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- Tasks: Support clients through challenging financial situations and help them regain control.
- Company: A purpose-driven organisation making a real difference in people's lives.
- Benefits: Hybrid working, structured training, and ongoing support for personal growth.
- Other info: Inclusive culture welcoming diverse backgrounds and experiences.
- Why this job: Make a meaningful impact while developing your skills in a supportive team.
- Qualifications: Empathy, strong communication skills, and a willingness to learn.
The predicted salary is between 25000 - 30000 £ per year.
Do you want a role where helping someone genuinely changes their day or even life? Looking for work that feels meaningful, not just another queue of tasks? Ready for a role that offers a blend of home working and supportive time in the office?
This is a role where every conversation matters. You’ll support people through challenging moments, helping them feel clearer, more in control, and able to move forward. With structured training and ongoing support, you’ll have what you need to do meaningful work and grow in the role. You’ll be part of an organisation supporting people across the UK every day.
About the Role
As a Customer Service Advisor in our Glasgow team (internally known as a Debt Advisor), you’ll manage your own caseload, supporting clients to move from uncertainty to a clear, manageable way forward. You’ll work with clients to understand their situation, build realistic plans, and guide them through appropriate solutions, often including setting up and managing Debt Payment Programmes (DPPs). This is a role that combines empathy, structure, and sound judgement. Every situation is different, and your role is to make sure the support you provide is practical, sustainable, and right for each individual. Over time, you’ll have the opportunity to build broader debt advice capability, developing your skills across different types of support and client needs. You’ll be based in our Glasgow office, with a hybrid approach that combines home working with supportive time in the office for collaboration, development, and staying connected with your team.
What You’ll Be Doing
- Speak with clients to understand their situation and support needs
- Review income and spending in detail to build realistic plans
- Set up and manage tailored solutions, including Debt Payment Programmes (DPPs)
- Work with creditors and other stakeholders to progress cases
- Keep clients informed and confident throughout
- Respond to queries and manage your caseload through to completion
About You
You approach complex situations with calm and structure, balancing empathy with attention to detail. You’re comfortable making decisions based on evidence and guidelines, and you take ownership of seeing things through to completion. You communicate clearly, ask the right questions, and can explain complex information in a way that builds confidence and trust. You’re organised, able to manage your own workload, and open to learning as your skills develop.
You’ll thrive in this role if you’re motivated by:
- Purpose — work that genuinely makes a difference to people’s financial lives
- Belonging — working as part of a supportive, collaborative team
- Growth — developing your expertise and judgement over time
- Balance — working in a way that supports consistency, focus, and wellbeing
Experience in customer service, financial support, or working with solutions like DPPs can be helpful, but it’s not essential. What matters most is your ability to apply judgement, work with care, and learn quickly in a structured environment.
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 Advisor - Glasgow in Lanark employer: StepChange
Contact Detail:
StepChange Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Glasgow in Lanark
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on our values and mission. This will help you connect your experiences to what we stand for, showing us that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your listening skills! In a role like Customer Service Advisor, understanding clients is key. During your interview, show us how you can listen actively and respond thoughtfully to questions.
✨Tip Number 3
Be ready to share real-life examples! Think of situations where you've helped someone through a tough time or solved a problem. We want to see how you apply empathy and judgement in your work.
✨Tip Number 4
Don’t forget to ask questions! Show us that you’re engaged and curious about the role. Ask about team dynamics, training opportunities, or how we support each other in challenging situations. It’s a great way to demonstrate your interest!
We think you need these skills to ace Customer Service Advisor - Glasgow in Lanark
Some tips for your application 🫡
Show Your Empathy: In your application, let us see your empathetic side! Share experiences where you've helped others through tough times. This role is all about making a difference, so we want to know how you connect with people.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate candidates who can communicate complex ideas simply, just like you'll need to do in this role!
Highlight Your Organisational Skills: Since you'll be managing your own caseload, it's important to showcase your organisational skills. Mention any tools or methods you use to stay on top of tasks and ensure nothing slips through the cracks.
Apply Through Our Website: We encourage you to apply directly 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 key responsibilities, like managing caseloads and setting up Debt Payment Programmes. This will help you speak confidently about how your skills align with the role.
✨Show Empathy in Your Responses
Since this role is all about helping clients through challenging situations, be prepared to demonstrate your empathetic side. Think of examples from your past experiences where you've supported someone in need, and explain how you approached those situations with care and understanding.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions that show your interest in the company and the role. Ask about their training process or how they support team members in developing their skills. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
✨Practice Clear Communication
As a Customer Service Advisor, clear communication is key. During your interview, practice explaining complex ideas simply and clearly. You might even want to role-play common scenarios you could face in the job, so you can showcase your ability to build trust and confidence with clients.