Specialist Debt Adviser

Fixed term contract until the end of March 2028.

About the role

As a Specialist Debt Adviser, you will handle phone and email enquiries to the service, using diagnostic questioning to fully establish the caller's enquiry and providing detailed and timely responses. You will identify and act on emergency enquiries, prioritise your workload, and help produce written and online content to provide service users with the latest developments in debt regulation, policy, and good practice.

About the team

Our Specialist Debt Advice service supports front-line debt advisers across England & Wales with complex casework. The service operates Monday to Friday, 9 AM to 5 PM, with advisers offering live support on a rota basis.

Responsibilities

• Handle phone and email enquiries, providing detailed and timely advice.
• Use diagnostic questioning to fully understand the caller's enquiry.
• Identify and prioritise emergency enquiries.
• Produce written and online resources, including guidance documents and webinars.
• Attend networking events to share the latest debt regulation, policy, and good practice.
• Support client-facing debt advisers with complex casework.

Requirements

• Excellent understanding of debt advice and experience producing written and online resources.
• Ability to simplify complex language and processes for professional advisers and other audiences.
• Good typing skills and proficiency in Microsoft Office applications, case management, and reporting systems.
• Commitment to user-focused advice and continuous learning.

Benefits

• 30 days of annual leave (pro rata).
• Enhanced family-friendly policies.
• Pension scheme.
• Interest-free travel loans.
• Tenancy deposit loan.
• Payroll giving.
• Cycle to work scheme.
• Employee assistance programme.

Pay

£35,581 per annum, pro rata for part-time hours.

Schedule

• 28 hours per week, with flexible working options.
• Occasional travel to Manchester, Birmingham, or Sheffield.
• Home-based work.