Debt Advice Specialist

Citizens Advice; Pembroke Dock; On-site; GBP 21,000 - 31,000; Full time

Job summary

Citizens Advice in Pembroke Dock seeks a Debt Caseworker to deliver comprehensive debt advice from initial contact to resolving complex issues, including mortgage and rent arrears cases, bankruptcy proceedings, and Consumer Credit Act disputes.

You will manage a caseload, maintain records, ensure compliance with quality standards and FCA regulations, provide welfare benefits guidance, and liaise with creditors and partners to support clients.

Qualifications

• A good standard of numeracy and literacy (5 GCSEs or equivalent incl. maths/English).
• Experience in debt advice casework or related field preferred.
• Strong communication, negotiation and report writing skills.

Responsibilities

• Manage a caseload covering debt advice and conduct home/outreach visits as needed.
• Maintain detailed records per Citizens Advice and FCA procedures.
• Ensure work meets quality framework and FCA regulations.
• Provide welfare benefits advice, assess eligibility and maximise income.
• Draft letters, contact creditors, and refer to specialists when needed.
• Collaborate with partners to support the client journey and multi‑agency work.
• Stay updated on legislation, policy, and internal debt quality processes.

Skills

Numeracy

Literacy

Communication skills

Negotiation

Education

GCSEs including Maths & English

Tools

IT literacy

Job description

Citizens Advice in Pembroke Dock seeks a Debt Caseworker to deliver comprehensive debt advice from initial contact to resolving complex issues, including mortgage and rent arrears cases, bankruptcy proceedings, and Consumer Credit Act disputes.

You will manage a caseload, maintain records, ensure compliance with quality standards and FCA regulations, provide welfare benefits guidance, and liaise with creditors and partners to support clients.