Neidio i’r llywio Neidio i’r cynnwys Neidio i’r troedyn

Debt Advice Caseworker

Position: Debt Advice Caseworker

Location: Burton on Trent

Closing date: 30 Medi 2019

Role details

Job title: Debt Advice Caseworker

Location: Burton on Trent

The Role

Project located within Trent & Dove Housing, Burton on Trent.

Salary: £21,530

Salary pro rata: No

30 - 37.5 Hours per week

Type of contract: Permanent

Closing date for applications: Monday 30 September 2019

Interview date: TBC

To apply, email:

Job Purpose

This post is funded by Trent & Dove Housing, Trent & Dove are the central social housing provider in East Staffordshire.

The Caseworker will be responsible for mainly responding to Trent & Dove referrals delivering a high quality debt advice service to clients, via face-to-face, telephone and digital channels. This role is based within the Trent & Dove office and the caseworker will be expected to self-supervise.

Main duties and responsibilities

Provide casework covering the full range of debt work, including financial capability advice.

Advise and assist client in negotiating with relevant housing, welfare benefit & justice agencies, & in budgeting, paying bills, maximizing income & claiming relevant benefits.

Act for client where necessary by calculating, negotiating & acting on debts, including offering advice on remedies such as challenging debts, debt relief orders & bankruptcy, informal debt management plans.

Clarify with the client their priority and non-priority debts, and assist the client to budget and negotiate realistic repayment plans with creditors.

Attain project targets and outcomes as set by the funder.

Respond promptly to referrals from the housing team at Trent & Dove.

Ensure that clients receive a prompt and professional service.

Ensure that all casework conforms to the organisation's Advice Quality Standard and/or the Specialist Quality Mark as appropriate.

Maintain case records for the purpose of continuity of casework, information retrieval & statistical monitoring & report preparation.


Set up and maintain casework and other admin systems as required.

Maintain agreed monitoring and outcome information for commissioning agencies and internal management purposes.

Ensure all casework is maintained using the Citizens Advice Case management system Casebook.

Professional development

Keep up to date with legislation, case law, policies & procedures relating to money advice, and attend appropriate training, including reading relevant publications.


Uphold the aims and principles of the organisation.

Comply with all the organisation's published policies and procedures, paying particular attention to Health & Safety, Confidentiality & Equal Opportunities.

Comply with organisational, statutory & legislative requirements.

Maintain regular contact with Voluntary and statutory agencies.

Undertake other such duties as may be required to ensure the effective delivery & development of the service.

Person Specification

Effective oral and written communication skills with particular emphasis on negotiating and representing.

Knowledge and/or recent experience of debt advice/casework.

Numerically competent and able to advise and support individuals in assessing their financial situation.

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

Ability to self supervise with support from development manager.

Ability to prioritize own work and manage caseload.

Take ownership of meeting deadlines and targets.

Takes ownership of delivering high quality work that adheres to the debt advice peer assessment quality standards and to work with the supervisor to rectify any fall in targets or quality performance.

Ability to use IT in the provision of advice.

Ability and willingness to work as part of a team.

Ability to monitor and maintain own standards.

Understanding of and commitment to the aims and principals of the Citizens Advice service and it's equality and diversity policies.

Adhere to the organisations CORE values.

Demonstrate understanding of social trends and their implications for clients and service provision.


Previous Experience of delivering advice under the Citizens Advice quality framework. (generalist adviser).

Full UK driving license.

Every local Citizens Advice is a registered charity. Different application procedures are adopted by individual local Citizens Advice. Contact the relevant one as outlined in the information about this role. You should not send an application form to national Citizens Advice.

All local Citizens Advice produce their own annual report, but you can find out more about the Citizens Advice network or download the latest national Citizens Advice annual report.