Citizens Advice Cardiff and Vale is a progressive and dynamic advice service offering exciting career opportunities for individuals to join our organisation. We currently have the following job vacancy.
Debt Caseworker
We are looking for people to provide debt advice and casework via face-to-face, telephone and digital channels to clients throughout Wales as part of the Citizens Advice Advicelink Cymru service.
Looking for a career with work-life balance?
We offer Monday to Friday, 9 to 5 hours, with no evenings, weekends, bank holidays, or sales! You will receive a generous 30-day annual leave package in addition to Bank Holidays. We are offering a competitive starting salary, and we are proud of our strong development culture with frequent opportunities for training and career progression. We’re looking for people with a background in debt casework to provide clients with the best possible options to overcome debt issues. If this sounds like a good fit and you’d like to know more we would love to hear from you.
Hours: Full-Time- 37 hours per week; Monday - Friday
Salary: Salary from £28,642 to £31,803 depending on experience
Holidays: 30 days’ annual leave per annum, plus Bank Holidays
Closing Date: 5pm Friday 21 August 2026
Interview Date: Tuesday 25 August and Thursday 27 August 2026
Location: Barry and Cardiff
Job description
Purpose: The post-holder will work as part of a team delivering debt advice and casework to clients via face-to-face, telephone and digital channels.
Debt Caseworker Vacancy – Further Information
All training and minimum 6-month probationary period will be office based. Following completion of this there may be the opportunity to work some hours at home if this is desirable.
Qualifications and Skills
The successful candidates will:
- Have experience of or a commitment to delivering excellent client outcomes, either face to face, via telephone or other digital channels
- Be passionate about advocating on behalf of clients and negotiating with third parties to help resolve their debt problems
- Have an understanding of the debt process and solutions available
- Have experience in supporting clients in managing their finances and maximising their incomes.
- Welsh language applications are highly encouraged
Main duties and responsibilities
Advice and casework
- Provide casework covering the full range of debt advice and where appropriate generalist advice.
- Act on behalf of clients’ including making telephone calls and drafting letters to third parties.
- Negotiate with third parties as appropriate.
- Ensure income maximisation through the take up of appropriate benefits.
- Assist clients with other advice needs where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.
- Ensure that all advice and casework conforms to the Office Manual and the General Quality Mark standard as well as funder standards.
- Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
- Ensure that all work conforms to the organisation’s systems and procedures.
Research & Campaigning
- Assist with research & campaigning work by collating information about clients' circumstances and enquiries.
- Provide statistical information and regular reports to the management team as required.
- 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 all enquiry areas and undertake appropriate training.
- Read relevant publications and subscribe to appropriate newsletters produced by Citizens Advice.
- Attend relevant internal and external meetings as agreed with the line manager.
- Prepare for and attend internal and external meetings as required.
- Assist with initiatives for the improvement of services.
Administration
- Review and make recommendations for improvements to services.
- Maintain local information systems.
- Use IT for statistical recording, record keeping and document production.
- Keep up to date with policies and procedures relevant to the organisation’s work and undertake appropriate training.
- Maintain close liaison with relevant external agencies.
Public relations
- Liaise with statutory and non-statutory organisations and represent the service on outside bodies as appropriate.
Other duties and responsibilities
- Carry out any other tasks that may be within the scope of the post to ensure the effectivedelivery and development of the service.
- Demonstrate commitment to the aims and policies of the organisation.
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
Person specification
1. Knowledge and experience of generalist advice.
2. Knowledge and experience of delivering debt advice and casework.
3. Effective oral communication skills with particular emphasis on negotiating and representing.
4. Effective writing skills with particular emphasis on negotiating, representing and
preparing reviews, reports and correspondence.
5. Understand the issues involved in interviewing clients.
6. Numerate to the level required in the tasks.
7. Ability to prioritise own work, meet deadlines and manage caseload.
8. Ability to use IT in the provision of advice and the preparation of reports and submissions.
9. Ability to give and receive feedback objectively and sensitively and a willingness to
challenge constructively.
10. Ability and willingness to work as part of a team.
11. Ability to monitor and maintain own standards.
12. Demonstrate understanding of social trends and their implications for clients and service
provision.
13. Understanding of and commitment to the aims and principles of the service and its equal
opportunities policies.
Job Types: Full-time, Permanent
Pay: £28,642.00-£31,803.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
Application question(s):
- Why are you interested in the role?
- What will you bring to the role and organisation?
- If shortlisted for this role, are you available to attend an interview in our Barry office on Tuesday 25 August or Thursday 27 August 2026
Work Location: In person
