Customer Service Advisor

15 hours ago

Glasgow, United Kingdom StepChange Debt Charity Full time

This role is known internally as Debt Advisor

Do you want fulfilling and rewarding work that will positively change lives?
We're looking for someone who can demonstrate empathy, great communications skills, and a non-judgemental approach to join our Operations team as a debt advisor. They'll provide expert debt advice to callers in our contact centres.
Our clients come from a variety of backgrounds and are located across the UK, and we reflect this in our workplace, one where you're valued for being yourself. It's the people we help and our colleagues who make us who we are - a truly inclusive organisation.
**Salary**:
Starting at £20,155 with the potential for increase up to £25,600, depending on performance and development criteria being met**Where you'll work**:
This will be a hybrid role, working both from home and our Glasgow office, with a current requirement to be in the office a minimum of 2 days per month. Debt advisors work 35 hours a week
**The rewards**:

- 8 weeks full paid training in our academy before you start supporting clients
- 24 days annual leave (this increases by one day per year up to a maximum of 29), plus bank holidays.***:

- The opportunity to buy and sell annual leave
- A personal career plan and ongoing training and development and support with role-related professional subscriptions and qualifications
- Travel season ticket loans
- Cycle-to-work scheme
- Group pension scheme
- Group Company Life Assurance
- Westfield Health cash plan with employee discounts in high street shops
- Vitality at Work health and wellbeing
- Employee assistance programme
- Access to financial planning and advice
- 2 days paid volunteering leave per year
- Family friendly pay, pre-adoption/fertility/surrogacy pay, post-adoption pay
- Long service awards

**What you'll be doing**:

- Talking with callers dealing with problem debt or helping current clients to complete annual or change of circumstances reviews
- Working as part of a team to support our clients
- Handling a high volume of calls in a fast-paced environment
- Working in an FCA regulated environment
- Meeting set targets on performance

**What you'll bring**:

- Excellent communication skills
- The ability to handle challenging conversations
- Computer literacy
- Problem solving skills
- Attention to detail
- Strong emotional resilience

Don't worry if you don't have all the skills or experience required - our comprehensive training will give you these.
**Equality, diversity, and inclusion**:
Equality, diversity, and inclusion are incredibly important to us; we have a culture of belonging. We're always looking to increase the diversity of our workforce to ensure we can provide the best service possible for everyone. It's not just about the professionalexperience you bring - we're interested in who you are and your potential. If there's an adjustment to our recruitment process that would help you to be your best, speak to our team and they'll be happy to help.
In line with current legislation, successful applicants will be required to provide a satisfactory Basic Disclosure check from Disclosure Scotland, which relates to an individual's unspent criminal convictions, prior to employment with Stepchange Debt Charity.

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