living inside and outside the UK
 ·       experience of managing complex workload and adhering to service quality standards
 ·       financial assistance (grant giving support)
  
qualifications:
·       GCSE English and Maths
·       safeguarding level 1 or 2
·       qualifications in any one or more of the specialist subject matter areas

as a member of the caba team, you will:
·       contribute to caba’s vision and strategic aims through the delivery of the operational plan, within the remit of your role
·       take responsibility for your own health, safety and wellbeing
·       treat all colleagues, customers and stakeholders fairly, with dignity and respect
·       an understanding of equality, diversity and inclusion and the ability to apply your knowledge to your role
·       an understanding of sustainability and the ability to apply your knowledge to your role
·       complete and remain up to date with mandatory training
·       participate in the professional development and review (PDR) scheme
·       carrying out any other reasonable and necessary duties within the remit of the role and grade

Values:
·       We make a difference 
·       We work best together. 
·       We do the right thing 
·       We are dynamic

Our values drive the way we behave and our ways of working to ensure we make things happen. We work collaboratively and strive to get the best from each other, so our people are expected to behave in a way that is in line with our values.

Benefits

We know that our people are our greatest strength, so we’ve built a benefits package that supports every aspect of your life and career:

Financial security & time off:
Up to 10% employer pension contributions
Private medical insurance, income protection, and life assurance
25 days’ annual leave plus bank holidays
Enhanced family-friendly policies

Wellbeing & lifestyle:
Hybrid working: 2 days in the office, 2 days at home, plus you'll be part of our new 4-day week trial
Access to wellbeing resources, including EAP, Qwell, and a wide range of caba’s services
Eye tests and contributions towards DSE glasses
On-site electric car charging points
Two paid volunteering days each year

Growth & development:
Learning and development budget to support your progression
Opportunities to grow and collaborate through forums and project groups

apply