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Team Leader (Client Support)

Shift Pattern
Monday - Friday 10am to 6pm
Contract Type
Hours of Work per Week
Closing Date
Ref No

We are looking to recruit a Team Leader in a leadership role based at our Fairfax office in Leeds. With this role you would become part of the UK’s largest provider of genuinely free independent debt advice and managed solutions.

Our vision

Every year we help 650,000 people to resolve their debt problems and rebuild their lives. We employ over 1,500 colleagues and in our 26-year history we’ve helped millions of people on their journey to becoming debt free

Right now, we’re working to deliver an ambitious four-year strategy which will see us helping more people, responding to changing client needs, and working closely with our partners to reduce the harm of problem debt.

What you will be doing

This is a crucial role in determining the success of our growth plans. Within this role you would work with the charity’s Client Support team reporting to our Client Support Manager.

Key accountabilities

  • To lead a team of Debt Advisors, ensuring the highest standards of accuracy and quality in order to achieve the agreed departmental service levels
  • Assists in the development of operational procedures designed to provide optimum levels of service and promotes a customer-focused approach throughout the charity
  • Provides and utilises management information, often requiring research, analysis and selection of appropriate methods of presentation
  • Matches staff availability with workload in order to achieve agreed levels of service
  • Provides regular, effective and timely communication using the method best suited to each target group’s understanding, as outlined in the charity’s internal communications strategy
  • Maintains accurate computer records and paper files in line with procedures and in compliance with the Data Protection Act

Experience and knowledge

  • A good working knowledge of MS Word, Excel and Outlook
  • People management experience, including setting objectives and regularly reviewing performance against these

Skills and abilities

  • Ability to direct and motivate staff to meet fluctuating levels of demand
  • Excellent communication skills are essential as is the ability to analyse problems and provide effective solutions
  • Must have the ability to empathise with clients, whilst retaining an objective and realistic approach to individual circumstances

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 this role comes complete with a generous benefit package which 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

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