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Gaddum, Manchester (On-site)
£29,010 per year
Part of team providing support to people coming through referral and assessment hub, ensuring they receive the right support as needed.
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Gaddum, Manchester (On-site)
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Providing outreach and support sessions, and delivering groups and events for carers and other partners across Salford.
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Page 14 of 15
Citizens Advice Stevenage
Stevenage, Hertfordshire (On-site)
£24,784.5 - £26,806 per year
Full-time
Contract (Fixed Term until 31st March 2027)

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

Working within the aims, policies, and principles of the Citizens Advice Service, the MaPS-funded Community Debt Caseworker will provide specialist debt advice and casework support to clients experiencing financial difficulty and problem debt.

The postholder will deliver holistic, person-centred advice across a range of channels including face-to-face, telephone, video conferencing, email, outreach settings, and community locations across Hertfordshire, ensuring services remain accessible, inclusive, and responsive to client needs, vulnerability, and complexity.

The role requires the delivery of high-quality debt advice in accordance with Money and Pensions Service (MaPS) quality standards, Citizens Advice membership requirements, and the Debt Advice Quality Framework.

Debt Advice and Casework

  • Provide specialist casework covering the full range of debt advice and debt solutions, ensuring all advice meets MaPS and Citizens Advice quality standards.
  • Manage a caseload of clients with complex debt issues, including priority and non-priority debts, insolvency options, enforcement action, and financial hardship.
  • Conduct detailed client assessments, including identifying emergencies, vulnerability, safeguarding concerns, and barriers to accessing services.
  • Deliver debt advice through a range of channels including face-to-face appointments, telephone, video call, email, outreach sessions, and home visits where appropriate.
  • Carry out Standard Financial Statement (SFS) budgeting, debt prioritisation, affordability assessments, and referral to appropriate debt remedies.
  • Prepare financial statements, debt assessments, income and expenditure calculations, and supporting documentation.
  • Act on behalf of clients through negotiation with creditors, enforcement agencies, utility providers, landlords, and statutory bodies.
  • Prepare and present cases to statutory bodies, tribunals, courts, and insolvency services where appropriate, including Debt Relief Orders (DROs), bankruptcy applications, Breathing Space applications, and other formal debt remedies.
  • Deliver holistic debt and financial capability advice, including budgeting, money management, financial resilience, and maximising income.
  • Ensure income maximisation through welfare benefit entitlement checks, grants, charitable support, discretionary schemes, and other financial assistance.
  • Assist clients with related issues integral to their debt case, including welfare benefits, housing, energy debt, employment, and financial exclusion, making referrals where appropriate.
  • Provide tailored support to clients experiencing vulnerability, mental health issues, digital exclusion, language barriers, or crisis situations.
  • Empower clients to make informed decisions and support them to improve long-term financial wellbeing and independence.
  • Offer access to holistic services and onward referrals for non-debt issues to ensure comprehensive client support.
  • Travel across Hertfordshire to deliver community-based outreach and face-to-face support where necessary.

Administration and Quality

  • Use IT systems for case recording, statistical monitoring, reporting, and document production.
  • Maintain accurate, comprehensive, and up-to-date case records in line with MaPS, Citizens Advice, GDPR, and organisational requirements.
  • Ensure all casework complies with Citizens Advice quality standards, organisational procedures, safeguarding policies, and the Advice Quality Standard.
  • Monitor progress of cases and ensure timely follow-up, review, and closure in accordance with service requirements.
  • Contribute to achieving service targets, contractual requirements, key performance indicators (KPIs), and quality standards.
  • Utilise digital systems, internal tools, and emerging technologies to support effective case management and service delivery.
  • Participate in service audits, peer reviews, and quality assurance processes.
  • Follow all relevant policies and procedures and undertake required training.

Research and Campaigns

  • Assist with research and campaigns activity by providing anonymised client information and feedback on local debt trends and emerging issues.
  • Record statistical information on client numbers, demographics, outcomes, and case types, providing reports, case studies, and analysis as required.
  • Identify trends affecting local communities including financial exclusion, energy debt, cost of living pressures, and access to financial support.
  • Raise awareness of local and national issues relevant to debt, poverty, financial capability, and social inclusion.
  • Contribute to continuous improvement and service development initiatives.

Partnership Working and Public Relations

  • Maintain effective liaison with statutory and non-statutory agencies, creditors, local authorities, housing providers, support organisations, and community partners.
  • Represent the service at partnership meetings, outreach events, forums, and external bodies as appropriate.
  • Work collaboratively with colleagues, volunteers, and partner agencies to ensure joined-up support for clients.
  • Contribute positively to team learning, mentoring, knowledge sharing, and service improvement activities.

Professional Development

  • Keep up to date with legislation, policy, and best practice relating to debt, welfare benefits, housing, consumer issues, and financial capability.
  • Undertake mandatory MaPS and Citizens Advice training, including DRO, Breathing Space, safeguarding, vulnerability, and data protection training.
  • Maintain MaPS-accredited advice standards and continuous professional development.
  • Attend internal and external meetings, supervision sessions, development activities, and team meetings as required.
  • Engage positively with feedback, reflective practice, and continuous improvement.

Other Duties

  • Carry out any other duties required to ensure effective service delivery.
  • Demonstrate commitment to the aims, principles, and equality, diversity, and inclusion policies of the Citizens Advice Service.
  • Follow health and safety procedures and share responsibility for own safety and that of colleagues.
  • Promote an inclusive and accessible service for all clients, respecting diversity and individual circumstances.
Application resources
Organisation
Citizens Advice Stevenage View profile Organisation type Registered Charity Company size 51 - 100

To help people solve their problems by providing options.

Posted on: 11 September 2026
Closing date: 11 October 2026 at 17:00
Tags: Advice / Information, Finance, Training / Learning