Senior Customer Service Advisor - Debt Support - Chester at StepChange

Job Description:

Latest job information from StepChange for the position of Senior Customer Service Advisor - Debt Support - Chester. If the Senior Customer Service Advisor - Debt Support - Chester vacancy in Chester matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at StepChange for the position of Senior Customer Service Advisor - Debt Support - Chester below matches your qualifications.

Do you want a role where your expertise can steady someone in their most difficult moment, and genuinely change the direction of their life?

Looking for work that goes beyond process, where your judgment and care make a real difference?

Ready for a role that blends home working with meaningful, supportive time in the office?

This goes beyond a standard customer service role.

Youll handle complex, sensitive, and high-risk situations where there isnt a clear path to follow, and where youll need to take ownership of how things move forward.

Youll need to interpret complexity, read between the lines, manage emotion, and bring structure to situations that are often unclear.

Its not just about solving the problem, its how you handle it, communicate it, and guide people through it that makes the difference.

About the Role

Known as Debt Advice Specialist internally, youll be the person colleagues turn to when a clients situation requires a more considered, judgment-led approach. Youll step in at critical points to remove barriers, stabilise circumstances, and guide clients toward safe, sustainable outcomes.

Youll support clients across their full journey, from initial conversations and recommendations through to ongoing support, where situations are complex, sensitive, or dont fit standard processes.

Alongside direct client work, youll provide expert guidance to colleagues through a Knowledge Line function, helping others navigate difficult scenarios with confidence.

Youll work with some of the most vulnerable clients, applying strong judgment, emotional intelligence, and problem-solving to ensure the support provided is safe, appropriate, and consistent.

Youll be based in our Chester office with a hybrid approach, balancing home working with regular time together for collaboration, development, and connection.

What Youll Be Doing

Day to day, youll:

• Support clients facing complex or sensitive situations, offering clarity, reassurance, and expert guidance
• Deliver full lifecycle debt advice, from fact-finding and income/expenditure assessments through to ongoing support
• Step in to resolve challenging or atypical cases, identifying the root cause and unblocking progress
• Provide trauma-sensitive support to clients experiencing distress or vulnerability
• Manage high-risk or sensitive situations appropriately, including escalation where needed
• Offer expert advice to colleagues via a Knowledge Line, supporting difficult or unusual scenarios
• Work within governance and safeguarding frameworks, using judgment to flex processes where appropriate
• Create tailored follow-up plans to support stability and progress
• Maintain accurate records and use digital tools and systems to support decision-making
• Contribute to continuous improvement by identifying patterns and opportunities to refine processes

About You

You bring a calm, thoughtful approach to complex situations, combining empathy with strong analytical thinking. Youre confident making decisions in nuanced scenarios and take ownership of achieving the right outcome.

You dont rely on having a clear script or defined path. Youre able to assess situations, make sense of complexity, and decide how to move things forward, using your judgment to decide how to move things forward.

You communicate clearly and adapt your style to the person in front of you, whether thats a client in distress or a colleague needing guidance. Youre able to manage emotion, ask the right questions, and keep conversations focused and constructive, even in difficult situations.

Youll thrive in this role if youre motivated by:

Purpose Work that genuinely matters, helping people move forward and achieve lasting outcomes.

Growth Grow through meaningful work in an organisation thats evolving.

Balance Hybrid, flexible, and sustainable ways of working that support your wellbeing.

Belonging A supportive, purpose-led team where youre trusted, valued, and able to be yourself.

Experience supporting complex or vulnerable clients, working in regulated environments, or providing specialist guidance is valuable, but what matters most is your ability to apply sound judgment, work with care, and operate effectively in high-stakes situations.

Equality, Diversity & Inclusion

Belonging is central to who we are. Were committed to building a workforce that reflects the clients we support, and to creating a culture where everyone feels valued and able to be themselves.

We welcome applications from people of all backgrounds and life experiences. If you need a reasonable adjustment during the recruitment process so you can perform at your best, just let us know, were here to support you.

Job Info:

• Company: StepChange
• Position: Senior Customer Service Advisor - Debt Support - Chester
• Work Location: Chester
• Country: GB

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Senior Customer Service Advisor - Debt Support - Chester at the office Chester above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.