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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 welcoming diverse backgrounds and experiences.
The predicted salary is between 30000 - 42000 £ 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’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 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 Newcastle 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 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 - Newcastle employer: StepChange
Contact Detail:
StepChange Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Newcastle
✨Tip Number 1
Get to know the company before your interview! Research their values and mission, especially around helping clients. This will help you connect your own experiences to what they care about.
✨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 during the assessment centre. Think about how you can demonstrate understanding and support for clients who might be feeling overwhelmed. It’s all about making them feel heard!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining our team in Newcastle.
We think you need these skills to ace Customer Service Advisor - Newcastle
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for helping others shine through. We want to see that you genuinely care about making a difference in people's lives, especially in a customer service role like this one.
Be Clear and Concise: Keep your language straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your skills and experiences are easy to understand. This will help us see how you can contribute to our team.
Tailor Your Application: Make sure to customise your application to reflect the specific requirements of the Customer Service Advisor role. Highlight relevant experiences that demonstrate your ability to handle queries with empathy and care, just like we do at StudySmarter.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
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 can demonstrate your ability to provide calm and clear guidance.
✨Show Empathy
Since this role involves supporting clients who may be feeling overwhelmed, it's crucial to showcase your empathetic side. Prepare examples from your past experiences where you've helped someone in a similar situation, highlighting your ability to connect and communicate effectively.
✨Practice Digital Communication
You'll be using various digital platforms for communication, so it’s a good idea to brush up on your skills. Consider doing mock webchats or emails to practice conveying information clearly and concisely, as this will be key in your role.
✨Ask Insightful Questions
At the end of your interview, don’t forget to ask questions! This shows your interest in the role and the company. You might want to ask about the training process or how the team collaborates in a hybrid working environment. It’s a great way to demonstrate your enthusiasm and commitment.