Debt Adviser / Caseworker

ACFA; Swindon; Hybrid; GBP 29,000 - 32,000; Full time

Benefits offered by this job

Hybrid work model

Pension scheme

25 days annual leave + bank holidays

CPD / Training funded

Employee Assistance Programme

Job summary

Citizens Advice Swindon is seeking a Debt Adviser / Caseworker to help clients understand options, access remedies, and regain financial control. You’ll handle cases across debt issues, negotiate with creditors, and provide empathetic, clear guidance in a busy, supportive environment.

The role offers a flexible hybrid model, 37 hours per week, and a path for ongoing training and development through established professional programmes. Salary ranges reflect experience and intermediary status.

Qualifications

• Experience delivering debt advice under FCA rules or related welfare advice with an interest in debt.
• Ability to explain complex financial terms clearly to clients in distress.
• Calm, non-judgmental approach when supporting people.
• Ability to manage a varied casework load and meet deadlines.

Responsibilities

• Deliver debt advice and casework across the full range of debt issues under FCA rules.
• Identify remedies including Breathing Space, Debt Relief Orders and Bankruptcy; negotiate repayment plans.
• Advocate and negotiate with creditors and statutory bodies where needed.
• Maintain accurate client records using case management systems in line with standards.
• Identify recurring issues from cases to support campaigns for wider change.

Skills

Advice experience

Communication

Empathy

Resilience

Time management

Tools

Case management software

Job description

Debt Adviser / Caseworker

About the Role

Are you looking for a role where you can have a positive impact and genuinely change lives? Every day at Citizens Advice Swindon, people come to us facing severe financial hardship and what feels like unmanageable debt. As a Debt Adviser / Caseworker, you will work directly with individuals and families in Swindon to help them understand their options, find the right debt solution, and regain control of their finances.

What You’ll Be Doing

Specialist Debt Advice: Deliver debt advice and casework covering the full range of debt issues. Guide clients through remedies including Breathing Space, Debt Relief Orders, Bankruptcy, and negotiated repayment plans.
Income Maximisation: Identify unclaimed entitlements, tap into utility grants, and access local hardship funds for clients facing immediate crisis.
Advocacy & Negotiation: challenging unmanageable demands, unlawful creditor behaviour, or incorrect calculations, negotiating affordable repayment options and representing clients with statutory bodies where needed.
DRO Intermediary Work: Act as a Debt Relief Order Intermediary (we will provide full training if you are not already accredited).
Quality & Record Keeping: Maintain accurate, up-to-date client records using our case management systems in line with FCA and Advice Quality Standard frameworks.
Research & Campaigns: Identify recurring social policy issues from client cases and submit evidence to help campaign for wider change.

What We’re Looking For

Advice Experience: Recent experience delivering debt advice under FCA rules and Advice Quality Standards, OR experience in broader social welfare advice (e.g. welfare benefits, housing) with a desire to specialise in debt.
Communication & Advocacy: Able to explain legal or financial terms clearly to clients in distress, while negotiating firmly with creditors and statutory bodies.
Empathy & Resilience: A calm, non-judgmental approach when supporting people through stressful situations.
Workload Management: Able to manage a varied casework load, meet deadlines, and react to urgent situations
Core Values: A shared commitment to the aims, principles, and equality policies of the Citizens Advice service.

What We Offer

We care about our staff’s wellbeing and want everyone on our team to have a healthy work-life balance.

Competitive Salary: £28,500 – £32,000 per annum (depending on experience and DRO Intermediary status)
(Trainee salary: £26,000 per annum)

Work-Life Balance: 37 hours per week, with a flexible hybrid model combining office, and some home working once you’re independently thriving.
Generous Leave: 25 days annual leave plus Bank Holidays, and 3 discretionary days between Christmas and New Year; that’s 36 days a year!!
Future Security: 5% employer contribution to a workplace pension scheme.
Ongoing training and growth: Funded IMA Membership. A commitment to Continuous Professional Development and access to the Citizens Advice national Adviser training programme.
Wellbeing first: An Employee Assistance Programme (24/7 helpline, legal advice) and Mental Health & Wellbeing Support through Telus Health, unlocking exclusive perks and savings on cinema tickets, gift cards, and cashback. You will also qualify for a Blue Light Card.