Job Description

Salary
24,320.00
Location
Leyland (Civic Centre)
Workplace
Office based
Contract
Permanent
Hours per week
37

How to apply

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You can email esylvester@calw.org.uk to find out more information about this role and how to apply.


Interviews will take place on 27 November 2025.

About the role

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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.

We're Disability Confident

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Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.