Debt Caseworker in Pembroke Dock

Interviews will take place on 14 October 2026.

Role Purpose

The 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.

Role responsibilities

• Casework
  • Manage a caseload covering the full range of debt advice and make home/outreach visits as necessary.
  • 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.
  • Ensure that all work meets the requirements of the Citizens Advice quality framework.
  • Provide basic welfare benefits advice to clients to include assessing eligibility for benefits, better-off calculations and other income maximization advice.
  • Assist clients where necessary by calculating, negotiating, drafting or writing letters and telephoning creditors.
  • 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.
  • Be able to work flexibly to take into account the rapidly changing methods of delivering debt advice.
  • Ensure that all casework conforms to the organisation’s Office Manual, the Debt Advice Quality Standard and is in line with FCA regulations.
  • 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
  • Assist with research and campaigns work by providing information about clients’ circumstances.
  • Provide statistical information on the number of clients and nature of cases and provide regular reports as required.
• Professional Development
  • Keep up to date with legislation, case law, policies and procedures relating to specified area and complete appropriate training.
  • Attend relevant internal and external meetings as required.
  • Participate in Citizens Advice Debt Quality processes and procedures.
  • Prepare to attend supervision session/team meetings/management team meetings as appropriate.
• Administration
  • Use IT for statistical recording, record keeping and document production.
  • Maintain a library of reference material and case law.
  • Liaise with statutory and non‑statutory organisations and represent the service as appropriate.
• Other duties
  • Any other relevant duties as required to ensure the effective provision of the advice service.
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
  • 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.
  • Demonstrate commitment to the aims and policies of the Citizens Advice Service.

Person specification

• A good standard of numeracy and literacy, which usually means 5 GCSE’s or equivalent including maths and English or other relevant qualification/experience.
• In-depth knowledge and experience of debt advice casework (training will be provided as required).
• Effective communication skills (oral & writing) with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.
• 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.
• Fully understand the issues involved in interviewing clients.
• Demonstrate an understanding of social trends in relation to money advice and their implications for clients and the service.
• Organised approach to casework and an ability and willingness to follow and develop agreed procedures.
• Ability to utilise IT in the provision of advice and the preparation of reports and submissions.
• Understanding of and commitment to the aims and principles of the organisations service and its equality and diversity policies.
• Ability to work independently, monitor and prioritise own work, comply to set standards, meet deadlines and manage caseload.
• Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
• Ability to maintain own standards and work as part of a team including providing support to colleagues.
• Understanding of the barriers facing people with mental health problems, learning disabilities and physical disabilities.
• Full Driving license and access to a vehicle is required.
• Qualified DRO Intermediary would be of benefit, but training will be provided.
• 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.