Case Study

Cash Wise - A day in the life of the Cash Wise team

Cash Wise is an award winning service that offers financial support to people of all ages across the Wakefield district.

Cash Wise aims to give people the skills and confidence to take control of their finances and sustain a healthy household through a tailored support package for any struggling individual, couple or family. Assistance is provided in the form of district wide visits and office based phone support to help people to get back on track with their finances.

Another element of the Cash Wise offer is bespoke workshop delivery, drop in events, digital assistance as well as our engaging schools delivery programme to ensure the next generations are financially confident.

Cash Wise Support Officer

As a Cash Wise Support Officer you will be the first port of call for the team and excellent customer service is fundamental to our approach.

You will deal with a range of enquiries via phone, email, Facebook and through our dedicated Cash Wise financial inclusion website. Your role will include managing the team inbox and triaging the referrals to identify the full extent of the needs of each customer.

As a member of the Cash Wise Support Team you will engage with all new Universal Credit claimants and work with a range of internal teams and external partners to provide invaluable assistance to begin the support journey for the customer. In addition, you will have the opportunity to attend regular team meetings, training, events and work closely with the Cash Wise Officers who are on hand to deliver home visits across the district.

Cash Wise Officer

As a Cash Wise Officer you will provide district wide assistance for struggling customers to resolve a wide range of complex financial challenges.

As part of your role you will visit customers' homes and provide digital assistance including:

  • Budgeting and income maximisation support;
  • Assistance with welfare benefit applications including Universal Credit;
  • Support to access grants to improve the financial position of the customer;
  • Assistance around fuel poverty issues including utility switching;
  • Support with benefit appeals and tribunals;
  • Assistance setting up priority payments and reducing debts; and
  • Support to access safe banking and affordable credit.

You will manage a busy caseload and take ownership of managing your contacts, cases and diary with regular management support on hand whenever you need it. You will deliver drop in sessions, attend events and have the opportunity to deliver workshops and develop fresh content to engage our customers on all matters financial inclusions.

Cash Wise Team Leader

As a Cash Wise Team Leader you will allocate referrals to the Cash Wise Support Team for initial triage and cases for the Cash Wise Officers each week to support customers within their homes.

You will be on hand to deal with the day to day enquiries and support needs of the team, prepare and deliver team meetings, provide monthly support meetings with members of the team and organise training.

You will also help to manage wider Cash Wise projects both internally and externally and work closely with the wider management team to continually review and evolve the support offer and quality assure our service provision to ensure we are meeting the needs of the customer and the business.

An important aspect of your role will be to encourage and support individuals to meet their potential whilst promoting the service and working with partners throughout the business and across the district.