Vacancy – Casework Support Officer


Vacancy – Casework Support Officer

Contract:                  Permanent

Salary:                       £21,000 p.a.

Hours:                       37 hours a week (full time, part-time considered)

Location:                  Ipswich – Office Based

We’re looking for an enthusiastic and well-organised person to join our expanding Money Advice Team as a Casework Support Officer.

This vital role supports the work of our busy Money Advisers, who work with local clients to help them deal with their debts. Each year our advisers help write-off more than £1m of client debt. Our Casework Support Officers help make this possible by supporting both the clients and our caseworkers. 

You’ll process referrals into the team, conduct debt assessments over the phone or face-to-face – creating the financial statements used by the Money Advisers in their advice appointments, prepare applications for debt solutions, help clients to make claims for welfare benefits, and conduct regular review appointments with clients to check progress and agree next steps to progress cases.  A large part of the role is supporting the advisers to ensure we’re helping our clients as efficiently as we can.

You’ll be the first point of contact for our clients when they call us about their case, helping to resolve their enquiries where possible, or passing on information to the relevant adviser where the query is more complex. You’ll support our clients to provide information and documents we need, check details and ask questions to gather information, and provide updates to them on the progress of their case.

We’re looking for somebody who is self-motivated, proactive, highly organised, and with a strong attention to detail. Everything we do gets recorded on our Case Management System, so you’ll need to be able to consistently work to a high level of accuracy when recording information and following procedures. We work closely together on cases, so the ability to work as part of a team is essential.

Full training will be provided, so no financial or advice experience is required, but experience of working in an office environment and in a customer-facing role is desirable.

To apply to join our dynamic team, please send your CV and a covering letter to

For an informal discussion about the role please contact:  James Brewer – Money Advice and Project Support Manager.


Closing date: Friday 26th January 2024 at 23:59

Interview date: Monday 29th January – Wednesday 31st January 2024

Please note, in the event of a high number of applications, we reserve the right to close the application early.

This role requires an Enhanced DBS check. Criminal convictions are not necessarily a barrier to employment and each case is considered on an individual basis. Citizens Advice Ipswich has a DBS policy in place to ensure fairness and transparency.