Urgently Hiring: Senior Customer Service Advisor - Debt Support

📍 Location: Leeds
💰 Salary: Up to £36,500 per annum
📄 Contract: Permanent
⏰ Hours: 40 hours per week, with flexible options to work 37.5 or 35 hours per week (salary pro rata)
🏡 Hybrid Working: 2-3 days per week in the office following successful completion of training

Make a Real Difference Every Day

Are you an experienced customer service professional who thrives in complex situations and is passionate about helping others?

We're looking for a Senior Customer Service Advisor - Debt Support to join a purpose-driven organisation where your expertise, empathy, and judgement will help people navigate some of the most challenging periods of their lives.

This is far more than a traditional customer service role. You'll support customers facing difficult financial circumstances, providing specialist guidance, practical solutions, and reassurance when they need it most.

The Role

As a Senior Customer Service Advisor, you will handle complex and sensitive customer cases that require a thoughtful and solutions-focused approach. You'll work closely with customers throughout their journey, helping them understand their options and supporting them towards positive outcomes.

You'll also act as a key point of support for colleagues, sharing specialist knowledge and helping resolve challenging cases.

Key Responsibilities

• Support customers experiencing complex or sensitive financial situations
• Deliver specialist debt advice and guidance
• Handle escalated and high-risk cases with professionalism and empathy
• Conduct fact-finding and income and expenditure assessments
• Create tailored support plans to help customers achieve sustainable outcomes
• Provide guidance and support to colleagues on complex cases
• Work within regulatory, governance, and safeguarding frameworks
• Maintain accurate customer records and documentation
• Identify opportunities for continuous improvement and service enhancement

About You

We're looking for candidates who can demonstrate:

• Previous experience within customer service, financial services, debt support, collections, complaints, banking, insurance, or a similar environment
• Team leaders or Senior Customer Service Advisors
• Strong communication and relationship-building skills
• The ability to manage challenging conversations with empathy and professionalism
• Excellent problem-solving and decision-making abilities
• Confidence handling sensitive and complex situations
• Strong organisational skills and attention to detail
• A customer-focused approach with a genuine desire to help others

Experience supporting vulnerable customers or working within a regulated environment would be highly advantageous.

What's on Offer?

✅ Salary up to £36,500
✅ Permanent position
✅ Hybrid working after training
✅ Comprehensive training programme
✅ Career development opportunities
✅ Flexible working options (35, 37.5, or 40-hour contracts available)
✅ Supportive and inclusive working environment
✅ Meaningful work that makes a genuine difference

Training & Working Pattern

Flexible shift patterns are available across Monday to Saturday.

Operating Hours:

• Monday to Friday: 8:00am - 8:00pm
• Saturday: 8:00am - 5:00pm

The role will be fully office-based for the first 12 weeks, with full attendance required for the first 6 weeks of training.

Following successful completion of training, employees can work on a hybrid basis, with 2-3 days per week in the office.

Apply Today

This is an excellent opportunity to join a growing organisation where you can build a rewarding career while making a genuine impact on people's lives.

Applicants are encouraged to apply as soon as possible, as assessment centres are taking place immediately and positions are expected to fill quickly! Please send your CV to [email protected] and I'll be in touch.