Face to Face Debt Caseworker (trainee)

About the Role

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

We are looking for a Debt Caseworker to join our Local Debt Advice Team. In this role, you will provide support, information, advice and case work to clients via phone, email and web chat. You will also meet clients for face to face debt appointments at our local office and outreaches.

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 £25,738.00 rising to £27,500.00 (when fully trained after 6 months), 21 days holiday, 8 bank holidays, additional Christmas Closedown leave, birthday leave, 8% employer pension, option for salary sacrifice for pension, EAP scheme, reduced local gym membership, full training to debt caseworker with CERTMAP qualification.

To apply:

Please send your CV to esylvester@calw.org.uk with a covering letter to explain how your skills match the duties of the post