At a Glance
- Tasks: Support clients through various channels, providing guidance and resolving queries.
- Company: A compassionate charity focused on helping individuals regain control of their finances.
- Benefits: Hybrid working model, ongoing coaching, and a supportive team environment.
- Other info: Inclusive culture that values diversity and personal growth.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Empathy, clear communication, and comfort with digital tools.
The predicted salary is between 24000 - 28000 £ 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 Normanton employer: StepChange
Join a compassionate team in Leeds where your role as a Customer Service Advisor truly makes a difference in people's lives. With a supportive work culture that prioritises employee growth and wellbeing, you'll enjoy a hybrid working model that balances home and office time, fostering collaboration and connection. Our commitment to equality, diversity, and inclusion ensures that every voice is heard and valued, making this an exceptional place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Leeds/Hybrid in Normanton
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you connect your experiences to what they care about, showing that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling various contact types, it’s crucial to articulate your thoughts clearly. Try role-playing with a friend or family member to get comfortable with different scenarios.
✨Tip Number 3
Show empathy during your interactions. Remember, the clients you’ll be helping may be feeling overwhelmed. Share examples from your past where you've supported someone in a similar situation to demonstrate your understanding and compassion.
✨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 you’re proactive and keen on joining our supportive team right from the start.
We think you need these skills to ace Customer Service Advisor - Leeds/Hybrid in Normanton
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 connect with our values.
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 or handled challenging situations, as this will resonate with us.
Keep It Clear and Concise:We appreciate clarity, so keep your writing straightforward and to the point. Avoid jargon and make sure your application is easy to read – we want to understand your journey without any confusion!
Apply Through Our Website:Don’t forget to submit your application 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 like webchat and WhatsApp, so make sure you're comfortable with these tools. Consider doing a mock interview where you practice responding to queries through different channels to show your adaptability and tech-savviness.
✨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 for the position.
