Do you have excellent organisational skills, great attention to detail and a passion for helping people? Are you committed to achieving the best possible outcomes for people experiencing debt across Pembrokeshire?

If so, we’d love to hear from you!

About the role

As a Debt Caseworker, you’ll join a dedicated, supportive team, managed by our Training and Quality Assurance Manager, helping people navigate difficult financial situations and find practical solutions to their debt problems.

You’ll provide a full range of debt advice, from initial guidance and support through to complex and contentious cases. This may include mortgage and rent arrears, repossession cases, bankruptcy proceedings and Consumer Credit Act disputes.

This is a rewarding opportunity to use your skills and knowledge to make a real difference in people’s lives, supporting clients to understand their options, overcome challenges and move towards a more secure financial future.

What we offer

We recognise that life outside work matters, too. We’re committed to creating a supportive working environment where our team feels valued and can balance their work with their personal commitments.

Starting salary: £28,544 per annum (full-time equivalent)

Hours: 35–37 hours per week (pro rata, you can choose between 35 and 37 hours depending on your preference).

Locations: Haverfordwest and Pembroke Dock, Pembrokeshire.

Our benefits include

• Flexible working hours – we understand that everyone has commitments outside work. We aim to accommodate personal responsibilities and appointments wherever possible, helping you maintain a healthy work-life balance, alongside the needs of the service.

• Hybrid working – the opportunity to work from home one day per week.

• Annual leave – 22 days of annual leave, plus 3 prescribed days off.

• Additional leave – extra annual leave to recognise long service, plus a dedicated Christmas shopping day.

• Pension scheme – helping you plan for your future.

• A supportive team – work alongside colleagues who share your commitment to helping people and making a positive difference across Pembrokeshire.

Interested in joining us?

If you’re passionate about supporting people, enjoy problem-solving and want to be part of a dedicated team making a genuine difference in the community, we’d love to hear from you.

To apply, please complete the application form below and email it, along with your CV, to kate.leslie@pembscab.org before the closing date.

Closing date: 11th November 2026
Interview date: 19th November 2026

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

Essential Criteria

• 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 (full training will be provided to the successful applicant if you do not already have this).
• 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.