Debt Adviser / Caseworker

Debt Adviser / Caseworker

About the Role
Are you looking for a role where you can have a positive impact and genuinely change lives? Every day at Citizens Advice Swindon, people come to us facing severe financial hardship and what feels like unmanageable debt. As a Debt Adviser / Caseworker, you will work directly with individuals and families in Swindon to help them understand their options, find the right debt solution, and regain control of their finances.

Whether you are an experienced Debt Caseworker or an adviser with a background in general social welfare (such as welfare rights, housing, or energy advice) who wants to move into debt casework, we would love to hear from you.

What You’ll Be Doing
Specialist Debt Advice: Deliver debt advice and casework covering the full range of debt issues. Guide clients through remedies including Breathing Space, Debt Relief Orders, Bankruptcy, and negotiated repayment plans.
Income Maximisation: Identify unclaimed entitlements, tap into utility grants, and access local hardship funds for clients facing immediate crisis.
Advocacy & Negotiation: challenging unmanageable demands, unlawful creditor behaviour, or incorrect calculations, negotiating affordable repayment options and representing clients with statutory bodies where needed.
DRO Intermediary Work: Act as a Debt Relief Order Intermediary (we will provide full training if you are not already accredited).
Quality & Record Keeping: Maintain accurate, up-to-date client records using our case management systems in line with FCA and Advice Quality Standard frameworks.
Research & Campaigns: Identify recurring social policy issues from client cases and submit evidence to help campaign for wider change.

What We’re Looking For
Advice Experience: Recent experience delivering debt advice under FCA rules and Advice Quality Standards, OR experience in broader social welfare advice (e.g. welfare benefits, housing) with a desire to specialise in debt.
Communication & Advocacy: Able to explain legal or financial terms clearly to clients in distress, while negotiating firmly with creditors and statutory bodies.
Empathy & Resilience: A calm, non-judgmental approach when supporting people through stressful situations.
Workload Management: Able to manage a varied casework load, meet deadlines, and react to urgent situations
Core Values: A shared commitment to the aims, principles, and equality policies of the Citizens Advice service.

What We Offer
We care about our staff’s wellbeing and want everyone on our team to have a healthy work-life balance.

Competitive Salary: £28,500 – £32,000 per annum (depending on experience and DRO Intermediary status)
(Trainee salary: £26,000 per annum)

Work-Life Balance: 37 hours per week, with a flexible hybrid model combining office, and some home working once you’re independently thriving.
Generous Leave: 25 days annual leave plus Bank Holidays, and 3 discretionary days between Christmas and New Year; that’s 36 days a year!!
Future Security: 5% employer contribution to a workplace pension scheme.
Ongoing training and growth: Funded IMA Membership. A commitment to Continuous Professional Development and access to the Citizens Advice national Adviser training programme.
Wellbeing first: An Employee Assistance Programme (24/7 helpline, legal advice) and Mental Health & Wellbeing Support through Telus Health, unlocking exclusive perks and savings on cinema tickets, gift cards, and cashback. You will also qualify for a Blue Light Card.

Ready to Apply?

Download our application pack and application form on our website www.citizensadviceswindon.org.uk/job-vacancies and email it back to recruitment@caswindon.org.uk by the application deadline.

We will consider offering a Trainee post to the right candidate, please note on your application form if you are applying as a trainee

Closing date: Thursday 12th November 2026, 5:00 PM

Interviews: 19th & 20th November 2026

Chat First: Want to learn more? Email recruitment@caswindon.org.uk to arrange an informal chat with a manager.