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Jobs & Careers magazine | October 16, 2017

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Senior Customer Service Advisor (Debt Advisor – Cardiff)

StepChange Debt Charity

Please note that this job is advertised on our website as ‘Debt Advisor (Cardiff)’.

Here at StepChange Debt Charity we help people get their finances back in shape and their lives back on track. This is what makes us the UK’s leading debt charity.

Working here is rewarding because you’re not just doing a job, you’re making a genuine positive difference to people when they need it most.


Our team of experts help over 500,000 people a year to overcome their debt problems, but we want to be able to help more people. That’s why we’re looking for Debt Advisors to join our busy and dynamic contact centre in Cardiff.

Our Cardiff Centre specialises in providing advice and support to our charity’s most vulnerable clients. Vulnerability is diverse and we advise clients with mental and physical health conditions including terminal illnesses.

Our Debt Advisors provide appropriate telephone based debt advice and support to vulnerable clients who have contacted us with a debt problem. They need excellent communication skills, along with the ability to quickly analyse complex problems and recommend solutions.  Supporting and advising vulnerable clients towards a suitable solution, you’ll need to show empathy and create rapport whilst retaining an objective, realistic, and adaptable approach. This is of course a highly emotive and challenging role but as such a greatly rewarding one.

Giving you the skills

The start date for this job is 26 June 2017. To give you the best possible start you’ll spend your first eight weeks in a training academy, giving you the skills and knowledge you’ll need to be able to help our clients. This includes training in supporting vulnerable clients.

It’s essential that you’re available to attend these first eight weeks in full.

Valuing our colleagues

We don’t just care for our clients and those people who contact us for help. We also value our colleagues, and the role comes complete with an excellent benefit package which includes:

  • 24 days holiday increasing by one per year (up to a maximum of 29)
  • the ability to buy and sell annual leave
  • childcare voucher scheme
  • season ticket loans
  • cycle to work scheme
  • annual discretionary bonus
  • assisted study programme
  • group personal pension plan
  • Westfield Health cash plan
  • employee assistance programme
  • financial planning
  • long service awards

In return for your hard work and commitment your starting salary will be £20,155 per year.

You’ll work 35 hours a week over 4 days between Monday and Friday, our opening hours are 8am to 6pm.

Our vision

Our vision is to create a society free from problem debt; can you help us make this happen?

If you feel this is the role for you your application should demonstrate:

  • strong communication skills
  • ability to show empathy and build rapport
  • customer service experience
  • a positive attitude and good team player
  • problem solving and influencing skills
  • attention to detail
  • MS Word and Excel skills
  • Experience of working towards targets or deadlines in a fast paced environment

Knowledge of money advice would be preferable but is not essential as we’ll give you full training.

To apply please visit

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