Customer Service Advisor

StepChange Debt Charity; Chester; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

StepChange Debt Charity is seeking a Debt Advisor based at our Chester office with a hybrid working pattern. You will deliver tailored budgeting and debt advice to clients using our phone and web-based services, helping them understand their finances and options.

You will work across England, Scotland, Wales and Northern Ireland, with full training provided and no prior debt advice experience required. The first 12 weeks are office-based, with the majority of training completed on-site.

Qualifications

• Experience working with clients or in a support role is beneficial.
• Ability to communicate with care and explain information clearly.
• Willingness to learn and adapt in a fast-paced environment.

Responsibilities

• Support clients via phone and web-based services with tailored information.
• Gather and analyse personal and financial information to understand the situation.
• Create realistic budgets reflecting client needs and circumstances.
• Identify suitable debt solutions and provide clear recommendations.
• Explain complex information in a clear, practical way.
• Signpost clients to other departments or external organisations as needed.
• Keep up to date with advice, legislation, policies and procedures.

Skills

Active listening

Empathy

Clear communication

Budgeting

Problem solving

Handling sensitive conversations

Adaptability

Job description

Can you build trust quickly and support people through sensitive conversations?

Do you enjoy solving problems and helping people find practical ways forward?

Are you a confident communicator who can listen, reassure and explain information clearly?

You’ll support clients who are dealing with financial difficulty, helping them understand their situation, explore their options and take positive steps towards becoming debt free.

You’ll need to listen carefully, ask the right questions, interpret personal and financial information, and create realistic budgets that reflect each client’s individual circumstances.

It’s not just about giving advice, it’s how you build rapport, communicate clearly and guide clients through what can feel like an overwhelming moment that makes the difference.

About The Role

As a Debt Advisor, you’ll deliver tailored budgeting and appropriate debt advice to clients using our phone and web-based services. You’ll help people understand their finances, consider their options and move forward with a clear recommendation that suits their situation.

You’ll support clients across England, Scotland, Wales and Northern Ireland, adapting your approach to their individual circumstances and making sure the information you provide is accurate, appropriate and easy to understand.

Full training will be provided, so you don’t need previous debt advice experience. What matters most is your ability to communicate with care, solve problems, stay resilient and keep clients at the heart of every conversation.

You’ll be based in our Chester office with a hybrid approach, balancing home working with regular time together for collaboration, development, and connection.

Your first 12 weeks will be office based and you will need to be fully available for the first 5 weeks of training.

What You’ll Be Doing

• Support clients through phone and web-based services with information tailored to their individual circumstances.
• Gather, validate and analyse personal and financial information to fully understand each client’s situation.
• Create realistic budgets that reflect clients’ needs, priorities and circumstances.
• Use problem-solving skills to identify suitable debt solutions and provide clear recommendations.
• Explain complex information in a way that feels clear, practical and manageable.
• Adapt your communication style to support clients with different needs, including those who may be vulnerable.
• Signpost clients to other departments or external organisations where further support is available.
• Keep up to date with changes in advice, legislation, policies and procedures so clients receive accurate information.
• Work towards performance objectives while continuing to learn, reflect and develop.
• Take part in activities and workshops that help improve service quality, processes and debt advice practice.

About You

You bring empathy, patience and a non-judgemental approach to every conversation. You’re someone who can listen carefully, build trust quickly and help people feel supported while working through difficult financial circumstances.

You don’t need to have worked in debt advice before. We’ll give you the training and support you need. What’s important is that you’re confident speaking to people on the phone, comfortable using systems and able to make sense of information so you can guide clients towards the right next step.

You’re able to stay calm when conversations are sensitive or emotive, maintain effective boundaries and keep the client’s needs at the centre of your approach. You’re open to feedback, motivated to develop and able to adapt quickly in a fast-paced environment.

• Purpose — Helping clients take positive steps towards resolving their financial difficulties.
• Growth — Developing your skills through training, coaching, feedback and self-reflection.
• Connection — Building rapport with clients and strong working relationships with colleagues.
• Impact — Making a real difference by providing clear, appropriate and compassionate support.

Experience working with clients, handling complex queries, supporting people with different needs or working towards performance objectives would be beneficial, but it isn’t essential. If you’re empathetic, resilient, curious and committed to helping people find the right solution, we’d love to hear from you.

Equality, Diversity & Inclusion

Belonging is central to who we are. We’re committed to building a workforce that reflects the clients we support, and to creating a culture where everyone feels valued and able to be themselves.

We welcome applications from people of all backgrounds and life experiences. If you need a reasonable adjustment during the recruitment process so you can perform at your best, just let us know, we’re here to support you.

Additional Info

Shift Pattern. Flexible and various shift patterns are available across Monday to Saturday. Operating hours are Monday to Friday, 8am–8pm, and Saturdays, 9am–2pm. Shifts may include a combination of long and short days, including Saturdays. The first 12 weeks will be office based and you will need to be fully available for the first 5 weeks of training.

Contract Type. Permanent

Hours of Work per Week. 35 hours per week, with flexible options to work 37.5 or 40 hours per week, with salary adjusted pro rata.