Job Description
Money Adviser – Business Debtline
Salary: £37,645 per annum (inclusive of shift allowance) + excellent benefits
Location: Birmingham (predominantly remote with some on-site attendance. Initial training will be mandatory on site in our offices at Fiveways, Birmingham)
Contract: Permanent, full time
Hours: Rota basis between 9am–8pm, Monday–Friday (training hours 9am–5pm)
Start date: 1 September 2026
Closing date: 21 June 2026
Business Debtline is a free, independent debt advice service for the self-employed and small businesses. The Money Advice Trust is a national charity dedicated to helping people overcome financial difficulty and prevent problem debt.
About the Role:
At Money Advice Trust, we believe everyone deserves clear, practical and non-judgemental support, no matter their circumstances.
We’re looking for Money Advisers to join our Business Debtline team, helping self-employed people and small businesses navigate complex financial challenges and find sustainable solutions. Full training will be provided!
As a Business Debtline Adviser, you’ll provide tailored, specialist debt advice across a range of channels, supporting clients through often difficult and emotional situations. You’ll explain options clearly, empower clients to make informed decisions, and deliver a high-quality, compliant service.
This is a meaningful and rewarding role where you’ll make a real impact every day.
What You’ll Be Doing:
You’ll be responsible for:
* Providing specialist debt advice to self-employed individuals and small businesses via phone,email and digital channels
* Listening carefully to clients and communicating in a supportive,empathetic and non-judgemental way
* Identifying appropriate debt solutions such as Debt Management Plans, DROs and IVAs, ensuring regulatory compliance
* Explaining complex financial information clearly to a non-technical audience
* Maintaining accurate client records and completing administration to a high standard
* Collaborating with colleagues and contributing to team performance and service improvement
* Acting as a professional ambassador for the Money Advice Trust in all interactions
What We’re Looking For:
We’re looking for people who are passionate about helping others and who can stay calm, organised and professional in a fast-paced environment.
You’ll bring:
* Strong communication skills, both written and verbal
* The ability to explain complex information in a clear and simple way
* A compassionate, client-focused and non-judgemental approach
* Good IT skills (e.g. Word, Excel, Outlook, Teams, Zoom)
* Strong organisational skills and the ability to manage workload effectively
* The ability to work collaboratively as part of a team
* Resilience and emotional awareness when supporting clients in challenging situations
Experience in customer service or advice roles is helpful but not essential. If you’re motivated to learn and make a difference, we’d love to hear from you.
Training and Support:
We’ll fully support you to build your knowledge and confidence in the role.
* Comprehensive initial training (full-time, on site, 9am–5pm for approximately 11 weeks)
* Ongoing coaching, quality feedback and development support
* Continuous learning to keep up to date with legislation and best practice
We’re looking for people who are curious, committed to learning, and motivated to grow in a rewarding role.
What We Offer:
We offer a competitive benefits package designed to support your well being and work–life balance, including:
* 29 days annual leave plus bank holidays
* Contributory pension scheme
* Predominantly remote working
* Generous life insurance
* Well being days to support your mental health
* Healthcare cashback scheme
* Employee Assistance Programme
* Up to 30 days working outside the UK (per year)
* Free on-site gym in Birmingham
* Enhanced maternity pay
How to Apply:
We’d love to hear from you.!
Click Apply now to complete a short application and upload your CV.
Our typical recruitment process takes up to four weeks and includes:
1. A short online assessment (around 20 minutes at a time to suit you)
2. A 45‑minute Microsoft Teams interview
Candidates who are successful at interview will progress to offer. Those who are not successful will be offered interview feedback.
We sometimes use AI tools to support parts of our recruitment process, such as initial application review. These tools help us manage volume, but all hiring decisions are made by a real person in our Recruitment team.
If you have any questions, please get in touch at recruitment@moneyadvicetrust.org.
We’re always happy to help!
Accessibility and Adjustments:
We want every candidate to feel confident and supported. If you need any adjustments or have specific preferences during the recruitment process, just let us know and we’ll do our best to accommodate you.
Important Information:
We may close this vacancy early if we receive a high number of applications, so we encourage you to apply as soon as possible.
Your personal data will only be used for recruitment purposes and held for up to 12 months. Please see our Privacy Notice for Job Applicants on our vacancies page for further details.
Our Commitment to Inclusion:
We’re committed to building a workplace that reflects the communities we serve and our values - We put people first. We support each other. We solve problems.
These values guide everything we do and help create a welcoming, respectful and inclusive environment where everyone can thrive. We warmly welcome applications from people of all backgrounds.
