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For Companies At a Glance
- Tasks: Support clients through phone, email, webchat, and post, providing guidance and empathy.
- Company: A compassionate charity focused on helping individuals navigate financial challenges.
- Benefits: Hybrid working model, ongoing coaching, and a supportive team environment.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication skills and a calm, empathetic approach.
- Other info: Inclusive culture that values diversity and personal growth.
The predicted salary is between 28800 - 43200 £ 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 Client and Creditor Team, you will be the link between our clients, their creditors, and colleagues across the charity. You will 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 will handle a variety of contact types, including phone calls, emails, webchats, and post. Sometimes you will resolve queries straight away; other times you will 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 Newcastle office, giving you the training, coaching, and support you need to succeed. After that, you will 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 Will Be Doing
- Support clients and creditors across phone, email, webchat, 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 Will Bring
You will be someone who brings calm, clarity, and compassion to every interaction. You communicate confidently, simplify complex information, and stay steady under pressure. You are comfortable using digital systems and open to learning new tools as our services evolve.
You will 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 are 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 are here to support you.
Customer Service Advisor in Newcastle employer: StepChange
Contact Detail:
StepChange Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Newcastle
✨Tip Number 1
Get to know the company culture! Before your interview, check out their website and social media. This will help you understand their values and how you can fit in, making it easier to connect during your chat.
✨Tip Number 2
Practice your listening skills! As a Customer Service Advisor, you'll need to really hear what clients are saying. Try role-playing with a friend or family member to get comfortable responding to different scenarios.
✨Tip Number 3
Show off your empathy! In your interviews, share examples of how you've helped others in tough situations. This will demonstrate that you can bring calm and clarity to clients who might be feeling overwhelmed.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in helping clients!
We think you need these skills to ace Customer Service Advisor in Newcastle
Some tips for your application 🫡
Show Your Passion for Helping Others: When you're writing your application, let us know why you want to be a Customer Service Advisor. Share any experiences where you've made a difference in someone's day, as this role is all about supporting clients through tough times.
Be Clear and Concise: We love a good story, but keep it relevant! Make sure your application is easy to read and straight to the point. Highlight your skills and experiences that match what we're looking for, especially your ability to communicate clearly and calmly.
Tailor Your Application: Don’t just send a generic application! Take a moment to tailor your CV and cover letter to our job description. Mention specific skills or experiences that relate to handling queries and supporting vulnerable clients, as this will show us you’re a great fit.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and securely. Plus, you’ll find all the info you need about the role and our company culture there!
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 entails. 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 during the interview.
✨Show Empathy and Clarity
Since this role involves supporting clients who may be feeling overwhelmed, it's crucial to convey empathy in your responses. 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.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think of specific instances where you’ve resolved issues or supported someone effectively. Practising these scenarios can help you articulate your thought process clearly.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your genuine interest in the position and helps you determine if it’s the right fit for you.