Debt Caseworker

Citizens Advice Ltd; United Kingdom; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Citizens Advice Ltd in Oxfordshire is seeking an experienced Debt Caseworker to advise clients on debt issues and negotiate with creditors. The role may be home or office based with some travel across Oxfordshire for client and staff meetings, and involves outreach, case management and liaison with statutory bodies.

You will provide regulated debt advice, assist with benefits checks, and ensure case files comply with standards. Training and development are included.

Qualifications

• Experience in providing debt advice and casework to clients.
• Ability to negotiate with creditors on client's behalf.
• Familiarity with benefits checks and maximising entitlement.
• Maintain accurate case records and ensure quality standards.

Responsibilities

• Provide debt-focused advice and casework across channels.
• Make outreach visits as necessary.
• Prepare and present cases to relevant statutory bodies; negotiate with third parties.
• Identify related client problems and refer to specialists.
• Keep case records for continuity, information retrieval and reporting.
• Ensure compliance with Office Manual and Advice Quality Standards.
• Collaborate with internal and external specialists to secure appropriate support.
• Assist with research and campaigns by sharing client information.
• Monitor service provision and alert on local and national issues.
• Keep up to date with legislation and attend meetings.

Job description

Location Abingdon/Didcot/Henley/Oxford/Thame/Witney/Hybrid

Interviews will take place on 9 December 2026.

About the role

Context of role:

We are looking for an experienced Debt Caseworker to work on one of our funded Debt Advice projects. This role could be home or office based, with some travel across Oxfordshire for client and staff meetings.

As a Debt Caseworker, you will be experienced in working with debt clients, negotiating with creditors on their behalf on all matters including council tax arrears, rent/mortgage arrears, electricity/gas debt, credit cards, insolvency, bailiffs etc. You will be familiar with options available for clients to maximise their income.

The aim of this project is to support our clients with the debt issues they have. This may include undertaking benefits checks with all clients to ensure they are receiving their full entitlement. A key focus will also be to help clients who have accumulated or are at risk of accumulating debt, through providing regulated debt advice and support.

Advice and Casework

Provide advice and casework over a variety of channels covering the full range of advice areas, although the main focus will be on debt. Make outreach visits as necessary.

Prepare and present cases to the appropriate statutory bodies. Negotiate with third parties as appropriate.

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

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

Maintain case records for the purposes of continuity of casework, information retrieval, statistical monitoring and report preparation.

Ensure that all casework conforms to the organisations Office Manual and the Advice Quality Standard and/or the specialist Quality Mark as appropriate.

Work with other specialists both within the service and externally to ensure that the client receives the most appropriate specialist support for different issues where appropriate.

Research & Campaigns

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

Monitor service provision to ensure that it reaches the widest possible client group.

Alert other staff to local and national issues.

Professional Development

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

Attend relevant internal and external meetings as agreed with the line manager.

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