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.