Customer Service Case Management

Stepchange; Glasgow; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Stepchange in Glasgow seeks a Customer Service Case Manager to guide clients through the Debt Arrangement Scheme, from initial advice to DPP submission. You will handle complex queries with empathy, maintain GDPR-compliant records, and stay informed on DAS regulations while collaborating across teams.

The role is based in Glasgow with a hybrid working model and includes an in-person Assessment Centre at the Glasgow office.

Qualifications

• Empathetic problem-solver with excellent communication and negotiation skills.
• Experience in client-focused environments and handling complex queries.
• Proficient with MS Word, Excel, and Outlook.

Responsibilities

• Manage a caseload of clients and assess their financial circumstances using the Common Financial Statement.
• Prepare realistic proposals for creditors and ensure DAS/DPP submissions are accurate and compliant.
• Maintain accurate records in line with GDPR and DAS regulations; stay informed on relevant legislation.
• Contribute to the improvement of debt advice practices across the organisation.
• Based in Glasgow with a hybrid working model balancing home working and collaboration.

Skills

Empathy

Communication

Negotiation

MS Word

Excel

Outlook

Client-focused

Time management

Tools

MS Office

Job description

Do you solve complex problems with clarity and compassion?

Can you guide clients through financial recovery with empathy and precision?

Are you confident negotiating with creditors while keeping clients at the heart of what you do?

We're looking for a Customer Service Case Manager to join our team in Glasgow and help individuals take control of their financial future (internally known as a DPP Case Manager). In this role, you'll be responsible for managing clients through the Debt Arrangement Scheme (DAS), guiding them from initial advice to the successful submission of a Debt Payment Programme (DPP). You'll play a key part in ensuring applications are accurate, sustainable, and compliant with current legislation making a real difference in people's lives.

About the Role

You'll manage a caseload of clients, assessing their financial circumstances using the Common Financial Statement and preparing realistic proposals for creditors. Your role will also involve maintaining accurate records in line with GDPR and DAS regulations, staying informed on relevant legislation, and contributing to the improvement of debt advice practices across the organisation.

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

Please note: Please note that an in-person Assessment Centre will take place at our Glasgow office on Thursday 12th November.

The start date for this role is Monday 30th November.

About You

You're an empathetic problem-solver with excellent communication and negotiation skills. You've worked in client-focused environments, handled complex queries, and are confident using MS Word, Excel, and Outlook. You stay calm under pressure, meet deadlines, and adapt quickly to changing needs all while treating clients with professionalism and kindness.

Equality, diversity, and inclusion:

Equality, diversity, and inclusion are incredibly important to us; we have a culture of belonging. We're always looking to increase the diversity of our workforce to ensure we can provide the best service possible for everyone. It's not just about the professional experience you bring - we're interested in who you are and your potential. If there's an adjustment to our recruitment process that would help you to be your best, speak to our team and they'll be happy to help.

Additional Info:

Shift Pattern Monday to Fridays hours between 8am - 6pm

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.

Additional Benefits Hybrid working