Overview
Customer Service Advisor – Leeds/Hybrid
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 home working with supportive time in the office?
About the Role
As a Customer Service / Debt Advisor at StepChange, you’ll support people across the UK who are facing some of the most emotionally challenging moments of their lives. This isn’t just about financial guidance it’s about offering clarity, reassurance, and practical steps at a time when clients feel overwhelmed.
You’ll help clients understand their options, create realistic budgets, and feel more confident about the future. The work is structured, supported, and purposeful giving you the tools you need to make a meaningful impact in every interaction.
Your first 12 weeks will be spent in our Leeds office, giving you the training, coaching, and confidence you need to succeed. After that, you’ll the opportunity for a blend home working with supportive 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 28th January, with sessions taking place both in the morning and afternoon.
What You’ll Be Doing
Every interaction you have, whether online or on the phone, helps someone move closer to stability and hope. Day to day, you’ll:
- Listen with care to understand each client’s financial situation and emotional needs
- Analyse information and offer clear, practical advice based on their circumstances
- Build realistic budgets and recommend tailored solutions that clients can sustain
- Help clients stay engaged and confident throughout their journey with us
- Work closely with colleagues to ensure clients can access specialist support when needed
- Stay up to date with the latest guidance, policies, and digital tools
You’ll be supported with structured training, ongoing coaching, and a clear development pathway.
What You’ll Bring
You’ll be someone who brings calm, clarity, and empathy 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, respectful team
- Growth — ongoing coaching and development to build your capability
- Balance — a hybrid model that supports wellbeing and flexibility
You don’t need financial services experience. What matters most is your mindset, your care for others, and your willingness to learn.
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 an reasonable adjustment to our recruitment process so you can perform at your best, just let us know, we’re here to support you.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
