Debt Support Officer

About the Role

Are you passionate about helping people and using your skills in communication, IT, and

customer service? Do you want to work in a supportive team assisting individuals

experiencing debt?

We are looking for a Debt Support Officer to join our Debt Advice Team. In this role, you

will provide support, information, and guidance to clients via phone, text, and email.

You will also assist debt advisers act on behalf of clients and encourage clients to

engage with and navigate the debt advice process successfully.

With full training provided, you will have the opportunity to progress into debt advice,

including providing emergency guidance and making referrals when clients would

benefit from further support from a debt caseworker.

Key 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.

● Provide general administrative assistance, including managing post, SMS

correspondence, referrals, and ensuring the maintenance of accurate records.

● 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

Essential Skills & Attributes:

● Confident, professional, and compassionate communication.

● Ability to multitask and work across multiple systems or browser tabs.

● 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.

Desirable Experience:

● Familiarity with client or case management systems.

● Experience using Google Workspace (Docs, Sheets, etc.).

● Comfortable using multiple monitors.

● Experience supporting clients with mental health issues, disabilities, or English as

a second language.

● Knowledge of British Sign Language (BSL).

Benefits:

£24,320.00

● Full training to become a Debt Support Officer, with clear progression into debt

advice roles.

● 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.