StepChange Debt Charity
Team Leader – Debt Advice Specialist (Leeds)
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Ready to lead a team where your leadership, coaching and expertise genuinely make a difference?
Do you enjoy helping colleagues grow, build confidence and perform at their very best?
Are you looking for an opportunity to help shape an evolving service while leading a team that delivers outstanding outcomes for both colleagues and clients?
About The Role
As Team Leader, you'll create an environment where Debt Advice Specialists feel supported, trusted and empowered to perform at their very best.
Success in this role is about more than delivering operational performance. It's about developing confident, capable colleagues, fostering collaboration, embedding continuous improvement and ensuring clients consistently receive safe, high-quality support.
The Debt Advice Specialist service complements the excellent work delivered across our wider Debt Advice operation, providing tailored support where clients' circumstances require a specialist approach. As Team Leader, you'll help your team deliver consistently excellent outcomes while working collaboratively across the wider operation to achieve the best possible outcomes for clients.
Working closely alongside your team will be an important part of this role. Like the colleagues you'll be leading, you'll typically spend 2–3 days each week in our Leeds office. We believe meaningful time together supports coaching, collaboration, shared learning and the relationships that enable high-performing teams to thrive, while continuing to benefit from the flexibility of hybrid working.
Alongside your people leadership responsibilities, you'll monitor operational performance, quality and client outcomes, using insight and data to inform decisions, identify opportunities for improvement and support the continued development of the Debt Advice Specialist service.
What You'll Be Doing
Day to day you'll:
- Lead, coach and develop a team of Debt Advice Specialists, helping colleagues build confidence, capability and achieve their full potential.
- Create an inclusive, supportive and high-performing team culture where colleagues feel trusted, valued and motivated.
- Hold regular coaching and development conversations that strengthen performance, engagement and long-term capability.
- Use operational data, quality insight and technology to identify trends, inform decisions and drive continuous improvement.
- Monitor quality, performance and client outcomes, taking timely action where improvements are required.
- Work in partnership with the Operations Manager to help shape and evolve the Debt Advice Specialist service, identifying opportunities to improve colleague capability, operational effectiveness and the client experience.
- Support the successful implementation of new processes, technology and ways of working, helping colleagues adapt with confidence.
- Work collaboratively with Learning & Development, Quality and Operational colleagues to embed best practice and strengthen colleague capability.
- Champion a client-first approach, ensuring fair, consistent and high-quality outcomes remain at the heart of everything the team delivers.
- Act as a visible role model, creating a culture of trust, accountability, collaboration and continuous learning.
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About You
You're an experienced people leader who enjoys developing others and creating an environment where colleagues can thrive.
You build trust through your actions, coach with purpose and create a culture where people feel confident to contribute, learn and grow. You're comfortable balancing operational delivery with people development, using insight to solve problems, making considered decisions and helping others navigate change with confidence.
You recognise that great leadership goes beyond delivering today's priorities. You're curious about how services can evolve, understand how your team's contribution supports the wider ambitions of Client Operations and the charity, and look for opportunities to improve outcomes for colleagues, clients and the organisation.
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You're motivated by improving not only your own team, but also the wider service, recognising that great leadership is about creating positive, lasting impact.
You'll Bring
- Experience leading and developing teams within a customer-focused operational environment.
- A passion for coaching others, building capability and helping colleagues achieve their potential.
- The ability to build trusted relationships, work collaboratively and create an inclusive team culture where people can thrive.
- Confidence using operational insight, quality measures and performance data to make informed decisions and drive continuous improvement.
- Strong judgement, resilience and a calm approach when supporting colleagues through challenging situations.
- The ability to think beyond day-to-day operations, recognising opportunities to improve services and contribute to the wider ambitions of Client Operations and the charity.
- A positive and adaptable leadership style, with the confidence to embrace change and help others do the same.
- A genuine commitment to delivering excellent outcomes by balancing the needs of colleagues, clients and the wider organisation.
Equality, Diversity & Inclusion
Belonging is central to who we are. We're committed to building a workforce that reflects the people we support and creating a culture where everyone feels valued, respected and able to be themselves.
We welcome applications from colleagues of all backgrounds and experiences. If you need a reasonable adjustment during the recruitment process to enable you to perform at your best, please let us know—we're here to support you.
Additional Information
- Location: Chester
- Hybrid Working: Typically 2–3 days per week in our Chester office, with the flexibility to work remotely for the remainder of the week, depending on business needs.
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