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For Companies 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 training, 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.
Please note that the assessment centre will be held in person at our Leeds office on Wednesday 22nd & Thursday 23rd April, with sessions taking place both in the morning and afternoon.
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 Ossett employer: StepChange
Contact Detail:
StepChange Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Leeds/Hybrid in Ossett
✨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 not just another candidate.
✨Tip Number 2
Practice your communication skills! Since you'll be handling various contact types, role-play with a friend or family member. This will help you feel more confident and articulate during the real deal.
✨Tip Number 3
Be ready to showcase your empathy! Think of examples where you've helped someone in a tough situation. This is key for a Customer Service Advisor, and it’ll show you understand the importance of support.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer Service Advisor - Leeds/Hybrid in Ossett
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 would approach them. This will help you demonstrate your understanding of the role and show that you're genuinely interested.
✨Show Empathy and Compassion
Since this role involves supporting clients who may be feeling overwhelmed, it's crucial to convey empathy during your interview. Prepare examples from your past experiences where you've helped someone in a similar situation. This will highlight your ability to connect with clients and provide the calm, clear guidance they need.
✨Practice Digital Communication
You'll be using various digital platforms like email, webchat, and WhatsApp to communicate with clients. Brush up on your digital communication skills before the interview. You could even practice responding to mock queries to feel more confident discussing your approach to these channels.
✨Ask Insightful Questions
At the end of your interview, don’t forget to ask questions! Inquire about the training process, team dynamics, or how the company supports ongoing development. This shows that you’re not only interested in the role but also in how you can grow within the company.