SWAT Experienced Caseworker

Citizens Advice BANES; North Shields; On-site; GBP 28,000; Full time

Job summary

A charity providing advice services is seeking an experienced Debt Caseworker for its North Shields office. The role involves assessing clients' debt situations, providing informed advice, and maintaining case records. Candidates should have at least 12 months of customer service experience and a commitment to service principles. The organization offers comprehensive training, a friendly working environment, and various employee benefits including paid holidays and development opportunities.

Benefits

Up to 29 days paid holiday

Paid birthday leave

Employer Assistance Programme

Comprehensive training

Qualifications

• At least 12 months experience in a customer service environment.
• Commitment to the services’ aim and equal opportunities policies.
• Ability to work independently and collaboratively.

Responsibilities

• Take calls from clients to explore debt situations.
• Provide advice enabling clients to make informed decisions.
• Maintain accurate case records using Citizens Advice systems.

Skills

Customer service skills

Attention to detail

Listening skills

Ability to handle complex information

Job description

Apply before 11.59pm on 27 February 2026.

Do you enjoy helping people? Do you want to be part of a service that makes an impact on people’s lives? We are a respected independent charity that supports thousands of clients every year. We are a busy, client focused office with a track record of delivering high quality advice. We are looking to recruit motivated and enthusiastic experienced Debt caseworker to join our well-established SWAT team that provides an England-wide telephone and digital debt advice service to clients struggling with debts. The service is free to clients offering advice and casework support.

Career development role – Trainee Debt Caseworker Salary: £27,302.26 (Trainee), we would also consider trainee role for the right candidate, you should have at least 12 months experience in a customer service environment. This is an excellent chance to train to become a Debt Caseworker, you will receive comprehensive training to develop a career in the advice sector, you will commit to undertake the Citizens Advice Adviser Learning Programme and Money Advice accredited debt learning programme, gaining the skills, experience, and knowledge to progress into a specialist casework role after achieving required competences and accreditation within 6-12 months.

• Up to 29 days paid holiday per year, dependant on length of service plus bank holidays.
• Paid birthday leave after one years’ service.
• Employer Assistance Programme, offering 24/7 support
• Gives skills through full training.
• Work that makes a positive impact
• Friendly supportive working environment

Day to Day

• Take calls from clients over the telephone to explore their debt situation.
• Assess and effectively diagnosing client’s debt, housing, and benefit issues.
• Provide advice to clients, enabling client to make informed decisions.
• Assessing clients on entitlement to welfare benefits using Quick Benefit Check (QBC).
• Giving clients budgeting and income maximisation advice.
• Provide full casework to a client where necessary, identifying the debt issue through to resolution.
• Maintaining a high level of case recording using Citizens Advice case management system.
• Maintain standards of service delivery and ensure that all advice work meets the appropriate standard required by external auditors Money Advice & Pension Service, Citizens Advice Quality of Advice Audit, and the Financial Conduct Authority (FCA)
• Proactively managing a varied caseload, ensuring deadlines are met.

Requirements

• A commitment and understanding of the services aim, principles, and equal opportunities policies.
• An ability to understand and deal with complex information is essential
• Ability to work independently without close supervision and collaboratively as part of a team.
• At least 12 months experience of delivering excellent Customer service ideally over the telephone.
• A high level of accuracy and attention to detail.
• Exhibit excellent listening and questioning skills.
• Experience of working to deadlines in a fast-paced environment

North Tyneside Citizens Advice are an equal opportunities employer and are committed to promoting a diverse and inclusive workforce. Applications are welcomed and encouraged from all individuals who believe they fit the essential requirements of the job by reference to the person specification and job description.

Send completed application to [e-mail]. Please note we do not accept CVs.

When you apply, we collect your personal information through your application form, interview or references so we can process your application.

Hours: 37 hours Monday to Friday between 9am and 8pm on a rota basis

Location: North Shields office

*Infrequent evening working on a rota-basis will be required.

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