Customer Focused Support
As a Debt Management Telephony Officer, your primary responsibility will be managing customer interactions over the phone. You will act as the first point of contact for customers, delivering outstanding customer service through inbound and outbound calls, as well as handling written correspondence when required. Our calls are not scripted.
In this role, you’ll provide clear, accurate, and empathetic support to customers, helping them understand their options and negotiate suitable repayment solutions. You’ll listen carefully, communicate effectively, and work collaboratively within a supportive team environment to make a real difference in people’s lives.
This is a fast-paced, telephony-focused position where excellent communication skills and the ability to remain calm and professional are essential. Depending on your location, you may also have the opportunity to work in specialist areas within Debt Management, such as the Compensation Recovery Unit or Recovery from Estates team.
A Role That Makes a Real Difference
As a Debt Management Telephony Advisor, you’re not just answering calls, you’re changing lives. Every conversation is an opportunity to provide reassurance, guidance, and practical solutions to people who may be facing financial challenges or vulnerable situations.
This role is about empathy and empowerment. You’ll help customers see that we’re here to support them, not penalise them, and you’ll witness first-hand how a calm, understanding approach can transform someone’s outlook. That sense of achievement and knowing that you’ve helped someone regain control and peace of mind makes this job incredibly rewarding.
Hannah – Debt Management Telephony Advisor
The Debt Profession
As a member of the Debt Profession, you’ll be joining a community that prides itself on excellence. Our professionals are committed to being the best they can be, continually assessing themselves against recognised standards of knowledge, skills, and behaviours that are respected across both government and the private sector.
You’ll have access to a range of development opportunities, including some accredited by external bodies, to support your learning and growth. These opportunities will help you define your level of expertise and identify clear pathways for improvement.
Being part of this profession also means becoming part of a wider network. You’ll connect with other debt professionals across government. This collaboration fosters a strong sense of community, encourages the sharing of best practices, and promotes unity across the global debt landscape.
Training
For the first 6 weeks, you’ll work full-time to complete your induction and phase 1 training, even if you are part-time. This will introduce you to DWP and Debt Management and develop relevant skills and knowledge. You will need to work from the office until you have completed training and consolidation to request hybrid working.
We’ll invest in you with appropriate training and learning, to ensure you have the skills required to successfully perform your role, continue your development and achieve the required Debt Professional standard.
On top of this you’ll have support, practical advice, help and assistance from your manager, subject experts and friendly colleagues.
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