Subject Matter Expert - Money Advice

Job description

About

Citizens Advice SORT Group is a growing and ambitious organisation determined to deliver the highest quality services to the communities we serve. We are leading providers of information, advice and casework services and support tens of thousands of clients every year.

Join our Innovation Team. We are developing AI-powered tools to help advisers improve the accuracy of advice and the efficiency of case notes. We now want to do the same for money and debt advice, some of the most complex and highest-stakes work we do. We need your expert knowledge of debt and money advice, your critical thinking, and your practical experience to help us get it right.

This role is a unique opportunity to shape the future of Citizens Advice and to combine your frontline expertise with cutting-edge technology. As a Subject Matter Expert, you will be the link between our frontline money advice services and our tech team.

Quality and the MaPS Standards

- Act as our authority on the MaPS Customer Facing Standards and the Advice Assessor Toolkit, applying them to everything our tools produce, exactly as an assessor would.

- Assess AI-generated advice and case records against the standards, using the full range of outcomes from Met through to Not Met with detriment, and be clear about where output falls short and why.

- Map our tools against the debt customer journey, from assessment of need and identification of vulnerability and emergencies, through exploration, advice, Breathing Space, debt options, creditor contact and record of advice.

- Keep pace with changes to the standards, the toolkit and MaPS guidance, and make sure that what we build moves with them.

- Work with quality assurance colleagues so that our approach to AI-generated advice lines up with how our debt advice is assessed.

Providing money advice expertise

- Test and evaluate the accuracy and quality of advice generated by our AI tools, using your in-depth knowledge of debt and money advice.

- Check that the options presented are correct, complete and appropriate to the client's circumstances, covering informal arrangements, Breathing Space, Debt Relief Orders, bankruptcy and individual voluntary arrangements.

- Make sure income maximisation, budgeting and the Standard Financial Statement are handled properly, and that priority debts are never treated as though they were not.

- Apply the relevant FCA requirements alongside the MaPS Standards when assessing what our tools produce.

Identifying gaps, risks and biases

- Review case notes and data to identify blind spots, biases or gaps in the information our AI draws on.

- Help us make sure our tools work accurately and equitably for all client groups, including people with mental health problems, people in vulnerable circumstances, people with complex needs, and people whose situations do not fit a standard template.

- Flag where a tool risks giving advice that is technically right but practically unhelpful, or that could cause detriment to a client.

- Contribute to how we test, monitor and govern the advice our tools produce, so that quality and safety are built in rather than checked afterwards.

Collaborating and communicating

- Work closely with the innovation team, including developers, data scientists and data colleagues, to turn your practical insight into clear and actionable feedback.

- Explain complex money advice concepts to people who are not advisers, without losing the detail that matters.

- Take part in the everyday working rhythm of the team, including testing sessions, reviews and planning.

- Build good working relationships with our money advice teams so that their experience feeds into what we build.

User-centred design

- Act as the voice of frontline money advisers and of clients in difficulty, making sure what we build is user-friendly, practical and genuinely helpful in a real advice setting.

- Take part in user research and testing with advisers and, where appropriate, with clients.

- Judge our tools by whether they help an adviser do a better job on a busy day, not by whether they work in a demonstration.

Training, improvement and development

- Help refine the training data, prompts, guidance and models behind our tools so they keep improving.

- Contribute to guidance and training that helps advisers use these tools well and understand their limits.

- Keep your own money advice knowledge current, including changes to legislation, creditor practice and regulatory requirements.

- Work with your line manager on an annual learning and development plan which meets your needs and the needs of the organisation.

- Take an active role in the preparation of regular meetings, taking a lead on your own development.

Money advice carries real consequences for the people we help. Getting an option wrong can cost someone their home or their credit standing for years, and the MaPS Standards exist precisely because that risk is real. That is why we want an experienced adviser holding the pen on quality, rather than leaving it to people who have never sat across from a client in difficulty.

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.

Closing date: 17/10/26

This is a full-time role, 35 hours per week.

Salary: £36,397 - £38,181 per annum.

What we give our staff

We truly value our colleagues, and we show that in what we offer, from flexible working and generous leave to high street discounts and a pension scheme.

- 30 days' annual leave plus bank holidays (progressing to 35 days after 5 years)

- 3% employer pension contribution

- Employee assistance scheme

- Salary sacrifice scheme

- Perks and savings scheme

- Mental health and wider wellbeing support

- Learning, development and growth opportunities

This job description does not constitute a term and condition of employment. It is a guide to the job and is not an inflexible list of tasks. The business is a fast-moving organisation and duties may be varied from time to time. The post holder may be required to work flexibly and undertake any other work or duties as may reasonably be required, within the scope of and commensurate to the nature of the post.