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**Please note - a completed application form is required to apply for this role, please visit our website for application details -Do not apply via Indeed ** www.pembscab.org/jobs

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.

• 35 hours per week, starting salary £26,115
• 22 days annual leave plus 3 prescribed days leave
• Pension Scheme

This role will be working across our Pembroke Dock and Haverfordwest Offices, with some home working if desired.

Role responsibilities

Casework

Ø Manage a caseload covering the full range of debt advice and make home/outreach visits as necessary.

Ø 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.

Ø Ensure that all work meets the requirements of the Citizens Advice quality framework

Ø Provide basic welfare benefits advice to clients to include assessing eligibility for benefits, better-off calculations and other income maximization advice

Ø Assist clients where necessary by calculating, negotiating, drafting or writing letters and telephoning creditors.

Ø 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.

Ø Be able to work flexibly to take into account the rapidly changing methods of delivering debt advice.

Ø Ensure that all casework conforms to the organisation’s Office Manual, the Debt Advice Quality Standard and is in line with FCA regulations.

Ø 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

Ø Assist with research and campaigns work by providing information about clients’ circumstances.

Ø Provide statistical information on the number of clients and nature of cases and provide regular reports as required.

Professional Development

Ø Keep up to date with legislation, case law, policies and procedures relating to specified area and complete appropriate training.

Ø Attend relevant internal and external meetings as required

Ø Participate in Citizens Advice Debt Quality processes and procedures.

Ø Prepare to attend supervision session/team meetings/management team meetings as appropriate.

Administration

Ø Use IT for statistical recording, record keeping and document production.

Ø Maintain a library of reference material and case law.

Ø Liaise with statutory and non-statutory organisations and represent the service as appropriate.

Other duties

Ø Any other relevant duties as required to ensure the effective provision of the advice service.

Ø Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

Ø 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.

Ø Demonstrate commitment to the aims and policies of the Citizens Advice Service.

Person specification

Essential Criteria

Ø A good standard of numeracy and literacy, which usually means 5 GCSE’s or equivalent including maths and English or other relevant qualification/experience.

Ø In-depth knowledge and experience of debt advice casework (training will be provided as required).

Ø Effective communication skills (oral & writing) with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.

Ø 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.

Ø Fully understand the issues involved in interviewing clients

Ø Demonstrate an understanding of social trends in relation to money advice and their implications for clients and the service.

Ø Organised approach to casework and an ability and willingness to follow and develop agreed procedures.

Ø Ability to utilise IT in the provision of advice and the preparation of reports and submissions.

Ø Understanding of and commitment to the aims and principles of the organisations service and its equality and diversity policies.

Ø Ability to work independently, monitor and prioritise own work, comply to set standards, meet deadlines and manage caseload.

Ø Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.

Ø Ability to maintain own standards and work as part of a team including providing support to colleagues.

Ø Understanding of the barriers facing people with mental health problems, learning disabilities and physical disabilities.

Ø Full Driving license and access to a vehicle is required.

Ø Qualified DRO Intermediary would be of benefit, but training will be provided.

Ø 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.

To apply for this role, please visit our website: www.pembscab.org/jobs
Or request and application form from kate.leslie@pembscab.org
Closing date: 18 Aug 2026

Pay: From £26,115.00 per year

Benefits:

• Casual dress
• Company pension
• Flexitime

Work Location: Hybrid remote in Pembroke Dock