Debt caseworker jobs
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Citizen’s Advice is a leading advocate for change, offering free, confidential and impartial advice to people across England and Wales. For 85 years, Citizens Advice has been helping to shape a society that’s fairer for everyone by working on issues that affect the whole of society.
Here at Staffordshire North, we offer various services providing advice on debt, immigration, benefits, consumer and energy. Within our Debt Advice team, we help support a wide range of people to find a solution to their debt circumstances.
An opportunity to help people with their debt and money concerns, by launching your career into the third sector and joining our friendly advice team, where you will work in a fast paced, target driven environment, helping people across the country.
Salary: £25,731 p.a.
Reporting to: Team Leader
Location: On site, Stoke on Trent
Purpose of the job:
As a Debt Advice Caseworker, you will provide high quality advice and casework services to our clients who call through to our national help desk. The role is fully telephone based, at our office in Stoke on Trent. The telephone lines are open from 9am-8pm Monday to Friday, and Saturday 9.30am-1pm. The role includes a variety of shift patterns in line with the requirements of the contract.
You will predominantly be advising clients on their debt issues over the phone, helping them to find solutions to their issues. No call is the same, and each client is given tailored advice dependent on their circumstances. The role is demanding, but full training will be provided, and you will be, working as a part of an approachable and supportive team in a rewarding environment, allowing you to provide the best possible service to our clients.
Through your excellent communication skills and attention to detail, you will be able to deal with complex situations, provide accurate and detailed information, whilst achieving individual KPI’s and targets.
Flexibility is a key characteristic of all our posts and the post-holder may be asked to carry out other tasks consistent with the grade from time to time.
Thank you!
Contract: Fixed Term until 31st March 2027
MAIN PURPOSE
The adviser role will provide advice to clients in a variety of ways. This will include referrals from partner organisations, both incoming and outbound telephone calls and attendance at outreach settings. In addition web-chat, email, face to face video conferencing, and in future other digital channels such as social media.
The Adviser’s role is to explore the client’s issue and then provide information and advice relating to the client’s options.
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Identify and assist those clients who can self help or need assisted information. If the client needs full advice to either provide this immediately or arrange a further appointment.
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Advisers will research all options available to the client and explain their rights. Advisers will identify entitlement to benefits and complete basic form filling as well as providing budgeting advice and negotiating with third parties as needed.
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Advisers are required to ensure electronic client information and records are accurate and reflect the advice given. They must also comply with the Quality Advice process.
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The Adviser will pass clients onto Caseworkers if they require help with complex issues. Similarly, if they are vulnerable or they are adults with mental health problems whose issues cannot be dealt with by the Adviser.
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Use the electronic information system and relevant reference books to find and interpret the relevant information.
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Advisers will work in community settings as required in order to deliver advice as part of bespoke projects
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Ensure that all advice conforms to the organisation standards and the AQS.
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Attend relevant internal and external meetings as needed.
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Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.
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Ensure GDPR compliant training is completed on an annual basis.
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Ensure all work conforms to Citizens Advice Wirral’s systems and procedures.
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Adhere to the aims and policies of Citizens Advice.
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Abide by health and safety guidelines and take steps to ensure your own safety and that of colleagues.
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Recognise the importance of safeguarding procedures within the organisation. Ensure that any concerns, disclosures or allegations of abuse are immediately reported, following the correct procedure.
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To attend occasional out of hours events in conjunction with the work of Citizens Advice Wirral and participate in fund-raising activities.
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Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
ADVISER ROLE: Person Specification
Essential Criteria
1 Excellent communication skills, with the ability to question, interview and assess clients. Able to get to the root of the issues whilst maintaining control of the conversation.
2 Demonstrable experience of using a range of IT systems and packages confidently and competently.
3 Ability to research and interpret complex information and produce and present clear advice verbally and in writing.
4 Level 2 qualifications (GCSE or equivalent) in maths and English. The ability to interpret statistics, calculate benefits and complete financial statements as well as write up accurate case notes, letters and reports.
5 A knowledge of at least one of the main enquiry areas of debt, welfare benefits, housing and employment. A willingness to develop knowledge of these areas within the first 2 months of employment.
6 Excellent organisational skills with the ability to manage own workload and plan time efficiently to ensure deadlines are met.
7 Ability and willingness to work as part of a team and have a flexible approach as and where required by client needs. Flexibility to work out of hours if required.
