At a Glance
- Tasks: Support clients through various channels, providing guidance and resolving queries with empathy.
- Company: A compassionate charity focused on helping individuals navigate financial challenges.
- Benefits: Hybrid working model, ongoing coaching, and a supportive team environment.
- Other info: Inclusive culture that values diversity and offers excellent career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your skills in a meaningful role.
- Qualifications: Strong communication skills and a calm, empathetic approach to client interactions.
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 Yeadon 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 valued, making this an excellent place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Leeds/Hybrid in Yeadon
✨Tip Number 1
Get to know the company before your interview! Research their values and mission, especially around customer service and support. This will help you connect your 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 compassion in your responses, as this is key for a Customer Service Advisor role.
✨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 supportive team.
We think you need these skills to ace Customer Service Advisor - Leeds/Hybrid in Yeadon
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. Remember, we’re looking for someone who brings calm, clarity, and compassion.
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with what we’re looking for. Mention specific examples of how you've supported clients or handled challenging situations, as this will show us you understand the role's purpose.
Keep It Clear and Concise:We appreciate clarity, so keep your application straightforward and to the point. Use simple language to explain your experiences and avoid jargon. This will help us see your communication skills in action, which is key for a Customer Service Advisor.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure it gets to us directly. Plus, you’ll find all the details you need about the role and our company culture there, making it easier for you to tailor your application.
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.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think about how you would respond to various client interactions, especially those involving vulnerable individuals. Practising these scenarios can help you feel more confident and articulate during the interview.
✨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, team dynamics, or how the hybrid working model is implemented. Thoughtful questions can leave a lasting impression on your interviewers.