Job Requirements
May 2026
Job Specification
Position Title: Money Adviser - Business Debtline
Location: Birmingham, Hybrid
Reports To: Head of Operations – Business Debtline
Special Conditions: Scheduled shifts, on rota basis, to cover service hours (currently 9am to 8pm; Mon-Fri weekdays)
Job Overview: To provide advice and assistance to self-employed and small/micro businesses with debts across a range of delivery channels, as required.
Key Responsibilities:
Provision of advice
* To provide tailored self-help specialist money advice and support to self-employed and small/micro businesses, via telephone, email, web chats, forums and other multimedia channels.
* Communicating with clients in a supportive, empathetic, non-judgemental manner, whilst ensuring that productivity and quality targets are met.
Communication
* To communicate actively and effectively through a variety of technology-based media and participate in 1 to 1 discussions, QM feedback and team meetings etc.
* To collaborate effectively and professionally with colleagues across the organisation on issues arising and to participate in problem-solving, across Money Advice Trust services.
* To act as an ambassador for the Money Advice Trust (MAT) and its services, representing and promoting MAT and the MAT Contact Centre professionally, to both internal and external stakeholders, as required.
Administration
* Troubleshoot day to day technological issues.
* To ensure all required work is completed accurately, comprehensively and in compliance with quality audit requirements and agreed timescales.
* To submit requests for planned leave in a timely manner to meet operational requirements for service delivery, as required by Money Advice Trust policies.
* To create and maintain client records, ensuring information is appropriate and accurate at all times.
* To adhere to internal processes for information management, ensuring that MAT data is accurate and reliable.
* To adhere to published work schedules.
Quality, compliance and risk
* To identify cases where a debt solution may be appropriate, such as a Debt Management Plan (DMP), Debt Relief Order (DRO), Individual Voluntary Arrangement(IVA) etc,exploring all relevant options with clients, and in compliance with FCA regulations.
* To prepare and participate in coaching and support sessions and regular reviews, according to company procedures, as a basis for driving demonstrable improvement.
* To take responsibility for personal technical development, proactively addressing knowledge gaps to ensure that you are technically proficient in the role.
* Take steps to address and minimise client complaints in accordance with agreed MAT procedures.
* To follow MAT’s “Support for Advice” policy, to ensure that any money advice related issue(s) which clients raise and which cannot initially be answered are dealt with according to MAT protocols, which may include self-guided research.
General requirements
* To uphold good practice and implement Money Advice Trust’s policies, procedures and quality systems.
* To promote Money Advice Trust services externally as and when required.
* To undertake such duties as are appropriate to the role.
* To show commitment to the vision and values of the Money Advice Trust.
Essential Skills:
* Ability to work as part of a team and collaborate effectively with colleagues and stakeholders
* Proficient in a wide range of IT skills such as Word, Excel and Outlook as well as remote working applications such as Zoom and Teams
* Customer focused attitude, proactively seeking opportunities for improvement
* Excellent communication skills(verbal and written), able to engage with clients and colleagues confidently and concisely
* Strong administration skills, with the ability to plan and organise time and manage workload effectively ensuring deadlines are met.
* Ability to assimilate complex information and communicate it to a non-technical audience.
* Ability to empathise with and understand complex problems of users.
Desirable Skills / Knowledge / Experience:
* Proven experience in a telephony customer service role
* Contact Centre experience
* 18 months’ recent full time (or part time equivalent) experience in delivery of money advice
* Understanding of court procedures, tribunals or equivalent.
* Knowledge of money advice processes, legislation and practice.
* Knowledge of Consumer Credit Act provisions.
* Knowledge of business trading statuses
* Knowledge/experience of the money claims process for both the creditor and the debtor.
* Experience with different types of bailiffs, including High Court bailiffs
* Experience of business debts.
* Knowledge of UK Tax legislation
* Research (e.g. social policy) and consultancy to other agencies
* Experience of giving telephone advice
* Knowledge of housing matters such as security of tenure/homelessness
* Knowledge of Scottish law in relation to debt
* Proficiency in use of Microsoft Dynamics CRM
* Advocacy/presentation
Essential Qualifications:
* Minimum Grade C / 4 or above in GCSE or equivalent experience
Personal Qualities:
* Non-judgemental and empathetic attitude towards people in debt. Able to deal compassionately with challenging situations
* Resilient, with the ability to work under pressure, whilst meeting productivity and quality targets
* Ability to remain calm in difficult situations
* Commitment to continual learning,training and skills development in own time as well as in work
* Proven ability to distance learn
* Self-motivated, self-starter and able to work on own initiative, from home and with minimal supervision
* Ability to use own initiative and find solutions today-to-day technological issues and effectively work as part of a team
* Commitment to the values of the Trust which are to:
* We put people first
* We support each other
* We solve problems
* Commitment to the objectives of the Trust which are to:
* Transform
* Prevent
* Broaden