Debt & Money Advice Trainee Caseworker

Citizens Advice Ltd; Liverpool; On-site; GBP 26,000 - 36,000; Full time

Job summary

Citizens Advice is seeking a Debt Advice Caseworker in Liverpool to provide in-person debt and money management advice. The role involves mentoring colleagues, handling complex information, and working collaboratively to deliver high-quality service across multiple channels.

You will support clients through debt relief orders, insolvency options, and welfare benefits, while meeting performance targets and CAB quality standards. Flexibility to cover across sites is required.

Qualifications

• Experience in debt and money advice, including complex casework and insolvency options.
• Willingness to undertake training to meet Money and Pensions Service standards.
• Ability to hit performance targets and quality KPIs.
• Strong communication and numeracy skills, both written and verbal.
• Ability to prioritise workloads and meet deadlines under pressure.
• Comfort with using IT tools and case management systems.

Responsibilities

• Provide a full debt and money management casework service, including debt relief orders and bankruptcies.
• Deliver services via phone, digital channels, drop-ins, appointments, outreach, and home visits.
• Draft letters, budgets, financial statements, and negotiate with third parties on behalf of clients.
• Maximise income through welfare benefits take-up.
• Prepare cases for tribunals and courts when required.
• Refer clients to appropriate agencies and advisers as needed.
• Maintain service standards and comply with CAB quality frameworks.
• Monitor and report on activity and outcomes.
• Collaborate with colleagues to meet KPIs and target service levels.
• Provide emergency cover and support across the service when needed.
• Analyse complex information and present it clearly in writing for negotiation.

Skills

Debt casework

Performance targets

Communication skills

Numeracy

Prioritising workload

Teamwork

Feedback and challenge

IT literacy

Cross-site collaboration

Education

IMA Certificate or MaPS accreditation

Tools

Microsoft Office

Job description

Citizens Advice is seeking a Debt Advice Caseworker in Liverpool to provide in-person debt and money management advice. The role involves mentoring colleagues, handling complex information, and working collaboratively to deliver high-quality service across multiple channels.

You will support clients through debt relief orders, insolvency options, and welfare benefits, while meeting performance targets and CAB quality standards. Flexibility to cover across sites is required.