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Tracey, helpline advisor

Tracey is part of the crucial team who provide initial advice and support to those contacting the charity for help.

How do you find your role?

I love it - I’ve worked as a helpline advisor for over six years now, ever since I started the charity. Getting people closer to resolving their debt problems and helping to put their mind at ease is a great way to spend your days. What’s great is that our calls aren’t scripted, so we can really speak to people.

What’s your average day like?

I work part time, 24 hours over four days. I start at 10am which is ideal because it means I can take my kids to school. My husband works nights so it works well for us.

Did you have any experience before you joined the charity?

I worked in a collections team for my previous employer so I’ve seen the other side of our clients’ situation. But my teammates have come from all kinds of roles - some didn’t know anything about debt before they started here. The most important quality you need to have to work here is empathy and you’re given thorough training for everything else.

What’s kept you here for six years?

The job and the people I work with. Everyone’s got the same aim - to help people, so the team spirit is lovely. The role is ever changing with updated processes and improvements all the time. There are extra things you can get involved in too, for example we regularly fundraise for other charities.

Where do you see yourself in the next five years?

I’m really settled in Helpline and plan to stay. But it’s great to know that if I decide one day that I do want to change roles, I wouldn’t have to go very far. There are all kinds of opportunities within the charity and it’s an exciting place to work. Lots of the people I started with have moved on to different roles in different departments.

What kind of person would be suited to your role?

If you like helping people, and want to work for a flexible organisation, with people who are passionate about what they do, StepChange Debt Charity ticks all those boxes.

"Studying allowed me to enhance my existing knowledge, so I can give confident and effective advice to our clients and gain a professional qualification at the same time."

Helpline advisor, tracey

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Helping you become debt free...

“I wish to thank your staff for all the great help they gave me when I was in so much debt.
They were a pillar of support to me.” (Leslie, Essex)

Foundation for Credit Counselling Wade House, Merrion Centre, Leeds, LS2 8NG trading as StepChange Debt Charity and StepChange Debt Charity Scotland. A registered charity no.1016630 and SC046263. It is a limited company registered in England and Wales (company no:2757055). Authorised and regulated by the Financial Conduct Authority.

*This is the average rating of our service based on the StepChange reviews on Feefo by DMP and DRO clients three months into their solution.

© StepChange Debt Charity 2017