Adviser - National Debtline

Contract:?

Permanent

Salary £36,069 per annum (inclusive of shift allowance) + excellent benefits

Location Birmingham (remote working with some office attendance. Initial training will be mandatory on site)

Start date: 26th May 2026 & 15th June 2026

Hours:?

Full time, 35 hours per week (rota basis including evenings and occasional Saturdays).

Closing date: 19th March

National Debtline is an award‑winning free debt advice service run by the Money Advice Trust, an independent charity founded in 1991 to help people across the UK to tackle their debts and manage their money with confidence.

At Money Advice Trust, were passionate about making a positive difference. Were now looking for Money Advisers to join our National Debtline team and help us support people across the UK to tackle their debts and manage their money with confidence.

As a Money Adviser, youll provide tailored, specialist money advice to clients. Youll help clients navigate complex debt situations, providing clear, empathetic and non‑judgemental support while meeting quality and productivity standards.

• Providing specialist money advice and support across multiple channels.
• Communicating with clients in a clear, supportive and empathetic way.
• Identifying and explaining appropriate debt solutions (e.g. DROs, IVAs, DMPs).
• Accurately maintaining client records and administrative processes.
• Collaborating with colleagues to ensure service quality and continuous improvement.
• Acting as an ambassador for Money Advice Trust in all client and stakeholder engagement.

Our ideal candidates will bring:

• Proven experience in a telephony customer service or advice role.
• Excellent communication skills both written and verbal with the ability to explain complex information simply to a variety of callers, some of whom may be distressed or have suicidal thoughts.
• A customer‑focused, empathetic and non‑judgemental approach. A high level of IT proficiency (Word, Excel, Outlook, Teams, Zoom) and ability to adapt to new systems.
• Strong organisational skills and the ability to manage workload effectively.
• Resilience and the ability to stay calm in challenging situations.

We provide full training and extensive support to give you all the tools needed to become an exceptional adviser. The eight‑week training program will be conducted at our offices in Birmingham (Five Ways). You must be able to commit to training on a full‑time, on‑site basis, Monday to Friday 9am to 5pm.

Training to become a Money Adviser is challenging and also staying up to date with new legislation in this arena is important, therefore you need to be willing to manage your own development during and outside working hours. With the initiative to research some of the finer technical points of debt advice, you will possess the drive to succeed in a role that presents challenging targets.

We believe in taking care of our people, and we offer a great range of benefits, including:

• 29 days annual leave plus bank holidays
• A contributory pension scheme
• Flexible hybrid working arrangement
• Generous life insurance
• Wellbeing days to support your mental health
• A healthcare cashback scheme
• Access to an Employee Assistance Program
• Working outside the UK (up to 30 days in a 12‑month period)
• Free on‑site gym (Birmingham)
• Enhanced maternity pay

Wed love to learn more about you! Please click apply now to answer a few questions and submit your CV and supporting statement outlining how you meet the criteria in the job description and why you would be a great money adviser (500 words max)

We value authentic applications, so please refrain from using AI‑generated content. Were interested in hearing your own words, experiences, and motivations, this helps us understand your genuine interest in the role and what makes you unique.

If you need any adjustments to help you perform at your best during the recruitment process, please contact us and well be happy to discuss them.

We may close this advert and recruitment process early if we receive a high number of applications, so please apply as soon as possible.

We will only use the data you supply to us for recruitment purposes, and it will be held for twelve months. For further details, please see our Privacy Notice for Job Applicants on our vacancies page.

We take diversity seriously and are committed to creating a workplace that reflects the communities we serve. Our values:
We put people first, We support each other, We solve problems underpin our vision to be a place where everyone feels welcome, respected, and empowered to bring their authentic selves to work.

We use a blind recruitment system to ensure fairness. Personal details such as name, address, gender, ethnicity, sexual orientation, or educational institution remain hidden until shortlisting is complete. We warmly welcome applications from all backgrounds.