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Customer Service Advisor

Shift Pattern
Monday to Friday 12-8pm with alternative Saturdays between 9am and 5pm
Contract Type
Hours of Work per Week
Closing Date
Ref No

Customer Service Advisor

Here at StepChange Debt Charity we help people get their finances back in shape and their lives back on track. This is what makes us the UK’s leading debt charity.

Working here is rewarding because you’re not just doing a job, you’re making a genuine positive difference to people when they need it most. Our team of experts help over 650,000 people a year to overcome their debt problems, but we want to be able to help more people. That’s why we’re looking for Customer Service Advisors to join our Customer Services team.

We value our colleagues

We don’t just care for our clients and those people who contact us for help. We also value our colleagues, and the role comes complete with an excellent benefit package which includes:

  • 24 days holiday increasing by one per year (up to a maximum of 29)
  • The ability to buy and sell annual leave
  • Travel season ticket loans
  • Cycle to work scheme
  • Group personal pension plan
  • Westfield Health cash plan
  • Employee assistance programme
  • Financial planning
  • Long service awards

In return for your hard work and commitment your starting salary will be £16,846 per year

Our Vision

Every year we help 650,000 people resolve problems, repay debts and rebuild lives. We employ over 1,800 colleagues and across our 27 year history we’ve helped millions of people on their journey to becoming debt free.

This is an exciting time to join our Customer Services team as, following the last five years of sustained growth, we’re working on an ambitious three year transformation journey which will see us changing the way we work, helping us to help even more people become debt free.

How you'll help

Our client base is continually growing and your role will provide the link between the charity, our existing clients and their creditors by ensuring that all queries are resolved efficiently.

Your time will be spent answering inbound telephone calls so you should have strong verbal communication skills, ideally with previous experience in a customer facing role. Your role will include the likes of updating balances, reference numbers, completing debt transfers, answering general enquiries or referring our clients to other departments within the Charity.

You will also support clients to help activate their plans, setting expectations of the client and Charity and collating information to make sure the set up runs smoothly.

Training academy

The start date for this job is 16th March 2020. To give you the best possible start you’ll spend your first four weeks in a training academy, giving you the skills and knowledge you’ll need to be able to help our clients. You will spend the last two weeks taking calls with support of coaches to make sure you are ready to join the team with confidence. Please note that you will need to be available during the whole four week training period.

What we're looking for

Our vision is to create a society free from problem debt; can you help us make this happen?

If you feel this is the role for you your application should demonstrate:

  • a keen eye for detail
  • confidence in dealing with numbers
  • experience in a customer service role
  • a confident telephone manner
  • high levels  of personal motivation and initiative
  • exceptional organisation and prioritisation skills 

Full technical training will be provided however you will need a good working knowledge of MS Outlook, Word and Excel.

You'll work Monday to Friday 35 hours between 12pm-8pm and alternative Saturdays between 9am-5pm

We expect to start telephone interviews in January with successful applicants being called forward for face to face interviews in February & early March 2020.

We reserve the right to withdraw this job advert once the role has been filled.


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