Job Description

Debt Adviser


Reports to: Debt Team Leader


Contract type: Permanent


Working hours: Full time - 37 hours per week


Salary grade: 30,617


Location: Bargoed office


Closing date : 5pm on 25th April 2025


Interview dates : 29th April 2025


Role Profile


We are looking to recruit a highly motivated individual as a Debt Advice Caseworker within our Debt Advice Team. Ensuring that the work conforms to the Advice Quality Standard (AQS) and Quality of Advice Assessment in Wales.


The successful candidate(s) will have strong numerical and analytical skills as well as good communication skills and a commitment to delivering a high quality service.


Citizens Advice Caerphilly Blaenau Gwent (CACBG) is an established and well regarded local independent charity who provide free, impartial and confidential advice. We undertake Research & Campaign work to influence policy makers and to effect change.


You will help people in-person, over the phone or by video call to fully understand their problems and empower them to manage their money and improve their overall wellbeing.


If you are well organised, can prioritise your time and workload effectively and have a drive to learn, send us your CV and a cover letter to tell us why you want to become one of our Debt Advisers.









Main duties and responsibilities:


1. Casework


Undertake training to provide the following:

In-depth, high quality debt advice and proactive on-going casework. Interview clients using sensitive listening and questioning skills in order to allow clients the opportunity to explain their problem(s) and empower them to set their own priorities. Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning. Research and explore options and implications so that service users can make informed choices. Negotiate with third parties, including statutory and non-statutory organisations as required. Assist clients in the creation of realistic and sustainable budgets and develop clients' financial capability skills. Ensure income maximisation through various means including the uptake of appropriate welfare benefits. Work with partners and local organisations to provide clients with access to local services to meet their needs. Prepare and present cases to the appropriate statutory bodies, tribunals or courts, as appropriate. Assist clients with other related problems where they are integral to their case and refer to other advisers or specialist agencies as appropriate. Use appropriate accredited information sources to provide supporting materials tailored to the client's needs. Keep clients informed through the use of confirmation of advice letters and timely updates. Maintain appropriate case records, including but not limited to: + ensuring all work meets auditing and quality standards, the requirements of the funder and CACBG's requirements;
+ ensuring all case records are accurate and updated in a timely manner.



2. Training and development

Willingness to train to achieve accreditation in Money Advice at level three or higher; Keep up to date with legislation, case law, policies and procedures relating to debt and money advice and undertake appropriate training. Read relevant publications. Attend relevant internal and external meetings as agreed with the line manager. After 12 months the commitment to completing the DRO intermediary and CertMap qualifications.
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3. Research and Campaigning

Assist with Research and Campaigning by providing information about clients' circumstances, including: + recording client profile information;
+ producing case studies as required.
Alert other staff to local and national issues.
4. Administration

Maintain local information systems. Use IT for statistical recording, record keeping and document production. Keep up to date with policies and procedures relevant to the post and undertake appropriate training. Ensure that all work conforms to CACBG's standards and requirements. Maintain a library of reference material and case law.
5. Other duties and responsibilities

Undertake any other duties in keeping with the general nature of the post. Promote the aims, principles and values of the service and abide by CACBG's equal opportunity policies. Undertake travel within the area covered by CACBG, as required, in order to be able to fulfil the duties of the post. Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.


Person specification




Must have, or be able to demonstrate the ability to attain, accreditation in Money Advice Service at level three or higher.

Excellent written and verbal communication skills with a particular emphasis on negotiating, representing and preparing reviews, reports and correspondence with third party organisations.

High standard of numeracy with an ability to understand and analyse financial and other numerical information

Ability to communicate with clients appropriately and effectively, identifying and supporting vulnerable clients

The ability to prioritise tasks, to work towards project targets, manage a caseload, meet deadlines and to manage time effectively using own initiative whilst monitoring and maintaining own standards.

An ordered approach to casework and an ability and willingness to follow and develop agreed procedures. Good practical knowledge of IT system in the provision of advice, for case recording, internet/emails, accessing relevant information and resources online Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.

Ability and willingness to work effectively alone and as part of a team.

Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies.

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.


How to apply


Submit your CV and a cover letter using the person specification to tell us why you want to become a trainee debt adviser. Please submit via our Teamtailor recruitment portal by 5:00pm on Friday 25th April.


What we give our Staff


We offer an attractive remuneration package with excellent benefits:

Generous annual leave package Hybrid Working (following completion of a successful probationary period) Ongoing personal training and development 24/7 access to our Employee Assistance Programme, which also offers perks such as high street shopping discounts Pension scheme Contractual sick pay Casual dress code * Eye care voucher