Debt Resolution Caseworker (Hybrid)

THE NATIONAL ASSOCIATION OF CITIZENS ADVICE BUREAUX; Pembroke Dock; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

The National Association of Citizens Advice Bureaux in Pembroke Dock seeks a Debt Caseworker to handle debt advice from initial contact to resolution, including mortgage and rent arrears and Consumer Credit Act issues, focusing on client outcomes.

This 35-hour-per-week, hybrid role involves managing a caseload, recording in line with quality standards and FCA rules, and liaising with partners to support seamless client journeys. Welsh language ability would be a plus.

Qualifications

• 5 GCSEs including maths and English or equivalent.
• In-depth knowledge and experience of debt advice casework.
• Effective communication skills (oral & written) with emphasis on negotiating and reporting.
• Ability to respond sensitively to clients under pressure and manage caseload.

Responsibilities

• Manage a caseload covering full debt advice range and attend home/outreach visits as needed.
• Maintain detailed records per Citizens Advice and FCA procedures for continuity and reporting.
• Ensure work meets the Citizens Advice quality framework.
• Provide basic welfare benefits advice, including better-off calculations.
• Assist clients by drafting letters and contacting creditors.
• Refer to advisers or agencies as appropriate and collaborate with partners.

Skills

Numeracy

Literacy

Communication skills

Debt advice experience

Negotiation

Education

GCSEs including Maths and English

Tools

Debt advice tools

IT systems

Job description

The National Association of Citizens Advice Bureaux in Pembroke Dock seeks a Debt Caseworker to handle debt advice from initial contact to resolution, including mortgage and rent arrears and Consumer Credit Act issues, focusing on client outcomes.

This 35-hour-per-week, hybrid role involves managing a caseload, recording in line with quality standards and FCA rules, and liaising with partners to support seamless client journeys. Welsh language ability would be a plus.