Customer Service Advisor

Do you want a role where helping someone genuinely changes their day or even life? 

 
Looking for work that feels meaningful, not just another queue of tasks? 
 

Ready for a role that offers a blend of home working and supportive time in the office? 

 

This is a role where every conversation matters. You’ll support people through challenging moments, helping them feel clearer, more in control, and able to move forward. With structured training and ongoing support, you’ll have what you need to do meaningful work and grow in the role. You’ll be part of an organisation supporting people across the UK every day. 

 

About the Role 

As a Customer Service Advisor in our Glasgow team (internally known as a Debt Advisor), you’ll manage your own caseload, supporting clients to move from uncertainty to a clear, manageable way forward. 

You’ll work with clients to understand their situation, build realistic plans, and guide them through appropriate solutions, often including setting up and managing Debt Payment Programmes (DPPs). 

This is a role that combines empathy, structure, and sound judgement. Every situation is different, and your role is to make sure the support you provide is practical, sustainable, and right for each individual. 

Over time, you’ll have the opportunity to build broader debt advice capability, developing your skills across different types of support and client needs. 

You’ll be based in our Glasgow office, with a hybrid approach that combines home working with supportive time in the office for collaboration, development, and staying connected with your team. 

 

What You’ll Be Doing 

Day to day, you’ll: 

• Speak with clients to understand their situation and support needs  

• Review income and spending in detail to build realistic plans  

• Set up and manage tailored solutions, including Debt Payment Programmes (DPPs)  

• Work with creditors and other stakeholders to progress cases  

• Keep clients informed and confident throughout  

• Respond to queries and manage your caseload through to completion  

 

About You 

You approach complex situations with calm and structure, balancing empathy with attention to detail. You’re comfortable making decisions based on evidence and guidelines, and you take ownership of seeing things through to completion. 

You communicate clearly, ask the right questions, and can explain complex information in a way that builds confidence and trust. You’re organised, able to manage your own workload, and open to learning as your skills develop. 

You’ll thrive in this role if you’re motivated by: 

• Purpose — work that genuinely makes a difference to people’s financial lives  

• Belonging — working as part of a supportive, collaborative team  

• Growth — developing your expertise and judgement over time  

• Balance — working in a way that supports consistency, focus, and wellbeing  

Experience in customer service, financial support, or working with solutions like DPPs can be helpful, but it’s not essential. What matters most is your ability to apply judgement, work with care, and learn quickly in a structured environment. 

 

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.