At a Glance
- Tasks: Support clients through complex situations, providing clarity and expert guidance.
- Company: Join a purpose-driven team dedicated to making a real difference in people's lives.
- Benefits: Enjoy hybrid working, competitive salary, and a supportive work environment.
- Other info: Be part of a diverse team that values your unique experiences and perspectives.
- Why this job: Make a meaningful impact while developing your skills in a dynamic role.
- Qualifications: Empathy, strong judgment, and the ability to handle sensitive situations are key.
The predicted salary is between 30000 - 40000 £ per year.
Do you want a role where your expertise can steady someone in their most difficult moment, and genuinely change the direction of their life? Looking for work that goes beyond process, where your judgment and care make a real difference? Ready for a role that blends home working with meaningful, supportive time in the office? This goes beyond a standard customer service role. You’ll handle complex, sensitive, and high-risk situations where there isn’t a clear path to follow, and where you’ll need to take ownership of how things move forward. You’ll need to interpret complexity, read between the lines, manage emotion, and bring structure to situations that are often unclear. It’s not just about solving the problem, it’s how you handle it, communicate it, and guide people through it that makes the difference.
About the Role
Known as Debt Advice Specialist internally, you’ll be the person colleagues turn to when a client’s situation requires a more considered, judgment-led approach. You’ll step in at critical points to remove barriers, stabilise circumstances, and guide clients toward safe, sustainable outcomes. You’ll support clients across their full journey, from initial conversations and recommendations through to ongoing support, where situations are complex, sensitive, or don’t fit standard processes. Alongside direct client work, you’ll provide expert guidance to colleagues through a Knowledge Line function, helping others navigate difficult scenarios with confidence. You’ll work with some of the most vulnerable clients, applying strong judgment, emotional intelligence, and problem-solving to ensure the support provided is safe, appropriate, and consistent. You’ll be based in our Chester office with a hybrid approach, balancing home working with regular time together for collaboration, development, and connection. 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 having a clear script or defined path. You’re able to assess situations, make sense of complexity, and decide how to move things forward, using your judgment to decide how to move things forward. You communicate clearly and adapt your style to the person in front of you, whether that’s a client in distress or a colleague needing guidance. You’re able to manage emotion, ask the right questions, and keep conversations focused and constructive, even in difficult situations.
You’ll thrive in this role if you’re motivated by:
- Purpose — Work that genuinely matters, helping people move forward and achieve lasting outcomes.
- Growth — Grow through meaningful work in an organisation that’s evolving.
- Balance — Hybrid, flexible, and sustainable ways of working that support your wellbeing.
- 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.
Customer Service Specialist – Debt Support – Chester employer: Recruit4Mum
Join a purpose-driven team in Chester where your role as a Customer Service Specialist – Debt Support will not only provide meaningful support to clients in their most challenging moments but also foster your personal and professional growth. With a hybrid working model that balances home and office collaboration, you will thrive in an environment that values empathy, judgment, and continuous improvement, all while being part of a diverse and inclusive culture that celebrates individuality and belonging.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist – Debt Support – Chester
✨Tip Number 1
Get to know the company culture before your interview. Check out our website and social media to see what we're all about. This will help you connect with us on a personal level during your chat.
✨Tip Number 2
Practice your active listening skills. In a role like Customer Service Specialist, understanding clients' needs is key. Show us that you can listen and respond thoughtfully during your interview.
✨Tip Number 3
Prepare some real-life examples of how you've handled complex situations in the past. We want to hear about your judgment and problem-solving skills, so think of stories that showcase your experience.
✨Tip Number 4
Don’t forget to ask questions! This shows us you're genuinely interested in the role and helps you figure out if we're the right fit for you. Plus, it’s a great way to demonstrate your curiosity and engagement.
We think you need these skills to ace Customer Service Specialist – Debt Support – Chester
Some tips for your application 🫡
Show Your Empathy:In your application, let us see your empathetic side! Share experiences where you've supported others through tough times. We want to know how you connect with people and help them feel understood.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate straightforward communication, especially when dealing with complex situations. Make sure your key points shine through!
Highlight Your Problem-Solving Skills:We love a good problem-solver! Use your application to showcase times when you've navigated tricky scenarios. Tell us how you approached the situation and what the outcome was—this is your chance to shine!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this meaningful role. We can’t wait to hear from you!
How to prepare for a job interview at Recruit4Mum
✨Understand the Role Deeply
Before your interview, take the time to really understand what being a Customer Service Specialist in Debt Support entails. Familiarise yourself with the complexities and sensitivities involved in the role. Think about how you can demonstrate your ability to handle high-risk situations and provide trauma-sensitive support.
✨Showcase Your Empathy and Judgment
During the interview, be prepared to share examples of how you've used empathy and sound judgment in past roles. Think of specific instances where you navigated complex situations or supported vulnerable clients. This will help illustrate your capability to manage emotions and guide others through difficult times.
✨Ask Insightful Questions
Prepare thoughtful questions that show your interest in the role and the company. Ask about the types of challenges the team faces or how they measure success in supporting clients. This not only demonstrates your enthusiasm but also gives you valuable insights into the company culture and expectations.
✨Practice Active Listening
In an interview, it's crucial to listen as much as you speak. Practice active listening by summarising what the interviewer says and responding thoughtfully. This skill is vital for the role, as it shows you can effectively communicate and adapt your style to different individuals, whether clients or colleagues.
