Debt Caseworker

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

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

Essential Criteria

• 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.