What are the responsibilities and job description for the Customer Service Specialist - Debt Support position at StepChange Debt Charity?
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.
You’ll handle complex, sensitive, and high-risk situations where there isn’t a clear path to follow, and where you’ll need to take ownership of how things move forward.
You’ll need to interpret complexity, read between the lines, manage emotion, and bring structure to situations that are often unclear.
It’s not just about solving the problem, it’s how you handle it, communicate it, and guide people through it that makes the difference.
About The Role
Known as Debt Advice Specialist internally, you’ll be the person colleagues turn to when a client’s situation requires a more considered, judgment-led approach. You’ll step in at critical points to remove barriers, stabilise circumstances, and guide clients toward safe, sustainable outcomes.
You’ll support clients across their full journey, from initial conversations and recommendations through to ongoing support, where situations are complex, sensitive, or don’t fit standard processes.
Alongside direct client work, you’ll provide expert guidance to colleagues through a Knowledge Line function, helping others navigate difficult scenarios with confidence.
You’ll 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.
You’ll be based in our Chester office with a hybrid approach, balancing home working with regular time together for collaboration, development, and connection. Your first 12 weeks will be office based and you will need to be fully available for the first 6 weeks of training.
What You’ll Be Doing
Day to day, you’ll:
You bring a calm, thoughtful approach to complex situations, combining empathy with strong analytical thinking. You’re confident making decisions in nuanced scenarios and take ownership of achieving the right outcome.
You don’t rely on having a clear script or defined path. You’re 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 that’s a client in distress or a colleague needing guidance. You’re able to manage emotion, ask the right questions, and keep conversations focused and constructive, even in difficult situations.
You’ll thrive in this role if you’re motivated by:
Purpose — Work that genuinely matters, helping people move forward and achieve lasting outcomes.
Growth — Grow through meaningful work in an organisation that’s evolving.
Balance — Hybrid, flexible, and sustainable ways of working that support your wellbeing.
Belonging — A supportive, purpose-led team where you’re 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. We’re 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, we’re here to support you.
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.
You’ll handle complex, sensitive, and high-risk situations where there isn’t a clear path to follow, and where you’ll need to take ownership of how things move forward.
You’ll need to interpret complexity, read between the lines, manage emotion, and bring structure to situations that are often unclear.
It’s not just about solving the problem, it’s how you handle it, communicate it, and guide people through it that makes the difference.
About The Role
Known as Debt Advice Specialist internally, you’ll be the person colleagues turn to when a client’s situation requires a more considered, judgment-led approach. You’ll step in at critical points to remove barriers, stabilise circumstances, and guide clients toward safe, sustainable outcomes.
You’ll support clients across their full journey, from initial conversations and recommendations through to ongoing support, where situations are complex, sensitive, or don’t fit standard processes.
Alongside direct client work, you’ll provide expert guidance to colleagues through a Knowledge Line function, helping others navigate difficult scenarios with confidence.
You’ll 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.
You’ll be based in our Chester office with a hybrid approach, balancing home working with regular time together for collaboration, development, and connection. Your first 12 weeks will be office based and you will need to be fully available for the first 6 weeks of training.
What You’ll Be Doing
Day to day, you’ll:
- 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
You bring a calm, thoughtful approach to complex situations, combining empathy with strong analytical thinking. You’re confident making decisions in nuanced scenarios and take ownership of achieving the right outcome.
You don’t rely on having a clear script or defined path. You’re 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 that’s a client in distress or a colleague needing guidance. You’re able to manage emotion, ask the right questions, and keep conversations focused and constructive, even in difficult situations.
You’ll thrive in this role if you’re motivated by:
Purpose — Work that genuinely matters, helping people move forward and achieve lasting outcomes.
Growth — Grow through meaningful work in an organisation that’s evolving.
Balance — Hybrid, flexible, and sustainable ways of working that support your wellbeing.
Belonging — A supportive, purpose-led team where you’re 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. We’re 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, we’re here to support you.