Debt Adviser

Hours: 37 hours

Salary: £31,230

Contract: Permanent

Location: Sandwell and Walsall

Closing Date: 16th August 2026 at 11:59pm

Interview Date: 26th August 2026

Job Purpose:

To provide accurate, impartial and confidential debt advice to individuals experiencing financial difficulty, supporting them to understand their options, manage their debts and work towards long-term financial stability. The postholder will deliver high-quality advice and casework tailored to individual circumstances, helping clients access appropriate solutions and support.

Working across Sandwell and Walsall, the postholder will provide services from a range of locations to meet client needs and improve accessibility. The role will also contribute to the wider organisation by sharing debt advice knowledge, supporting training and coaching activities, and helping colleagues develop their skills and confidence in supporting clients with debt-related issues.

Key Responsibilities:

• Provide debt advice /casework covering the full range of debt specialisms.
• Provide debt advice /casework support to clients face to face, telephone and through our digital channels
• Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
• Negotiate with third parties as appropriate.
• Ensure income maximisation through the take up of appropriate benefits.
• Prepare and present cases to the appropriate statutory bodies, tribunals and courts as appropriate.
• Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.
• Provide advice and assistance to other staff across the whole range of debt related specialisms.
• Deliver training to volunteers, staff and partner agencies as and when required
• Ensure that all casework conforms to the appropriate quality standards e.g Quality Advice Assessments and Money Advice Service and/or others deemed appropriate.
• Maintain case records for the purpose of continuity of casework, information retrieval and statistical analysis
• Monitor and submit reports as required
• Ensure that all work conforms to CAS&W systems and procedures.
• Maintain consistent high quality scores for client advice and administration
• Manage own case load ensuring case notes are written up within the specified timeframes

Research and campaigns

• Assist with research and campaign work by providing information about client’s circumstances, using the electronic evidence forms (as needed)
• Provide statistical information on the number of clients and nature of cases and provide regular reports to line manager
• Monitor service provision to ensure that it reaches the widest possible client group.
• Alert other staff to local and national issues.

Administration

• Use IT for statistical recording, record keeping and document production.
• Keep up to date with policies and procedures relevant to CAS&W work and undertake appropriate training.

Public relations

• Liaise with statutory and non-statutory organisations and represent the Service to outside bodies as appropriate.
• Maintain close relationship with external agencies

Learning, Development and Training

• Keep up to date with legislation, case law, policies and procedures relating to the role and service needs
• To keep up to date with the company’s mandatory training requirements keeping own CPD up to date as required
• Read relevant publications.
• Attend relevant internal and external meetings as agreed with the line manager.
• Prepare for and attend supervision sessions/team meetings and forums as appropriate.
• Assist with Service initiatives for the improvement of services.

Other duties and responsibilities

• Carry out tasks that may be asked of you by your line manager to ensure the effective delivery and development of the service needs.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
• Understanding of and commitment to the aims and principles of the CAS&W service including our Roots values as well as our equality and diversity policies

Other such duties may be required from time to time due to business needs, which are consistent with the Job Purpose.

What We Offer Our Colleagues

At Citizens Advice Sandwell & Walsall, we know that our colleagues are at the heart of everything we do. That’s why we’re committed to creating a supportive, inclusive workplace where you can thrive, grow and make a meaningful difference every day.

As The People’s Champions, we believe in recognising and rewarding the dedication of our colleagues. From generous annual leave and flexible working to wellbeing support and professional development, we offer a range of benefits designed to support you both in and outside of work.

Our Benefits

• Generous Annual Leave – Enjoy 26 days’ annual leave plus bank holidays. Your entitlement increases to 31 days after five years’ service and 33 days after ten years’ service.
• Flexible Working – We recognise the importance of work-life balance and offer flexible working arrangements where business needs allow.
• Competitive Pension Scheme – Helping you build a secure future.
• Paid Volunteering Day – One fully paid day each year to volunteer for a cause that matters to you.
• Blue Light Card – All paid colleagues are eligible to apply for a Blue Light Card, giving access to discounts on shopping, dining, travel, entertainment and much more.
• Annual Pay Review – We review pay annually to help ensure it remains fair and competitive.
• Health & Wellbeing Support – Access to our Employee Assistance Programme (EAP), providing free and confidential advice and support.
• Learning & Development – We invest in your future through training opportunities, professional qualifications and ongoing personal development.

Supporting Every Colleague

We’re committed to creating a workplace where everyone feels respected, valued and supported. Our inclusive policies help colleagues through different stages of life and reflect our commitment to equality, diversity and inclusion.

• Carers’ Policy – Up to three days’ paid carers’ leave and five days’ unpaid carers’ leave within a 12-month period.
• Menopause Policy – Providing guidance, understanding and practical support for colleagues experiencing menopause.
• Trans Inclusion Policy – Creating an inclusive workplace where colleagues of all gender identities feel safe, respected and empowered to be themselves.

How to apply?

If you are interested in this opportunity, please submit:

• An up-to-date CV and
• A covering letter (maximum two A4 pages) explaining how your skills, knowledge and experience meet the requirements of the Person Specification and why you are suitable for the role.

Please ensure your covering letter provides clear examples of how you meet the essential criteria outlined in the Person Specification. Shortlisting will be based on the information provided in your CV and covering letter.

Applications should be sent by the closing date.

If you require any adjustments or support to help you with your application, please don’t hesitate to contact us.

Applicants must have the legal right to work in the UK. As part of our recruitment process, you will be required to provide evidence of your right to work before employment can commence. Please note that proof of eligibility will be requested at the interview stage.

Wishing you all the best with your application!