Debt Caseworker (trainee or skilled) - Helpline

Are you passionate about helping people and using your skills in communication, IT, and customer service? Do you want to work in a supportive call centre team assisting individuals experiencing debt?

We are looking for a Debt Caseworker to join our Debt Advice Team Helpline. In this role, you will provide support, information, advice and case work to clients via phone, email or web chat.

With full training provided, you will have the opportunity to progress to a debt caseworker and will later on have the opportunity to specialise in debt advice by undertaking a Certificate in Money Advice.

Key Responsibilities

Conduct detailed assessments of clients’ financial situations, including income, expenditure, debts, and assets.

Provide information and advice to empower clients to take appropriate action on their own behalf, including signposting to other agencies where necessary.

Deliver impartial and accurate advice on debt solutions, budgeting, and financial management.

Develop and agree individual action plans with clients to help them manage and resolve their debt problems effectively.

Liaise with creditors and third parties on behalf of clients to negotiate affordable repayment arrangements, temporary relief, or debt write-offs.

Monitor client progress, provide ongoing support, and update case files as circumstances change.

Maintain accurate and confidential records in accordance with organisational policies and data protection regulations.

Use IT systems effectively to support case management, communication, and reporting requirements.

Keep up to date with relevant legislation, case law, policies, and procedures relating to money advice, and participate in ongoing training and professional development.

Meet performance targets and comply with professional and regulatory standards set by the organisation and accrediting bodies.

Collaborate with colleagues, supervisors, and external partners to ensure clients receive coordinated and comprehensive support.

Benefits:

Salary £25,738 rising to £28,560

Full training to become a Debt Caseworker, with progression to specialist qualifications.

21 days holiday plus bank holidays, birthday leave, and Christmas closedown. Long service leave on increment after four years service.

8% employer pension contribution (plus salary sacrifice option).

EAP scheme and reduced local gym membership.

Free parking

Supportive, development-focused team culture.