Overview
Customer Service Advisor – Newcastle/Hybrid
Do you want a role where helping someone genuinely changes their day?
Looking for work that feels meaningful, not just another queue of tasks?
Ready for a role that offers a blend of home working with supportive time in the office?
About the Role
As a DMS Advisor in our Client and Creditor Team, you’ll be the link between our clients, their creditors, and colleagues across the charity. You’ll support people who are often feeling overwhelmed, unsure, or anxious about their financial situation and your calm, clear guidance will help them feel more in control.
You’ll handle a variety of contact types, including phone calls, emails, webchats and post. Sometimes you’ll resolve queries straight away; other times you’ll guide clients through the next steps or signpost them to specialist support. Every interaction helps someone move closer to stability and confidence.
Your first 12 weeks will be spent in our Newcastle office, giving you the training, coaching, and support you need to succeed. After that, you’ll move into a hybrid working pattern that balances home working with time in the office for collaboration, development, and staying connected with your team.
Please note that the assessment centre will be held in person at our Newcastle office on Monday 2nd & Tuesday 3rd March, with sessions taking place both in the morning and afternoon.
What You’ll Be Doing
- Support clients and creditors across phone, email, webchat and post
- Take ownership of queries and aim for first‑time resolution
- Identify vulnerable clients and respond with empathy and care
- Update systems accurately and follow GDPR requirements
- Signpost clients to specialist teams or external support when needed
- Stay informed on policy, process and legislative updates
- Work towards performance goals with ongoing coaching and development
What You’ll Bring
You’ll be someone who brings calm, clarity, and compassion to every interaction. You communicate confidently, simplify complex information, and stay steady under pressure. You’re comfortable using digital systems and open to learning new tools as our services evolve.
You’ll thrive in this role if you value:
- Purpose — work that genuinely makes a difference
- Belonging — being part of a supportive, inclusive team
- Growth — ongoing coaching and development
- Balance — a hybrid model that supports wellbeing and flexibility
Equality, Diversity & Inclusion
Belonging is central to who we are. We’re committed to building a workforce that reflects the clients we support, and a culture where everyone feels valued and able to be themselves.
We welcome applications from people of all backgrounds and life experiences. If you need a reasonable adjustment to our recruitment process so you can perform at your best, just let us know, we’re here to support you.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
