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StepChange Debt Charity

Engaged employer

Avoid this place - Data Verifyer, Plan Activations StepChange Debt Charity Employee Review

1.0
28 June 2019
Recommend
CEO approval
Business outlook

Pros

I would say that helping people is probably the only reason I'm still there.

Cons

For starters the absence policy is so strict that I feel genuine fear everytime I'm unwell and have to call in. You are made to feel like you don't matter. The team leaders only act like you exist if you take on extra unpaid tasks and forsaken if you fail. However it is growing increasingly difficult to obtain any extra tasks as new projects almost always go to one of the team leaders friends or romantic partners as nepotism is rife. There is also a terrible double standard at play team leaders are apparently above all rules of conduct as they can take extended breaks, play on their phones and chat at their leasure; whereas DV's are harshly repremanded for the slightest offence. You are also expected to routinely step out of your job description and perform the tasks of other job roles with absolutely zero financial reward. Sometimes you might get something from a prize cupboard. But you're only likely to get something if your a team leaders pet project, friend or sleeping with them. Most disturbingly; recently its become apparent that despite being I believe the lowest paid position in the charity you are still expected to take full responsibility for any and all mistakes; with serious concequencese, especially those involving FCA regulations. Sometimes it feels as though we are being set up to be scapegoats or fall guys as we appear to be the least likely to make a fuss. You might ask why I personally haven't raised these feelings officially and privately through work. But unfortunately the charity has a poor track record of taking feedback well and instead punishing anybody who states they are being mistreated.

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StepChange Debt Charity Response
6y
Hi, Thank you for you review. We’re sorry to hear that your time with us hasn’t always been enjoyable. You’ve highlighted some concerning points that aren’t in line with charity’s values, and as you’re a current colleague, I'd like to know more about your experiences so I can understand more about your causes for concern. We're looking into recent unsatisfactory feedback made via this forum and would encourage you to speak in confidence with one of the team investigating this. You can also email me at glassdoor@stepchange.org or contact me directly. Regards, Laura Carver Head of Debt Advice Service

Explore other reviews about StepChange Debt Charity

5.0
19 June 2026
Recommend
CEO approval
Business outlook

Pros

It's more than a job working here, the satisfaction and pride from making significant impacts to clients makes it so rewarding. Team leaders within the Review Team are down to earth, approachable, empathetic and supportive. I couldn't wish for a better Team Leader to guide me. The whole team works together, everyone is friendly, supportive and there is freedom to speak your mind to make impactful change. The focus is client experience and quality, rather than call handling time and it is very different to other phone based roles within companies. Only 2 days required in the office, the rest of the time you can work from home which is a huge benefit for work/life balance and travel costs.

Cons

Honestly, I don't have any other than I wish the pay was based on performance rather than length of service as there would be more of an incentive to excel.

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StepChange Debt Charity Response
19h
Thank you for your review and we're pleased to hear of your positive experience working at StepChange. In regards to pay and reward, as part of our five-year strategy it is in scope to review this package alongside how we manage and reward performance, and we will take this feedback into consideration.
3.0
5 June 2026
Recommend
CEO approval
Business outlook

Pros

Work from home, last min holidays

Cons

Lack of flexibility. Long calls, poor sallary

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StepChange Debt Charity Response
19h
Thank you for your review. We are sorry to hear that you feel the role lacks flexibility, calls are long, and the pay is not as you would expect. We do have a flexible working policy in place which we have established to offer colleagues a healthy work/life balance whilst ensuring we are available to help our clients when we need them. Unfortunately due to the nature of the role, calls can be long to ensure we are thorough with the support we provide to clients, but our ongoing transformation continues to explore ways we can be more efficient, such as investing in our online service so clients can self-serve. We are also completing a review of our pay and reward package and are seeking colleague feedback as part of this, so we will take your comments on board.
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