Customer Service Specialist - Debt Support in Leeds

This goes beyond a standard customer service role. The role involves handling complex, sensitive, and high-risk situations where there isn’t a clear path to follow, requiring ownership of how matters move forward. It requires interpreting complexity, reading between the lines, managing emotion, and bringing structure to often unclear situations. It focuses on both problem resolution and how the situation is handled, communicated, and guided to the client.

You’ll support clients across the full journey, from initial conversations and recommendations through to ongoing support, where situations are complex, sensitive, or don’t fit standard processes. You will provide expert guidance to colleagues via a Knowledge Line, helping others navigate difficult scenarios. You’ll work with vulnerable clients, applying strong judgment, emotional intelligence, and problem-solving to ensure safe, appropriate, and consistent support. You’ll be based in our Leeds office with a hybrid approach, balancing home working with 2-3 days in the office per week. Your first 12 weeks will be office based and you will need to be fully available for the first 6 weeks of training.

What You’ll Be Doing:

• Support clients facing complex or sensitive situations, offering clarity, reassurance, and expert guidance.
• Deliver full lifecycle debt advice, from fact-finding and income/expenditure assessments through to ongoing support.
• Step in to resolve challenging or atypical cases, identifying the root cause and unblocking progress.
• Provide trauma-sensitive support to clients experiencing distress or vulnerability.
• Manage high-risk or sensitive situations appropriately, including escalation where needed.
• Offer expert advice to colleagues via a Knowledge Line, supporting difficult or unusual scenarios.
• Work within governance and safeguarding frameworks, using judgment to flex processes where appropriate.
• Create tailored follow-up plans to support stability and progress.
• Maintain accurate records and use digital tools and systems to support decision-making.
• Contribute to continuous improvement by identifying patterns and opportunities to refine processes.

About You:

You bring a calm, thoughtful approach to complex situations, combining empathy with strong analytical thinking. You’re confident making decisions in nuanced scenarios and take ownership of achieving the right outcome. You don’t rely on a clear script or path; you assess situations, sense complexity, and decide how to move forward using sound judgment. You communicate clearly and adapt your style to the client or colleague, managing emotion, asking the right questions, and keeping conversations focused even in difficult situations.

You’ll thrive in this role if you’re motivated by Purpose—helping people move forward and achieve lasting outcomes; Growth—growing through meaningful work; Balance—hybrid, flexible, and sustainable ways of working; and Belonging—a supportive, purpose-led team where you’re trusted, valued, and able to be yourself.

Experience supporting complex or vulnerable clients, working in regulated environments, or providing specialist guidance is valuable, but what matters most is your ability to apply sound judgment, work with care, and operate effectively in high-stakes situations.

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.

Additional Info:

Flexible shift patterns available across Monday to Saturday. Operating hours are Monday to Friday, 8am–8pm, and Saturday, 9am–2pm. Shifts may include a combination of long and short days, including Saturdays. The first 12 weeks will be office based and you will need to be fully available for the first 6 weeks of training.

Contract Type: Permanent

Hours of Work per Week: 40 hours per week, with flexible options to work 37.5 or 35 hours per week, with salary adjusted pro rata.