Customer Service Advisor

Posted 9 April by Step Change Debt Charity Easy Apply

Customer Service Advisor

Location: Newcastle

Salary: £20,155 per annum

Contract – 18 month Fixed Term Contract

About the company:

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.

As a Customer Service Advisor you will be expected to provide appropriate advice, support, budgeting and money management assistance to clients who have contacted StepChange Debt Charity with a debt problem

Duties of the Customer Service Advisor:

  • Provide a telephone or web based service for clients accessing the charity
  • Effectively validate, gather and analyse information provided by a client in order to help them deal with their priorities and to provide them with a solution to allow them to deal with their situation for themselves on an ongoing basis
  • Use effective listening and negotiation skills to develop and agree realistic client budgets that fully reflect the client’s situation and best advice
  • Present all solutions by describing the advantages and disadvantages according to the clients personal situation and to make a recommendation based on this information
  • Ensure that all advice and solutions are presented in accordance with the charity’s policies and procedures and in line with advice Session Quality Standards (and thereby compliant with FCA and Debt Management directives)
  • Maintain accurate and meaningful client records (budget sheet, permanent notes etc) and to provide this information confidentially and in accordance with the Data Protection Act
  • Undertake own self development by keeping up to date with changes in advice and legislation, current policies and procedures and all internal practices in order to provide our clients with accurate information
  • Signpost our clients, where appropriate, to our own internal departments (additional services etc) or external partners in order for them to get the best possible solution to their problems
  • Participate in activities and workshops to improve the business processes and debt advice practices
  • Adherence to FCC’s policies and procedures
  • Take responsibility for own personal development
  • Support other areas of the charity as required and actively take part in any other duties commensurate with the role.

Requirements of the Customer Service Advisor:

  • Telephone and customer contact experience
  • Experience of working in a client focused environment
  • Dealing with complex queries
  • Knowledge of money advice (desirable)

Customer Service Advisor Benefits:

  • 24 days holiday plus bank holidays with the ability to buy and sell annual leave
  • Childcare voucher scheme
  • Season ticket loans
  • Cycle to work scheme
  • Group personal pension plan
  • Westfield Health cash plan
  • Employee assistance programme
  • Financial planning

If you meet the requirements and feel that this Customer Service Advisor role is right for you then please apply today!

Reference: 34861578

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