Debt Caseworker
The Role
This role is a partnership between The Money and Pensions Service (MaPS) Project, which funds this project, and Citizens Advice Oxfordshire. We are ideally looking for an experienced Debt Adviser to work on a project which is funded by the Money and Pensions Service (MaPS). This role could be home or office based, with some travel across Oxfordshire for client meetings, though we may consider a fully remote role for the right applicant. We will consider a job share for this role. Full training will be offered to applicants who do not have this experience.
The aim of this project is to support our clients with the debt issues they have. This may include undertaking benefits checks with all clients to ensure they are receiving their full entitlement. A key focus will also be to help clients who have accumulated or are at risk of accumulating debt, through providing regulated debt advice and support.
Role Profile
Provide advice and casework over a variety of channels covering the full range of advice areas, although the main focus will be on debt. Make outreach visits as necessary.
Prepare and present cases to the appropriate statutory bodies. Negotiate with third parties as appropriate.
Assist clients where necessary by calculating, negotiating, drafting or writing letters and telephoning.
Identify clients' other related problems where they are an integral part of their case and refer these to other advisers or specialist agencies as appropriate. Maintain case records for the purposes of continuity of casework, information retrieval, statistical monitoring and report preparation. Ensure that all casework conforms to the organisations Office Manual and the Advice Quality Standard and/or the specialist Quality Mark as appropriate.
Work with other specialists both within the service and externally to ensure that the client receives the most appropriate specialist support for different issues where appropriate.
Research and Campaigns
Assist with research and campaigns work by providing information about clients' circumstances.
Monitor service provision to ensure that it reaches the widest possible client group.
Alert other staff to local and national issues.
Person Specification
Essential
1. Experience of delivering debt casework OR experience of delivering advice to clients within an advice agency setting (e.g. an AQS certified organisation) which has included any level of debt advice.
2. Willingness to train to MAPS accredited Casework/Specialist level and to undertake continuous professional development (CPD) as required by the project.
3. Ability to work on own initiative, proactively manage a varied workload, ensuring deadlines are met.
4. Experience of communicating effectively, both orally and in writing, with a wide range of people, using a variety of channels.
5. Ability to analyse and interpret complex information and the ability to explain it to clients clearly.
6. Good numeracy skills with the ability to carry out efficient calculations and prepare budgets for clients.
7. An understanding of office administrative systems and a willingness to follow agreed procedures.
8. Demonstrable ability to use IT systems and packages, and resources in the provision of advice and case recording.
9. Commitment to meet and comply with targets and quality standards set by the organisation for debt casework.
10. Understanding of the issues affecting society and their implications for clients and service provision.
11. Ability to work as part of a team.
12. Commitment to the provision of independent, impartial and confidential advice services.
13. Understanding of, and commitment to, the development of equal opportunities policies and practices.
*Please Note; Previous applicants to this role need not apply
Completed Applications must be received by 9am on Monday 22 September 2025
If you would like to discuss this role, please contact
Full details of how to apply are available on the Citizens Advice Oxfordshire Website .
Job Type: Part-time
Pay: £27,109.00-£27,397.00 per year
Expected hours: 29.6 per week
Benefits:
* Company pension
Work Location: In person