INSIGHTS ¦ Case work requirements and workloads in the money advice sector


The IMA Research Report from January 2024 focuses on casework requirements and workloads in the money advice sector, reflecting on the experiences of advisers under the evolving conditions of public demand, case complexity, and organizational expectations. It builds on previous studies to offer a longitudinal perspective on the challenges and changes in the sector, with emphasis on workload management, adviser well-being, and service delivery effectiveness.

Key Points

  1. Survey conducted with 300 IMA members in 2023 to assess casework and workload impacts.
  2. Advisers report a decrease in overtime and a reduction in those struggling to meet client targets.
  3. High public demand and case complexity continue to challenge advisers.
  4. Increase in face-to-face appointments and difficulties engaging with creditors noted.
  5. Majority of advisers undertake additional responsibilities beyond client advice.
  6. Only 37% of respondents feel able to manage their workload effectively.
  7. A significant portion of advisers report dissatisfaction with their workload.
  8. Workload dissatisfaction correlates strongly with overall job dissatisfaction and stress.
  9. Advisers’ ability to support clients and undertake personal development is impacted by workloads.
  10. Recruitment and retention challenges persist, attributed partly to workload issues.
  11. A mixed picture on job satisfaction, with notable dissatisfaction regarding pay and career development opportunities.
  12. Recommendations for job improvement focus on workload management, support for adviser well-being, and enhancements in pay and career development.

Key Statistics

  • 300 IMA members surveyed in 2023.
  • 41% of respondents in 2023 report no fixed client targets, up 12% from 2021.
  • Average overtime reduced from nearly 6 hours in 2021 to 3.5 hours per week in 2023.
  • 71% of advisers perceive an increase in workload over the past two years.
  • 45% of respondents in 2023 are dissatisfied with their workload.
  • 52% of advisers often feel stressed or anxious at work.
  • 34% often experience negative effects on mood, relationships, or personal activities due to workload.
  • 67% of those dissatisfied with workload would not recommend the job to others.
See also  [INSIGHTS] : Hybrid and Remote working study

Key Take Aways

  • Workload management remains a critical challenge in the money advice sector.
  • Adviser well-being is closely tied to workload perceptions and management effectiveness.
  • Public demand and case complexity add significant pressure to advisers’ roles.
  • Engagement with creditors and face-to-face appointments are increasingly challenging.
  • A significant portion of advisers experience stress and anxiety related to their work.
  • Job satisfaction varies widely, with particular dissatisfaction around workloads, pay, and career development.
  • The sector faces recruitment and retention challenges, exacerbated by workload pressures.
  • Enhancements in support for adviser well-being, workload management, and career development opportunities are needed.

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