Contract: 1 year fixed term contract (subject to review)
Closing Date: 24th July 2026
Debt Advice Caseworker
We are looking for a Debt Advice Caseworker to join our Debt & Hardship Team, working 12 hours per week. The role can be hybrid, based in Thetford at the Citizens Advice office. We are also considering applications from those who have supervision experience or wish to develop these skills.
This is an exciting opportunity to join our small debt team, supporting local people through difficult times and making a big difference. You will be passionate about providing an effective, holistic service to those most in need. You will need to demonstrate that you can engage skilfully with clients, and be highly motivated, a strong team player with excellent interpersonal and organisational skills.
Ideally you will have a debt advice background and be MaPS accredited, experienced in casework and holistic advice.
Responsibilities
- Explore the client’s financial circumstances and details of debts
- Identify areas where clients could maximise income or minimise expenditure
- Complete budgets and benefit checks
- Provide information and advice to empower clients to act on their own behalf
- Explore options and implications to enable the client to make an informed decision
- Identify benefits and additional financial support and assist with applications
- Provide full support to the client from triage — identifying the debt issue, providing debt options and continuing through to resolution
- Advocate for clients and provide holistic support
- Train and support the wider debt/hardship team
- Develop supervision skills, complete supervision training and IFRs
- Work to MaPS standards and FCA regulations
Person Specification
- Accredited or certified in Debt Advice Casework with more than 2 years’ experience directly in this advice area
- An ability to demonstrate a high level of commitment to ongoing training, identify own training needs and participate in continued personal development opportunities
- Effectively able to prioritise tasks and work to deadlines using own initiative
- Experience of communicating effectively, both orally and in writing, with a range of people and organisations
- Good numeracy skills with the ability to carry out efficient calculations and prepare budgets for clients
- Good IT skills required for statistical recording, record keeping and document production
- Ability and willingness to follow agreed procedures, compliance and regulations
- Ability to work in a sensitive, enabling and non‑judgemental way with people from a wide range of backgrounds
- Ability to maintain confidentiality and appropriate professional boundaries
- Understanding of and commitment to the aims and principles of the Citizens Advice service
- Wider knowledge of other advice areas
- Appreciation of the local community and social challenges in the area and their implications for clients and service provision
Additional Information
- In accordance with Citizens Advice national policy, the successful candidate will be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.
- Citizens Advice Diss, Thetford & District does not hold a sponsor licence and cannot issue certificates of sponsorship under the points-based system. To take up this post you must have the right to work in the UK.
Diversity and Equality Statement
We value diversity, promote equality and challenge discrimination.