8 A commitment to both the aims and principles of the Citizens Advice service and also to equality, diversity and inclusion.
Desirable
9 Demonstrate an awareness of issues facing vulnerable clients, many with mild-moderate mental health problems.
Interview date: Wednesday 4th February 2026
Interview location: Birkenhead, Wirral
Citizens Advice Wirral is part of the Disability Confident scheme. We're taking positive action by providing interviews to candidates who have a registered disability - provided they meet the minimum skills for the role. We'll ask you whether you are eligible when you apply, so if you'd like to be considered for this scheme, all you need to do is let us know in your application.
At Citizens Advice Wirral we seek to embrace emerging technologies and understand that Artificial Intelligence (AI) is increasingly part of everyday life. When we are recruiting, we use situational questions to assess a person's suitability for the role and so it's really important that we hear from the person themselves. With this in mind we screen responses to detect the presence of AI and where high levels of AI are detected we may not progress applications any further. We therefore strongly encourage applicants to avoid the use of AI, or to use minimal AI input to avoid a detrimental effect on the shortlisting process.
Thank you!
Our passionate Regional Casework Coordinators are SSAFA’s front line of support for members of the armed forces community in need. They are the first point of contact for all beneficiaries into the Regional Office, assessing needs and allocating the case to one of our volunteer caseworkers.
You will sometimes handle complex problems from individuals who may be distressed, identifying the presenting and potential underlying needs to determine the best way to support the beneficiary. You will have ownership of cases from beginning to end, coordinating the casework process in a timely manner and ensure that the beneficiary journey is at the centre of the Service. You will have the opportunity to shape processes and procedures within the office which will lead to improvements in the service offered to clients.
To help you establish yourself in this new post you will receive excellent training and induction to SSAFA.
Whilst the post is homebased, to be eligible for this role you are required to live in the South West region in Cornwall, Devon, Dorset, Wiltshire, Gloucestershire or Somerset. There will be occasional travel around the South West Region, and you will be required to travel for quarterly face to face team meetings.
About the team
The team work remotely and pride themselves in maintaining a close working bond which ensures the smooth operation of the office. You will work closely with volunteers from the eight SSAFA branches in the South West, supporting them to administer casework for SSAFA beneficiaries. The successful candidate will work as part of a larger team of 10, which includes two Regional Casework Managers and a Regional Operations Manager.
About you
To carry out this role successfully you will have a track record of providing welfare advice in key areas such as housing benefits, debt, disability, mobility or immigration issues. You will have knowledge of safeguarding and GDPR and experience in dealing with sensitive information and people in vulnerable situations. You will be able to provide excellent customer service by telephone, e-mail and face to face. You will have used Microsoft Office 365 to a high standard. It is important that you have experience of planning and managing your own workload, with minimal supervision.
It would be advantageous if you have an understanding of the way of life for today’s Armed Forces, veterans and their families and if you have experience of recruiting and supporting volunteers. An understanding of the voluntary sector and preferably the military charity sector landscape across the South West would be valuable
About SSAFA
SSAFA, the Armed Forces charity, has been providing practical, emotional, and financial support to our Forces and their families since 1885. SSAFA, is a trusted source of support for the Armed Forces community in their time of need; last year our trained teams of volunteers and employees helped more than 53,000 people in need, including veterans, serving personnel (regulars and reserves) and their families.
SSAFA understands that behind every uniform is a person. We are here for that person and their family – any time they need us, in any way they need us, for as long as they need us.
Diversity and Inclusion at SSAFA
SSAFA exists to support a diverse range of beneficiaries within the armed forces community, and we believe diversity within our teams is key to ensuring we can deliver our services effectively. We thrive on differences and believe it is critical to our success as a worldwide charity. SSAFA is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.
SSAFA is committed to using the Disclosure & Barring Service to ensure we, as an employer, safeguard those we serve.
No agencies please. Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
If you've applied for this role previously within the last six months, we encourage you not to reapply as we already have your details saved on our system and will contact you if a suitable position becomes available.
Closing date: Midnight on 19 January 2026. SSAFA reserves the right to close the vacancy early if we receive a high volume of suitable applications.
Interviews: 28 January 2026
Registered Charity
101 - 500
Our vision A society in which the Armed Forces, veterans and their families can thrive.
Thank you!
About the role
At the heart of our welfare operations, our brilliant Regional Casework Coordinators are the primary point of contact for members of the Armed Forces community when reaching out to our Regional Offices for assistance.
