Apply before 11.59pm on 21 November 2025.
Interviews will take place on 27 November 2025.
Overview
We are looking for a Debt Support Officer to join our Debt Advice Team. You will provide support, information, and guidance to clients via phone, text, and email. You will assist debt advisers on behalf of clients and encourage clients to engage with and navigate the debt advice process successfully. With full training provided, there is an opportunity to progress into debt advice, including providing emergency guidance and making referrals when clients would benefit from further support from a debt caseworker.
Responsibilities
* Serve as the primary point of contact for clients, responding promptly and professionally via telephone and email.
* Support clients in accessing and engaging with debt advice services, providing guidance on gathering the necessary financial information.
* Assist clients in collecting, verifying, and organising supporting documentation required for their cases and conduct follow-up communications with clients after advice sessions to monitor progress and offer continued support.
* Liaise with creditors and other third parties to obtain information or provide updates to advisers and clients as appropriate.
* Process, maintain, and accurately record client information to support the management of ongoing cases.
* Participate in a structured development programme in debt advice, involving shadowing, supported learning, and optional professional qualifications.
* Upon successful completion of the development programme, deliver information and advice to clients via debt helplines, helping them identify appropriate services and next steps to resolve their financial issues.
Case Study: Robert’s Story
Robert contacted our Debt Support Officers after receiving full debt advice from his adviser. He had been asked to provide evidence of his finances, including a bank statement, but was struggling to access it via his online banking. As a Debt Support Officer, your role would involve:
* Discussing with Robert how much progress he had made on his own.
* Identifying his bank and using our in-house guide to help him download a copy of his statement.
During the conversation, Robert mentioned he was finding it difficult to afford essential items for himself and his young family. You would then:
* Check whether Robert’s local Citizens Advice has a referral system to connect him with agencies that can provide access to local food banks or emergency fuel support.
What We’re Looking For
* Confident, professional, and compassionate communication.
* Quick learner with good memory and organisational skills.
* Experience delivering excellent customer service, ideally in a busy contact centre.
* Team player, flexible across phone, email, and other communication channels.
* Comfortable working to targets and client-focused.
* Commitment to equality, fairness, and inclusion.
* Understanding of Data Protection Act and UK GDPR.
* Familiarity with client or case management systems.
* Comfortable using multiple monitors.
* Experience supporting clients with mental health issues, disabilities, or English as a second language.
* Knowledge of British Sign Language (BSL).
* Full training to become a Debt Support Officer, with clear progression into debt advice roles.
Benefits
* 21 days holiday plus bank holidays, birthday leave, and Christmas shutdown. Additional leave for Christmas Closedown and birthday leave.
* 8% employer pension contribution (plus salary sacrifice option).
* Long service leave after 4 years.
* Free parking and a supportive, development-focused team culture.
We’re Disability Confident
Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.
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