**Please note - a completed application form is required to apply for this role, please visit our website for application details -Do not apply via Indeed ** www.pembscab.org/jobs
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.
- 35 hours per week, starting salary £26,115
- 22 days annual leave plus 3 prescribed days leave
- Pension Scheme
This role will be working across our Pembroke Dock and Haverfordwest Offices, with some home working if desired.
Role responsibilities
Casework
Ø Manage a caseload covering the full range of debt advice and make home/outreach visits as necessary.
Ø 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.
Ø Ensure that all work meets the requirements of the Citizens Advice quality framework
Ø Provide basic welfare benefits advice to clients to include assessing eligibility for benefits, better-off calculations and other income maximization advice
Ø Assist clients where necessary by calculating, negotiating, drafting or writing letters and telephoning creditors.
Ø 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.
Ø Be able to work flexibly to take into account the rapidly changing methods of delivering debt advice.
Ø Ensure that all casework conforms to the organisation’s Office Manual, the Debt Advice Quality Standard and is in line with FCA regulations.
Ø 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
Ø Assist with research and campaigns work by providing information about clients’ circumstances.
Ø Provide statistical information on the number of clients and nature of cases and provide regular reports as required.
Professional Development
Ø Keep up to date with legislation, case law, policies and procedures relating to specified area and complete appropriate training.
Ø Attend relevant internal and external meetings as required
Ø Participate in Citizens Advice Debt Quality processes and procedures.
Ø Prepare to attend supervision session/team meetings/management team meetings as appropriate.
Administration
Ø Use IT for statistical recording, record keeping and document production.
Ø Maintain a library of reference material and case law.
Ø Liaise with statutory and non-statutory organisations and represent the service as appropriate.
Other duties
Ø Any other relevant duties as required to ensure the effective provision of the advice service.
Ø Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
Ø 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.
Ø Demonstrate commitment to the aims and policies of the Citizens Advice Service.
Person specification
Essential Criteria
Ø A good standard of numeracy and literacy, which usually means 5 GCSE’s or equivalent including maths and English or other relevant qualification/experience.
Ø In-depth knowledge and experience of debt advice casework (training will be provided as required).
Ø Effective communication skills (oral & writing) with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.
Ø 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.
Ø Fully understand the issues involved in interviewing clients
Ø Demonstrate an understanding of social trends in relation to money advice and their implications for clients and the service.
Ø Organised approach to casework and an ability and willingness to follow and develop agreed procedures.
Ø Ability to utilise IT in the provision of advice and the preparation of reports and submissions.
Ø Understanding of and commitment to the aims and principles of the organisations service and its equality and diversity policies.
Ø Ability to work independently, monitor and prioritise own work, comply to set standards, meet deadlines and manage caseload.
Ø Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
Ø Ability to maintain own standards and work as part of a team including providing support to colleagues.
Ø Understanding of the barriers facing people with mental health problems, learning disabilities and physical disabilities.
Ø Full Driving license and access to a vehicle is required.
Ø Qualified DRO Intermediary would be of benefit, but training will be provided.
Ø 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.
To apply for this role, please visit our website: www.pembscab.org/jobs
Or request and application form from [email protected]
Closing date: 18 Aug 2026
Pay: From £26,115.00 per year
Benefits:
- Casual dress
- Company pension
- Flexitime
Work Location: Hybrid remote in Pembroke Dock
