Debt Adviser

Debt Adviser - covering Portsmouth,
Havant, Gosport & Fareham

Job pack

Thank you for your interest in working within the Citizens Advice service. This job

pack should give you everything you need to know to apply for this role and

what it means to work within the Citizens Advice service.

In this pack you’ll find:

●  Our values

●

3 things you should know about us

●  Overview of the Citizens Advice service

●  Overview of the Debt Adviser role

●  Role Profile and Person Specification

●  Our approach to Equity, Diversity & Inclusion (EDI)

●

Further information and how to apply

 Our values

Values to help us achieve our cultural ambition: an inclusive, purpose driven

workplace that listens, works together, is open and honest, accessible and

helps everyone be the best they can be.

Purpose driven we always focus on the people who need our help.

People focused we recognise, value and reward contributions and talents in

an open, fair, and meaningful way.

Collaborative we build relationships across teams and locations to foster

innovation and inclusive ways of working.

Transparent we are open and honest, sharing information early and often

whenever we can.

  3 things you should know
about us

1. We’re local and we’re national. Citizens Advice have 4 national offices and

offer direct support to people across England, Wales and the Channel Islands

in 236 independent local Citizens Advice services, including within the New

Forest.

2. We’re here for everyone. Our advice helps people solve problems and our

advocacy helps fix problems in society. Whatever the problem, we won’t turn

people away.

3. We’re listened to - and we make a difference. Our trusted brand and the

quality of our research mean we make a real impact on behalf of the people

who rely on us.

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  Overview of the

Citizens Advice service

The Citizens Advice service comprises a network of 236 independent local Citizens

Advice charities across England, Wales and the Channel Islands, and the national

charity. The role of the national charity is to enable local Citizens Advice to deliver

their services and jointly deliver other services at a national level, including the

website.

Citizens Advice provide support from:

●    511 local Citizens Advice offices in communities across England and Wales
●    over 1,166 outreaches in local communities, such as GPs’ surgeries, hospitals,

libraries, prisons and community centres

●  the Witness Service, available in 234 criminal courts across England and Wales

Across the whole of Citizens Advice, the service is delivered by around:

●    10,000 local staff

●    19,500 volunteers

We help millions of people every year with free, independent and expert advice
across the broadest range of areas – from money and debt to benefits, housing,
energy, work and so much more.

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  Overview of the
Debt Adviser role

The Debt Adviser will provide information, advice and a casework service to

vulnerable people who are experiencing profound difficulties in managing

financial problems including debt, and who may face additional problems such

as the threat of homelessness. This support will be primarily face to face.

This role would suit a trained debt or benefit adviser, however we would also be
keen to hear from candidates who have transferable skills and are willing to
undergo training in debt advice – full training will be available for the right
candidate.

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  Role Profile

Job Title

 Debt Adviser

 Reporting to

 Project Operations Manager, Citizens Advice New Forest

(CANF)

 Salary

£26,200 (with a salary review upon successful completion of

probation)

 Hours of work  37.5 hours per week

Length of

contract

 Location

 Holiday

Permanent with funding agreed until the end of January

2029; Subject to a probationary period of 3 months

commencing on your start date. Successful completion of

this probation is contingent upon satisfactory performance

and completion of all required training for the role.

Covering Citizens Advice Offices in Portsmouth, Havant,

Gosport and Fareham.

25 days per annum plus bank holidays

Debt Training

●  Complete initial debt advice induction & training to advice

level, followed by training to casework level

●  Attend training events and carry out learning activities in

line with Continuing Professional Development

requirements for debt advisers

●  Keep up to date with legislation, case law, policies and

procedures relating to debt and money advice; attending

appropriate training and reading relevant publications

●

Identify and develop own learning opportunities

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Working with

clients

●  To provide in-depth, high-quality debt information, advice

and casework, covering the full range of debt issues

including insolvency, bankruptcy and Debt Relief Orders
●  To use sensitive listening and questioning skills to engage

