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National Debtline

Advice you can trust

Shule - webchat

Shule is one of our webchat advisers

She has worked for National Debtline for over 8 years. Alongside her role as a debt adviser she is an approved intermediary for debt relief orders. She also organises social gatherings and fundraising events for National Debtline staff.

Did you have any debt advice experience before working here?

None whatsoever! I handled customer complaints in my previous job, so was used to working with the public. At first I was unsure what the job would involve. I did a lot of research about debt advice and National Debtline. I like to help people so knew that this would be the job for me.  
 

What was your training like?  

There was a lot of information to take in, but we were eased in gently. As trainee advisers you get a great deal of support from the trainers and experienced advisers. They all really help to prepare you for advising on the phone. There is not an adviser here who doesn't remember the first client that they spoke to. Nothing compares to the feeling you get after helping someone for the first time.
 
 

Describe National Debtline in 3 words

 "Caring, helpful, knowledgeable" 

 
 

What does a successful day look like for you?

A successful day ends with me knowing that I have helped as many people as possible. As part of my role I am an approved intermediary for debt relief orders. I guide people through the application process and prepare them for a referral to the Insolvency Service. I also give advice over the phones, by email and over webchat. I am also a “veteran” member of the social committee. There is a small team of us that organise fundraising and social events for National Debtline and Business Debtline Staff. 
 

What do you like most about working here?

As an organisation we are very close. I have made a lot of friends, some of whom I see outside of work. The job itself is very rewarding. No two days are the same  and I often come away knowing that I have changed someone’s life. 
 

What’s the hardest part of your job?

It can be difficult speaking to people who have fewer options. As an adviser I play an important part in helping them to make difficult decisions, such as selling their home or declaring bankruptcy. These clients often call with little direction, but by the end of our conversation they know what their options are. We all do our best to ensure that the client has the best information to help them make an informed decision.     
 

Tell us about life outside of National Debtline

I love my dog Obble! My husband and I take him everywhere. We love going on walking holidays. I also love cooking. I’m inspired by creating healthy yet tasty meals.