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For Companies At a Glance
- Tasks: Support clients through various channels, providing guidance and resolving queries with empathy.
- Company: A charity-focused organisation dedicated to making a real difference in people's lives.
- Benefits: Hybrid working model, ongoing training, and a supportive team environment.
- Other info: Inclusive culture that values diversity and offers excellent career growth opportunities.
- Why this job: Make a meaningful impact while developing your skills in a compassionate setting.
- Qualifications: Strong communication skills and a calm, empathetic approach to client interactions.
The predicted salary is between 25000 - 30000 £ per year.
Do you want a role where helping someone genuinely changes their day? Looking for work that feels meaningful, not just another queue of tasks? Ready for a role that offers a blend of home working with supportive time in the office?
About the Role
As a DMS Advisor in our Plan Activations Team, you’ll be the link between our clients, their creditors, and colleagues across the charity. You’ll support people who are often feeling overwhelmed, unsure, or anxious about their financial situation and your calm, clear guidance will help them feel more in control. You’ll handle a variety of contact types, including phone calls, emails, webchats, WhatsApp and post. Sometimes you’ll resolve queries straight away; other times you’ll guide clients through the next steps or signpost them to specialist support. Every interaction helps someone move closer to stability and confidence. Your first 12 weeks will be spent in our Leeds office, giving you the training, coaching, and support you need to succeed. After that, you’ll move into a hybrid working pattern that balances home working with time in the office for collaboration, development, and staying connected with your team.
What You’ll Be Doing
- Support clients and creditors across phone, email, webchat, WhatsApp and post
- Take ownership of queries and aim for first‑time resolution
- Identify vulnerable clients and respond with empathy and care
- Update systems accurately and follow GDPR requirements
- Signpost clients to specialist teams or external support when needed
- Stay informed on policy, process and legislative updates
- Work towards performance goals with ongoing coaching and development
What You’ll Bring
You’ll be someone who brings calm, clarity, and compassion to every interaction. You communicate confidently, simplify complex information, and stay steady under pressure. You’re comfortable using digital systems and open to learning new tools as our services evolve. You’ll thrive in this role if you value:
- Purpose — work that genuinely makes a difference
- Belonging — being part of a supportive, inclusive team
- Growth — ongoing coaching and development
- Balance — a hybrid model that supports wellbeing and flexibility
Equality, Diversity & Inclusion
Belonging is central to who we are. We’re committed to building a workforce that reflects the clients we support, and 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 to our recruitment process so you can perform at your best, just let us know, we’re here to support you.
Customer Service Advisor - Leeds/Hybrid in Horsforth employer: StepChange
Contact Detail:
StepChange Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Leeds/Hybrid in Horsforth
✨Tip Number 1
Get to know the company before your interview! Research their values and mission, especially around customer service and support. This will help you connect your experiences to what they care about during the chat.
✨Tip Number 2
Practice your communication skills! Since you'll be handling various contact types, role-play with a friend or family member to get comfortable explaining complex information clearly and calmly.
✨Tip Number 3
Show your empathy! Think of examples from your past where you've helped someone in a tough situation. Sharing these stories can really highlight your ability to connect with clients who might be feeling overwhelmed.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're keen on joining our supportive team!
We think you need these skills to ace Customer Service Advisor - Leeds/Hybrid in Horsforth
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for helping others and how you can bring calm and clarity to our clients.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience and skills. Mention specific examples of how you've supported clients in the past, especially in challenging situations, as this will resonate with us.
Keep It Clear and Concise: We appreciate clear communication, so keep your application straightforward and to the point. Avoid jargon and make sure your key points stand out, showing us how you can simplify complex information for our clients.
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 the role. Plus, it’s super easy to navigate!
How to prepare for a job interview at StepChange
✨Understand the Role
Before your interview, take some time to really understand what being a Customer Service Advisor involves. Familiarise yourself with the types of queries you might handle and think about how you would approach them. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Show Empathy and Compassion
Since this role involves supporting clients who may be feeling overwhelmed, it's crucial to convey empathy during your interview. Prepare examples from your past experiences where you've helped someone in a similar situation. This will show that you can bring calm and clarity to challenging interactions.
✨Practice Digital Communication Skills
As you'll be using various digital platforms like webchat and email, practice communicating clearly and concisely through these channels. You might even want to do a mock interview over video call to get comfortable with the format and ensure you can express yourself well in writing.
✨Ask Insightful Questions
At the end of your interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how they support employees' wellbeing in a hybrid model. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.