Debt Caseworker

Citizens Advice BANES; Pembroke Dock; On-site; GBP 27,000 - 32,000; Full time

Job summary

Citizens Advice is seeking a Debt Caseworker to deliver comprehensive debt advice to clients, from initial guidance to managing complex cases such as mortgage arrears, bankruptcy, and Consumer Credit Act disputes.

You will manage a caseload, maintain records per quality standards, and collaborate with partners to ensure a smooth client journey; some outreach may be required and DBS screening may be considered.

Qualifications

• GCSEs (or equivalent) including maths and English.
• In-depth knowledge and experience of debt advice casework.
• Effective communication skills (oral & writing).
• Ability to respond sensitively to clients from diverse backgrounds and negotiate with third parties.
• Fully understand the issues involved in interviewing clients.
• Understanding of social trends in money advice and their implications for clients.
• Organised approach to casework and ability to follow procedures.
• Ability to utilise IT in the provision of advice and the preparation of reports and submissions.
• Commitment to the aims and equality and diversity policies of the service.
• Ability to work independently and manage caseload.

Responsibilities

• Manage a caseload covering the full range of debt advice and make home/outreach visits as necessary.
• Maintain detailed records per Citizens Advice and FCA procedures for continuity and monitoring.
• Ensure all work meets the Citizens Advice quality framework.
• Provide basic welfare benefits advice and calculate income maximisation.
• Assist clients with letters and contacting creditors.
• Refer to advisers or agencies as appropriate and adapt to changing methods of delivering debt advice.
• Ensure casework conforms to internal policies and FCA regulations.
• Maintain relationships with referral partners for smooth client journeys.

Skills

Numeracy

Literacy

Communication skills

Negotiation

Independence

IT literacy

Education

GCSEs including maths & English

Job description

Interviews will take place on 14 October 2026.

About the role

Role Purpose

The Debt Caseworker works with a small team, managed by the Training and Quality Assurance Manager. You will deliver all aspects of debt advice to support clients to resolve their debt issues; from initial advice to dealing with contentious and complex debt advice problems, including mortgage and rent arrears re-possession cases, bankruptcy proceedings, and Consumer Credit Act disputes.

Full Job Description and Person Specification is provided below:

Role responsibilities

Casework

Manage a caseload covering the full range of debt advice and make home/outreach visits as necessary.

Maintain detailed records as required by current Citizens Advice and FCA procedures for the purposes of continuity of casework, information retrieval, and statistical monitoring and report preparation.

Ensure that all work meets the requirements of the Citizens Advice quality framework

Provide basic welfare benefits advice to clients to include assessing eligibility for benefits, better-off calculations and other income maximization advice

Assist clients where necessary by calculating, negotiating, drafting or writing letters and telephoning creditors.

Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.

Be able to work flexibly to take into account the rapidly changing methods of delivering debt advice.

Ensure that all casework conforms to the organisation’s Office Manual, the Debt Advice Quality Standard and is in line with FCA regulations.

Maintain strong working relationships with referral partners to ensure a smooth client journey, and to enhance multi-agency support systems within the county and region.

Research & Campaigns

Assist with research and campaigns work by providing information about clients’ circumstances.

Provide statistical information on the number of clients and nature of cases and provide regular reports as required.

Professional Development

Keep up to date with legislation, case law, policies and procedures relating to specified area and complete appropriate training.

Attend relevant internal and external meetings as required

Participate in Citizens Advice Debt Quality processes and procedures.

Prepare to attend supervision session/team meetings/management team meetings as appropriate.

Administration

Use IT for statistical recording, record keeping and document production.

Maintain a library of reference material and case law.

Liaise with statutory and non‑statutory organisations and represent the service as appropriate.

Other duties

Any other relevant duties as required to ensure the effective provision of the advice service.

Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Use a range of IT in the provision of debt advice, including but not limited to: webchat, email, telephone, bespoke money advice toolkits and the Debt assessment.

Demonstrate commitment to the aims and policies of the Citizens Advice Service.

Person specification

A good standard of numeracy and literacy, which usually means 5 GCSE’s or equivalent including maths and English or other relevant qualification/experience.

In-depth knowledge and experience of debt advice casework (training will be provided as required).

Effective communication skills (oral & writing) with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.

Ability to respond sensitively to clients from a variety of backgrounds who are under pressure and negotiate with third parties in order to minimise conflict.

Fully understand the issues involved in interviewing clients

Demonstrate an understanding of social trends in relation to money advice and their implications for clients and the service.

Organised approach to casework and an ability and willingness to follow and develop agreed procedures.

Ability to utilise IT in the provision of advice and the preparation of reports and submissions.

Understanding of and commitment to the aims and principles of the organisations service and its equality and diversity policies.

Ability to work independently, monitor and prioritise own work, comply to set standards, meet deadlines and manage caseload.

Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.

Ability to maintain own standards and work as part of a team including providing support to colleagues.

Understanding of the barriers facing people with mental health problems, learning disabilities and physical disabilities.

Full Driving license and access to a vehicle is required.

Qualified DRO Intermediary would be of benefit, but training will be provided.

Ability to speak Welsh would be great.

In accordance with Citizens Advice national policy we may require the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.