Senior Support Officer
Salary £ 42,500 - £46,200
hybrid - Rugby office and home working
Vacancy listed 25/09/2025
Application deadline 26/10/2025
Details
job details  

job title: Senior Support Officer
place of work: hybrid (2 days in the office at 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: supervisory position, not line management

caba's purpose
As an occupational charity, caba helps the ICAEW (Institute of Chartered Accountants in England and Wales) community thrive by equipping individuals with the practical, emotional, or financial 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 Senior 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. 
Working with the Support Team Manager, you’ll engage with various teams, manage a caseload, support with training needs and conduct technical reviews to foster continued growth and enhance the delivery of high-quality advice.  

what you’re responsible for  

advice and casework:
·       work with the triage coordinators to ensure that appropriate cases are allocated to the allocations list and promptly address any queries
·       allocate cases from the allocations list to the most appropriate support officer.
·       manage an ongoing caseload of the most complex and challenging cases.
·       deliver services that meet or exceed established standards, such as the Advice Quality Standard.
·       develop and continually enhance template letters or emails to support operations   
·       engage with relevant bodies to secure and maintain accreditation.
·       Drive the refinement and improvement of existing quality processes to ensure we deliver excellent customer support. 

Technical Supervision, Training and Development:
·       Oversee monthly call listening during or after advice sessions
·       Conduct two monthly case reviews per Support Officer.
·       provide constructive feedback to Support Officers that fosters growth and improvement.
o   provide real-time support to Support Officers, including but not limited to; Guidance on complex matters and access to relevant sources of information.
o   monitor developments and deliver a monthly technical update to the team.
o   identify and organise relevant training for Support Officers as and when required, maintaining training records on Breathe 

Technical Supervision Service Continuity and Processes:
·       ensure that services are delivered in line with the support team handbook, and suggest additions as required
·       assess and enhance  existing processes, and suggest new developments, highlighting any gaps to drive continuous improvements
·       develop and maintain consistency across the team through the advice-giving process

grant making:
·       carrying out comprehensive reviews of applications for financial assistance.  On behalf of service users, writing accurate and objective ‘reports’, preparing financial statements, making recommendations for grants and presenting to caba’s Support Fund Members Panel for approval of grants.   
·       assess and manage service users' requests in terms of grant approvals and declines up to the senior support officer limit
·       attend support fund meetings and contribute accordingly as decision-making members thereof

additional responsibilities:
·       champion the service users' perspective by providing the support team manager with service users' insights, trends and case studies/testimonials
·       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 
·       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 
·       keep accurate and timely records to ensure high-quality data is input on the CRM system for each service user for continuity of casework, information retrieval, statistical monitoring and report preparation and ensure confidentiality of service user data is maintained at all times.

your attributes

knowledge and understanding:  
·       case management (advice-led support)
·       person-centred working – working with the person at the centre of their support 
·       case work processes and compliance
·       safeguarding processes (adults and children), including escalation routes 
·       relevant knowledge and understanding of welfare benefits, debt advice, housing, and health and social care and economic/social issues of those living inside and outside the UK
·       quality assurance practices to evidence what we do – we do well

skills and abilities: 
·       able to work to agreed objectives and within caba’s policies, procedures and processes
·       able to plan and manage own workload and meet deadlines. Be able to contribute to the work of colleagues to ensure continuity of service  
·       excellent IT skills, including the ability to use Word, Excel, Outlook, Dynamics and Microsoft Teams, knowledge of MS Dynamics would be advantageous
·       excellent written and verbal communication skills, including the ability to keep accurate records with great attention to detail. 
·       able to effectively manage own caseload while supporting colleagues with their caseload
·       ability to conduct technical supervision to review cases, and ensure that findings are communicated in a structured manner to ensure cases are reflected upon and improvements made 
·       able to keep learning up to date in relevant areas, as well as have a comprehensive understanding of the legislation in relation to the operations of the team

experience:  
·       substantial knowledge and experience of  providing technical advice, support and supervision within a quality framework to an advice-giving team
·       experience of delivering advice in   welfare benefits, debt advice, housing support, health and social care, and specialist knowledge in at least one of those areas
·       understanding of economic/social issues of those living inside and outside the UK 
·       experience in using databases and case management systems, including input and retrieval of data.
·       demonstrable strong service user experience with the ability to solve problems and deal with queries in a proactive and sensitive manner.
·       experience of working with people with multiple and complex support needs and adhering to service standards.

qualifications:
·       GCSE English and Maths
·       Institute of Money Advisers Certificate in Money Advice Practice or similar. 
·       Safeguarding level 1 or 2

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
·       have an understanding of equality, diversity and inclusion and the ability to apply your knowledge to your role
·       have 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 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 participation in 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