In this dynamic role, no two days are the same. You may be assisting beneficiaries in distress over the phone, managing email and voicemail communications, collaborating with volunteers on complex casework, building strong relationships with local authorities and charitable organisations, or working closely with internal services to secure the best possible outcomes for our beneficiaries.
You will sometimes handle complex problems from clients who may be distressed; identifying their needs to determine the best way to assist them. You will have ownership of cases from beginning to end, coordinating the casework process efficiently and ensuring that the beneficiary journey is at the centre of the service.
Whilst the post is homebased, to be eligible for this role you are required to live in the East of England region; in Norfolk, Suffolk, Cambridgeshire, Bedfordshire, Hertfordshire, or Essex.
You will occasionally be required to travel around the region or further afield, to attend face to face meetings or training events.
To help you establish yourself in this new post you will receive excellent training and an induction to SSAFA. You will initially be required to attend an in-person caseworkers’ course which may require an overnight stay.
About the team
Reporting to the Regional Casework Manager our Casework Coordinators, along with our Volunteer Caseworkers, work remotely within the regional office area. With beneficiaries at the heart of everything we do, team members pride themselves in building and maintaining close working relationships to ensure the smooth operation of the office. The wider regional team includes a Regional Manager, Volunteer Development Manager and a Community Engagement Manager.
About you
To thrive in this role, you will maintain composure and resilience in high-pressure situations, while demonstrating empathy and a strong commitment to assisting individuals in need.
Our beneficiaries are at the heart of everything we do. To assist them effectively, you’ll need to be an attentive listener and a clear, compassionate communicator.
You will have experience of providing welfare support, especially on the telephone and a good knowledge of benefits, debt management, disability, homelessness, local authority provision or mobility would be a real benefit. Understanding the way of life of today’s Armed Forces, veterans and their families and experience of working with volunteers would be a real advantage.
Knowledge of Safeguarding and GDPR is essential in this complex role as team members are responsible for recording and protecting personal data and reporting safeguarding concerns.
A good working knowledge of Microsoft Office 365 applications is essential, and prior experience using a case management system would be highly advantageous. It is important that you have experience of planning and managing your own workload, with minimal supervision.
About SSAFA
SSAFA, the Armed Forces charity is a trusted source of support for the Armed Forces community in their time of need. In 2024 our trained teams of volunteers and employees helped more than 54,000 people, including veterans, serving personnel (regulars and reserves) and their families.
SSAFA understands that behind every uniform is a person. And we are here for that person and their family, any time they need us and in any way they need us.
Diversity and Inclusion at SSAFA
SSAFA exists to support a diverse range of beneficiaries within the armed forces community, and we believe diversity within our teams is key to ensuring we can deliver our services effectively. We thrive on differences and believe it is critical to our success as a worldwide charity. SSAFA is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.
SSAFA is committed to using the Disclosure & Barring Service to ensure we, as an employer, safeguard those we serve.
Further information about the role can be found via the Apply button.
If you have any queries or would like to speak to someone about this role, email us for an informal discussion.
No agencies please. Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
If you need any adjustments to support you with the application process, please contact us.
Recently unsuccessful candidates need not reapply.
How to apply
For more information and to apply, please click on the Apply button.
If you need any adjustments to support you with the application process, please contact us.
Closing date: Midnight on 25 January 2026. SSAFA reserves the right to close the vacancy early if we receive a high volume of suitable applications.
Interviews: Week commencing 02 February 2026.
As part of the selection process, you will be required to complete an assessment.
Registered Charity
101 - 500
Our vision A society in which the Armed Forces, veterans and their families can thrive.
Thank you!
We are seeking an experienced Chief Operating Officer / Deputy CEO to help lead our growing organisation through an exciting period of consolidation and development.
You will work closely with the CEO and Trustees, overseeing operations, finance, people, and systems across our six community projects, helping ensure strong governance, sustainability, and impact.
We’re looking for someone with:
• Senior leadership experience in the charity or non-profit sector
• Strong operational and financial management skills
• Experience leading teams and multiple projects
• A collaborative, values-driven leadership style
This role has a Genuine Occupational Requirement for the post holder to be a practising Christian, in accordance with the Equality Act 2010.
How to apply:
Click here to download the Applicant Information Pack which also includes details of how to apply or contact us for further information.
