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 25000 - 30000 £ 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 Wath upon Dearne employer: StepChange
Join a company that prioritises meaningful work and employee wellbeing, offering a supportive hybrid working environment in Leeds. With a strong focus on personal growth, ongoing coaching, and a culture of inclusivity, you'll find yourself part of a team dedicated to making a real difference in the lives of clients. Experience the balance of home and office work while contributing to a mission-driven organisation that values your unique background and perspective.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Leeds/Hybrid in Wath upon Dearne
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you connect your answers 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 might be feeling overwhelmed. Share examples from your past experiences where you’ve successfully supported someone in a similar situation.
✨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 Wath upon Dearne
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 share your experiences and how they relate to the role. Authenticity goes a long way!
Tailor Your Application:Make sure to customise your application for the Customer Service Advisor role. Highlight your relevant skills and experiences that align with what we’re looking for, especially your ability to communicate clearly and support clients.
Show Your Empathy:Since this role involves helping clients who may be feeling overwhelmed, it’s important to demonstrate your empathy in your application. Share examples of how you've supported others in challenging situations – it’ll really resonate with us!
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 efficiently. Plus, you’ll find all the info you need about the role and our company 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 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 you'll be supporting clients who may feel 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, showcasing your ability to connect and support.
✨Practice Digital Communication
As this role involves various communication channels like webchat and WhatsApp, practice articulating your thoughts clearly in writing. You might even want to do a mock webchat with a friend to get comfortable with the format.
✨Ask Insightful Questions
At the end of your interview, don’t forget to ask questions that show your interest in the role and the company culture. Inquire about the training process or how the team collaborates in a hybrid setting. This not only shows your enthusiasm but also helps you gauge if it’s the right fit for you.
