Customer Service Advisor

6 days ago

Cardiff, United Kingdom StepChange Debt Charity Full time

Starting at £20,155 with the potential to realise in role development increases up to £25,600 depending on performance and development criteria being met, this isn't your typical contact centre role.
Debt advisors need to think on their feet and adapt to the diverse situations they're presented with.
Some calls are challenging, but they also give people the chance to talk about their debt, opening up about it for the very first time or you could be supporting existing clients with their change of circumstances or annual review of their debt solution.
You're there at that significant point in their lives, to listen and to help. It's no wonder so many of our colleagues find being a debt advisor a rewarding role.
We're currently recruiting for our Cardiff contact centre which is a flexible role working both from home and our office (minimum 2 days a month in the office). Debt advisors work 35 hours a week.
What will I be doing?
- Talking with first time callers dealing with a problem debt or completing an annual or change of circumstances review for existing clients
- Working as part of a team to ensure clients get a high quality experience
- Using active questioning and listening techniques to determine clients' financial and personal circumstances
- Handling a high volume of calls in a fast-paced environment
- Communicating financial guidance
- Working in an FCA regulated environment

Skills we're looking for
- Excellent communication skills
- Customer service experience, if possible
- Some confidence using a computer so you can check and record client details accurately
- Patience, empathy and the ability to handle challenging conversations
- The ability to solve problems
- Good attention to detail
- Strong emotional resilience and rapport building skills

What we offer you
- We give you 8 weeks full paid training in our academy before you start supporting clients (training is Monday to Friday 9am to 5pm)
- 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
- Hybrid working (current requirement to be in the office 2 days per month) - with IT equipment provided when you're working from home
- 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
- Long service awards
- Free hot drinks (tea, coffee, hot chocolate) in the office

Who we are
StepChange are the UK's leading debt charity, contacted by hundreds of thousands of people a year online and by phone, across all nations and regions. We help people in debt to sleep at night knowing that they have a realistic plan to address their financialproblems. We support people to take back control of their situation and we never judge.
Please Note: This vacancy will close when all positions have been filled.

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