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Debt Advisor

Shift Pattern
Shifts available between 8am-8pm Monday to Friday and alternating Saturdays 8am to 4pm
Contract Type
Hours of Work per Week
Closing Date
Ref No

Debt Advisors - Newcastle

Academy Start Date: August 2020 (This date may be pushed back due to the Covid-19 pandemic)

This is an office based role, not homeworking (Please see below)

You won’t just help our clients look after their finances. You’ll help the nation, too.

At StepChange, we are the UK’s largest provider of genuinely free independent debt advice and managed solutions. Every year, we help over 635,000 people resolve problem debt, repay debts and rebuild lives, and right now this number is growing fast. As a Debt Advisor, you’ll not only help those clients look after their finances, you’ll also be doing your bit to help the nation’s financial recovery as we make it through the  impact of the corona virus  pandemic now - and in the years to come.

We’ve moved quickly to keep up with the demands that the corona virus pandemic has placed on us, from a shift to fully remote contact centre services to delivering 100% virtual training in our brilliant induction training. As part of the incredible team that’s making these changes work, you’ll support and advise a growing number of clients over the phone and online. It’s all about thinking quickly, reacting calmly, showing empathy, building rapport, and maintaining an objective and realistic approach as you help them find the most suitable debt management plan for them.

It’s a rewarding and challenging role, and to give you the best possible start you’ll spend your first 5 weeks at our virtual training academy starting on 10th August 2020, where you’ll build the skills and knowledge you need to make a lasting difference to our clients’ lives. And in return for your hard work and commitment, we offer a generous benefits package that includes 24 days annual leave, a personal pension plan, a healthcare cash plan, travel season ticket loans and more.

What we’re looking for

At StepChange we are striving towards creating a society free from problem debt.

If you’d like to help us realise our vision and have a rewarding career with us, you should be able to demonstrate:

  • Strong communication skills
  • The ability to show empathy and build rapport
  • Emotional resilience- being able to deal with difficult situations everyday
  • Customer service experience
  • A positive attitude and be a good team player
  • Problem solving and influencing skills
  • Good attention to detail
  • Microsoft Word and Excel skills and be competent using multiple systems at one time
  • Experience of working towards targets or deadlines in a fast-paced environment

You don’t need specific experience, however we are looking for empathy and emotional resilience, with strong communication skills and a passion for helping others.

So, if you’re ready to help our clients, and contribute to help the nation’s financial recovery, we’d love to hear from you.

Be valued, too

We don’t just care about our clients - we look after everyone who works with us. In return for your hard work and commitment, we offer a generous benefits package that includes:

•24 days annual leave (this increases by one day per year up to a maximum of 29), plus bank holidays

•The ability to buy and sell annual leave

•Travel season ticket loans

•Cycle-to-work scheme

•Group personal pension scheme

•Westfield Health cash plan

•Employee assistance programme

•Financial planning

•Long service awards

We are delighted that we are still recruiting during the corona virus pandemic, as we are a critical national service providing FCA regulated services to our clients.

If you’re successful for the role and join our team, in line with the current Covid-19 government guidelines, currently you’ll need to be comfortable working remotely at home as a temporary measure.


We have changed our induction training and are now able to deliver this virtually in a group which means most of the training is delivered with you at home using your own technical equipment, which we will discuss with you during the selection process. This training is normally delivered in a class room environment and has been changed to group virtual training as a result of the current Covid-19 challenges. This training will equip you to do your new role and is essential to build your confidence and competence. You will need to complete your training induction before progressing into your role.

Therefore, as the government recommendations change and as we transition out of the lockdown period, we will require your flexibility and some of the training may return to the classroom in the months to come.  For any classroom based training we will follow the government guidelines and exercise social distancing to ensure that our colleagues are kept as safe as possible. This may result in smaller groups or new colleagues being based throughout the office environment to allow us to put this into practice. We have successfully carried this out across our centres already.

However, again due to Covid-19, we have recently been more flexible around our colleagues working from home some of the time and some of the time working in the office. We continue to monitor this on an on-going basis. This is only a temporary measure and all roles will return to being office based when safe to do so.

Due to these unique circumstances, our recruitment and selection process may involve interview/s by video, however if you are asked for a face to face interview, this will be in line with government guidelines around social distancing of 2 metres.  

You can find more on our Interview Process  on our careers site page.

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