Customer Service Advisor

About the Role

As a Customer Service / Debt Advisor at Step Change, you will support people across the UK who are facing emotionally challenging financial circumstances. Your role involves offering clarity, reassurance, and practical steps to help clients feel more confident about the future.

After 12 weeks of structured training and coaching in our Leeds office, you will move to a hybrid schedule that blends home working with supportive time in the office.

• 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 bring calm, clarity, and empathy to every interaction. You communicate confidently, simplify complex information, and remain steady under pressure. You are comfortable with digital systems and open to learning new tools as our services evolve.

Financial services experience is not required; your mindset, care for others, and willingness to learn are the most important attributes.

• 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.

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, let us know—we are here to support you.