with clients identified as in need of support to deal with

their financial situation

●  To build trust with clients through face-to-face, telephone

and email contact to help identify debt and associated

issues and to support the collection of pertinent

information

●  To identify the personal strengths of clients and to help

them use these strengths to engage in the processes

involved in resolving their financial difficulties

●  Complete budget planners with clients to identify their

financial position

●  Research and explore options to relieve their debt

situation and clarify implications, so that clients can make

informed decisions

●  Complete debt advice casework, support clients with all

paperwork and other related requests and encourage

them to stick to their debt and budget plans
●  Act for the client where necessary by calculating,

negotiating, drafting or writing letters and telephoning

third parties

●  To support clients in following advice on ways to

maximise income and reduce debt

●  To assist clients with other related problems where they

are an integral part of their case; signpost or refer the

client to other advisers or specialist agencies as

appropriate

●  To encourage clients to engage in short questionnaires

on their mental health during various points in their debt

journey, so that the impact of the service can be reported

to the project funder

●  To encourage clients to engage with additional financial

capability training, to be offered at the conclusion of their

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debt journey with Citizens Advice, to help them break the

cycle of repetitive debt

●  To make occasional home and outreach visits as

necessary

●  Record, update and maintain information on a case

management system for the purpose of continuity of

casework, information retrieval, statistical monitoring and

report preparation

●  Apply Citizens Advice aims, principles and policies when

dealing with debt advice enquiries.

●  To ensure that all work meets quality standards set by

Citizens Advice, the Advice Quality Standard and the FCA.

Management

information

●  Set up and maintain casework and other administration

systems as required

●  Maintain client records to required standards on the

Citizens Advice case management system

●  Ensure clients are encouraged to feedback on the service

they received

Other

●  Complete induction and mandatory training relevant to

your role

●  Work within our organisational key principles, policies &

procedures

●  Embed Equity, Diversity and Inclusion (EDI) in day-to-day

work

●  Work constructively with others, individual and as teams
●  Undertake any other duties as might be reasonably

required within the scope of this role

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  Person Specification

Essential Criteria

●  Relevant and transferable experience in supporting people who are

vulnerable, marginalised or experiencing significant difficulties in their

daily lives

●  An understanding of the advice process, preferably with first-hand

experience

●  Good people skills including the ability to engage, to empathise, to

manage clients’ frustration and to overcome barriers to change
●  Ability to work in a person-centred way that balances empathy with

empowering clients to make good choices

●  Ability to work in community settings and people’s own homes, without

close supervision

●  Excellent organisational, time management, oral and written skills

including the ability to communicate complex information in a clear and

accessible manner

●  Good numeracy skills with the ability to carry out efficient calculations and

prepare budgets for clients

●  Experience of using a range of IT tools, including case management

systems, Microsoft Office applications, online applications, internet and

email etc.

●  Ability to maintain confidentiality and appropriate professional

boundaries

●  Understanding of, and commitment to, the aims, principles and policies of

Citizens Advice

●  Ability to operate as a team player and communicate effectively with

colleagues and managers

●  Ability to understand organisational priorities and to work towards

achieving agreed objectives

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Desirable Criteria

●  Experience of working with people with multiple and complex needs
●  Experience of safeguarding and lone working
●  Experience of providing debt advice
●  Understanding of the welfare benefits system process

Additional requirements

●  The role requires frequent travel between multiple Citizens Advice offices;

hence a reliable means of transport is essential. Candidates who can drive

and own a vehicle insured for business purposes will be well-suited for

this position.

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Our approach to Equity, Diversity

and Inclusion (EDI)

EDI is of strategic importance within Citizens Advice New Forest (CANF) and
recognised as integral to all we do as a service.

Central to pursuing our EDI mission is building diverse and inclusive teams in
which everyone has a sense of belonging. We particularly welcome applications
from people we would like to see better represented in our organisation and
sector - people of colour, LGBTQ+ people and disabled people.

We are also a flexible employer, so our roles may suit anyone who’d prefer a
flexible arrangement to help their work/life balance.

Further information & how to apply

If you would like to discuss this role further, please email James Lethbridge,
Project Operations Manager at jobs@canf.uk

To apply for this role, please send a CV and cover letter (no more 500 words) to
jobs@canf.uk  to explain how your skills and experience fit with the
requirements of this role. Applications will only be accepted on receipt of a
CV and cover letter to this email address.

Applicants will be considered on a rolling basis and the closing date for this role
is Friday 27th March 2026. Early applications are encouraged.

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