Job Purpose
To provide high-quality, specialist debt advice and casework to clients, primarily across Merthyr Tydfil. This role forms part of Citizens Advice Merthyr Tydfil's telephone debt advice service and involves delivering advice remotely via telephone and digital channels, alongside office-based support. The postholder will manage a complex caseload, supporting clients through all stages of debt resolution, including financial assessments, creditor negotiations, budgeting, debt strategy and access to formal debt solutions where appropriate.
This is a specialist role, and we are seeking applicants who already have experience of delivering debt or money advice within Citizens Advice or a similar advice setting. We would also welcome applications from individuals with experience in the financial services sector or other relevant roles where they have developed strong knowledge of personal finance, lending, budgeting, financial vulnerability or debt management.
Applicants without relevant debt, money advice or financial sector experience are encouraged to apply for our Adviser vacancies, where full training and development will be provided.
The role is fast-paced and target-driven, requiring excellent organisational skills, resilience and the ability to manage competing priorities while maintaining high standards of advice quality and client care. The post is office-based for a minimum of 60% of the working week, with up to 40% home working available following the successful completion of probation, subject to service requirements. For candidates who are fluent Welsh speakers, we are particularly keen to hear from you. Due to the nature of the role and the demand for Welsh language services, fully remote working may be considered for the right candidate, subject to the needs of the service.
Essential Criteria
- At least 12 months’ experience delivering specialist debt advice and casework.
- Detailed understanding of debt types, debt solutions (e.g. DROs, DMPs, bankruptcy), and current legislation.
- Strong verbal and written communication skills, particularly in negotiating with third parties and representing clients.
- Confidence using IT systems and remote communication tools (e.g. case management systems, email, video calls).
- Ability to work both independently and as part of a team in a high-pressure, target-driven environment.
- Ability to work on your own initiative.
- Ability to meet deadlines and prioritise and manage your own workload effectively.
- Commitment to the aims and principles of Citizens Advice, including equality, diversity, and inclusion.
Desirable Criteria
- Trained to caseworker level.
- Qualified DRO Intermediary or willingness to gain qualification.
- MIMA or equivalent accreditation.
- Experience working in a blended office/remote service delivery model.
- Knowledge of local challenges faced by communities in Merthyr Tydfil.
- Able to communicate effectively in Welsh, both verbally and in writing, to meet the needs of Welsh-speaking clients and comply with Welsh language standards.
Pay: £29,549.00-£31,536.00 per year
Benefits:
Work Location: Hybrid remote in Merthyr Tydfil CF47
