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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 that values diversity and supports all backgrounds.
- 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 New Stevenston employer: StepChange
Contact Detail:
StepChange Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Glasgow in New Stevenston
✨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! As a Customer Service Advisor, understanding clients is key. Try role-playing with a friend or family member to sharpen your ability to ask the right questions and respond empathetically.
✨Tip Number 3
Be ready to share real-life examples! Think of situations where you've helped someone through a tough time or made a positive impact. We love hearing about your experiences and how they relate to the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re keen to be part of our team and ready to take that next step in your career.
We think you need these skills to ace Customer Service Advisor - Glasgow in New Stevenston
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 clear and to the point. We appreciate straightforward communication, especially since you'll be explaining complex information to clients. Make sure your skills shine through without any fluff!
Highlight Your Organisational Skills: Since you'll be managing your own caseload, it's crucial to show us how organised you are. Mention any tools or methods you use to stay on top of tasks, and give examples of how you've successfully juggled multiple responsibilities in the past.
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 don’t miss out on any important updates. Plus, it shows you're keen to join our team!
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 supporting clients through challenging times, be prepared to demonstrate your empathetic approach during the interview. Share examples from your past experiences where you've helped someone navigate a tough situation, showing that you can balance empathy with practical solutions.
✨Ask Insightful Questions
Prepare a few thoughtful questions to ask your interviewer. This could be about the training process, team dynamics, or how success is measured in the role. Asking questions shows your genuine interest in the position and helps you gauge if the company culture aligns with your values.
✨Demonstrate Your Organisational Skills
As a Customer Service Advisor, you'll need to manage your own workload effectively. During the interview, highlight your organisational skills by discussing how you prioritise tasks and keep track of client cases. This will reassure the interviewer that you can handle the demands of the role.