MAIN PURPOSE:

To provide an effective and efficient casework service within the aims and policies of Citizens Advice Wirral. This includes negotiation and representation on behalf of clients, many of whom may be vulnerable, may have mental health needs and/or long term conditions.

The role of the caseworker is to take control of the issue being advised upon, including follow-up work for the client. This may include chasing third parties on a monthly/quarterly basis as defined by the type of case.

The debt caseworker will work with the client to find the most appropriate debt solution for their circumstances.

KEY RESPONSIBILITIES:

• Provide casework covering the full range of specialist debt advice assisting clients with the presenting issue and any associated issues through a full exploration of their situation.

• Deliver advice in a variety of ways including email, telephone and face-to-face at outreach settings. Use listening and questioning skills to allow clients to explain their issue(s). Explore the options and implications so that they can make informed decisions.

• To provide a holistic service, offering the client onward referral to other organisations as appropriate.

• Act for the client by calculating, negotiating, writing letters and making phone calls, representing them where appropriate.

• Use appropriate sources to find the relevant information. Interpret and convey this to the client.

• Prepare and present cases to the appropriate statutory bodies, tribunals and courts, completing admin as required.

• Keep accurate and complete case records which meet Citizens Advice Wirral’s quality standards and project requirements.

• Ensure that all casework conforms to the organisation standards, systems and procedures, the AQS Quality Mark and the contract commissioners’ requirements.

• Attend relevant internal and external meetings as needed.

• Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.

• Ensure GDPR-compliant training is completed on an annual basis.

• Ensure all work conforms to Citizens Advice Wirral’s systems and procedures.

• Adhere to the aims and policies of Citizens Advice.

• Abide by health and safety guidelines and take steps to ensure your own safety and that of colleagues.

• Recognise the importance of safeguarding procedures within the organisation, ensuring that any concerns, disclosures or allegations of abuse are immediately and correctly reported.

• To attend occasional out-of-hours events in conjunction with the work of Citizens Advice Wirral and participate in fund-raising activities.

• Carry out any other tasks that may be within the post's scope to ensure the effective delivery and development of the service.

Debt Caseworker: Person Specification

Essential criteria:

1 Level 2 qualifications (GCSE or equivalent)  in maths and English with the ability to understand statistics, calculate benefits and complete financial statements as well as write up accurate case notes, letters and reports.

2 Knowledge and experience of advice work - ideally debt, but may also include welfare benefits, housing, employment, consumer or community care advice.

3 Excellent communication skills, with the ability to question clients to get to the root of the issues, whilst maintaining control of the conversation. The ability to give constructive feedback, to negotiate with third parties and advocate on behalf of clients in challenging situations.

4 Ability to use IT in providing advice, updating and maintaining case records, and administering client cases. 

5 Ability to prioritise one's own work, meet deadlines and targets and manage a caseload, including completion of client follow up work.

6 Ability to work as part of a team and have a flexible approach to meet client needs. Flexibility to work out of hours as required.

7 Demonstrate an understanding of issues facing vulnerable clients, many with mental health problems.

8 Knowledge of key current social issues and their potential impact on clients.

9 A commitment to both the aims and principles of the Citizens Advice service and also to equality, diversity and inclusion.

Desirable criteria:

10 Experience of working in a confidential environment

Interview date: Wednesday 10th and Friday 12th June 2026

Interview location: Birkenhead, Wirral

Please note: Interviews will be held in person only. Virtual interviews are not available for this role.

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 use role-specific situational questions as part of our recruitment process. These are designed to help us understand how applicants would approach scenarios they are likely to encounter in the role. Applications are assessed on the quality, relevance and authenticity of responses, and the extent to which answers demonstrate the applicant’s own judgement, reasoning and experience.

We use AI screening tools to support the review process. Where answers appear overly generic or do not clearly reflect an applicant’s own thinking or decision-making, this may affect how strongly the answer scores against the marking criteria.

If you require assistive technology or other support to complete your application, or need reasonable adjustments at any stage of the recruitment process, please let us know.