Debt Adviser / Caseworker
About the Role
Are you looking for a role where you can have a positive impact and genuinely change lives? Every day at Citizens Advice Swindon, people come to us facing severe financial hardship and what feels like unmanageable debt. As a Debt Adviser / Caseworker, you will work directly with individuals and families in Swindon to help them understand their options, find the right debt solution, and regain control of their finances.
What You’ll Be Doing
Specialist Debt Advice: Deliver debt advice and casework covering the full range of debt issues. Guide clients through remedies including Breathing Space, Debt Relief Orders, Bankruptcy, and negotiated repayment plans.
Income Maximisation: Identify unclaimed entitlements, tap into utility grants, and access local hardship funds for clients facing immediate crisis.
Advocacy & Negotiation: challenging unmanageable demands, unlawful creditor behaviour, or incorrect calculations, negotiating affordable repayment options and representing clients with statutory bodies where needed.
DRO Intermediary Work: Act as a Debt Relief Order Intermediary (we will provide full training if you are not already accredited).
Quality & Record Keeping: Maintain accurate, up-to-date client records using our case management systems in line with FCA and Advice Quality Standard frameworks.
Research & Campaigns: Identify recurring social policy issues from client cases and submit evidence to help campaign for wider change.
What We’re Looking For
Advice Experience: Recent experience delivering debt advice under FCA rules and Advice Quality Standards, OR experience in broader social welfare advice (e.g. welfare benefits, housing) with a desire to specialise in debt.
Communication & Advocacy: Able to explain legal or financial terms clearly to clients in distress, while negotiating firmly with creditors and statutory bodies.
Empathy & Resilience: A calm, non-judgmental approach when supporting people through stressful situations.
Workload Management: Able to manage a varied casework load, meet deadlines, and react to urgent situations
Core Values: A shared commitment to the aims, principles, and equality policies of the Citizens Advice service.
What We Offer
We care about our staff’s wellbeing and want everyone on our team to have a healthy work-life balance.
Competitive Salary: £28,500 – £32,000 per annum (depending on experience and DRO Intermediary status)
(Trainee salary: £26,000 per annum)
Work-Life Balance: 37 hours per week, with a flexible hybrid model combining office, and some home working once you’re independently thriving.
Generous Leave: 25 days annual leave plus Bank Holidays, and 3 discretionary days between Christmas and New Year; that’s 36 days a year!!
Future Security: 5% employer contribution to a workplace pension scheme.
Ongoing training and growth: Funded IMA Membership. A commitment to Continuous Professional Development and access to the Citizens Advice national Adviser training programme.
Wellbeing first: An Employee Assistance Programme (24/7 helpline, legal advice) and Mental Health & Wellbeing Support through Telus Health, unlocking exclusive perks and savings on cinema tickets, gift cards, and cashback. You will also qualify for a Blue Light Card.
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Debt Adviser / Caseworker in Swindon employer: ACFA
Citizens Advice South Gloucestershire is an exceptional employer dedicated to making a meaningful impact in the community. With a strong focus on employee well-being, we foster a supportive and collaborative work culture that encourages professional growth and development. Our team members enjoy competitive salaries, comprehensive training, and the opportunity to make a real difference in the lives of those facing financial hardship.
