We aim to make our recruitment pages as accessible as possible. However if you use a screen reader and need help with your application you may find it easier to phone us instead. Our phone number is 0 1 1 3 2 3 5 5 4 0 7 1.

Our interview process

We’ll be playing a huge role in the UK’s financial recovery as we make it through the coronavirus pandemic, and we’ve moved quickly to make changes to our working practices so we can continue to help the nation.

All our applications are received online through our careers site.

We’ve also made some changes to our selection process, holding the majority of our interviews and training remotely, including all the induction sessions designed to help you get to know our organisation.

Because of the broad variety of roles we offer, we have two slightly different recruitment processes depending on what type of role you’re applying for.

Before your interview we recommend getting to know these processes, so you know what to expect.

Contact centre colleagues

These roles are critical to the charity’s success and play a huge part in our future growth. You will need to be able to deal directly with our clients or help to administer our client services.

As these roles are challenging and are unique to our charity, they require a high level of emotional resilience and the ability to communicate well. We want to make sure that we give you as much information about the roles and what it is like to work here as part of the recruitment process.

For most of the contact centre roles, you’ll be invited to complete an online test covering situational awareness and some numeracy as part of your application.

The tests helps you understand the role you’re applying for in more detail, to see whether it’s a role that’ll suit you. It also helps us to decide if the role is right for you.

We’ll get to know you through an interview either over the phone or by video. It usually lasts between 10 to 25 minutes depending on your level of experience. This is an opportunity for us to get to know you and ask questions that support your application.

It's also a great opportunity for you to ask us any questions you may have about the role you've applied for.

As you can appreciate, we prefer to meet you properly in person, to show you where you could be working and to hold an interview with you. This helps you to understand if you’re right for the role and for you to check that the role is right for you.

In some circumstances we may ask you to attend an interview in person, but where possible we’ll conduct a video interview. We’ll make sure you have everything you need before your interview and we’ll let you know the process.

If we ask you to do meet us in person, we’ll follow all government guidelines around regarding social distancing. We take your welfare and the health and safety of our colleagues extremely seriously.

Our interviews usually last between 45 minutes and an hour, and gives you the opportunity to tell us why you think you’re right for the role. It also gives us the opportunity to assess your skills and experience and decide if you’re the right person for us.

A typical interview will include:

  • A series of questions around your work history and CV
  • Competency based questions which focus on how you’ve applied your knowledge and experience in previous roles

Please refer to the STAR technique in our interview tips to help you.


Support roles

Our support roles are those that work behind the scenes and are not usually not client facing. These colleagues play an important part in making sure we support our clients and the charity's work.

Our interview process for support roles lasts around one hour and may consist of two parts, depending on the role you’ve applied for.

Complete your application online, or send us your CV and we'll review your skills, experience and interests against the job description of the role you applied for.

This could be an interview either over the phone or by video. This is a chance for us to get to know you and ask questions which will support your application. The length of the call will depend on the role you’re interested in.

It's also a great opportunity for you to ask us any questions you may have about the role you've applied for.

This may include:

  • A presentation: You may be asked to take part in a presentation via video, in which case you'll receive a brief ahead of your interview. This may be to research a topic and present your thoughts
  • Online technical test: A technical exercise typically features questions that are specific to the role you've applied for. These are generally used to assess your technical knowledge, for roles in IT and Risk & Compliance
  • Online psychometric test: This enables us to identify the best candidates and help individuals develop their performance at work through measures of reasoning, personality, emotional style, motivation, culture-fit and potential

When possible, we prefer to meet you properly in person, to show you where you could be working and to hold an interview with you. This helps you to understand if you’re right for the role and for you to check that the role is right for you.

In some circumstances we may ask you to attend an interview in person, but where possible we’ll conduct a video interview. We’ll make sure you have everything you need before your interview and we’ll let you know the process.

If we ask you to do meet us in person, we’ll follow all government guidelines around regarding social distancing. We take your welfare and the health and safety of our colleagues extremely seriously.

Our interviews usually last up to an hour and gives you the opportunity to talk with us about the role and why you’re interested in StepChange. It also gives us the opportunity to assess your skills and experience and decide if you’re the right person for us.

A typical interview will include:

  • A series of questions around your work history and CV
  • Competency based questions which focus on how you’ve applied your knowledge and experience in previous job roles
  • Examples of leadership in your career, if you’re applying for a leadership role

Please refer to the STAR technique in our interview tips to help you.

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Our interview process

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