Starting Salary £24,300 per annum

Scale: £24,300- £25,600- £27,494.61 per annum
Hours: 37 hours per week
Contract: Permanent
Holiday: 25 days annual leave + 2.5 days at Christmas + bank holidays + long term service leave accrual

About the role:

We are recruiting for Telephone Debt & Energy Advisers to join our team at Citizens Advice Plymouth.

We support vulnerable people to find a solution for their debt circumstances. Would you like to help people with debt, energy, and money worries? Why not consider joining our friendly advice team, working in a fast paced target driven environment, which provides debt advice service to clients?

This role is fully telephone based, with a mix of office and remote working. You will be advising clients with their debt & energy issues through a minimum of 9 advice appointments per week over the phone, helping them find solutions to their issues.  There’s no ‘average’ call – advice is tailored, and each client is treated equally. It can sometimes be a challenging role, but you will be fully trained and supported, working as a part of an approachable and supportive team in a rewarding environment to provide the best possible service to people across England, Wales, and Scotland.

The role is 37 hours a week (9-5 Monday-Thursday and 9-4:30 on Fridays) on a permanent basis. We are happy to discuss part-time and flexible working arrangements with prospective applicants.

The start date for this role is Tuesday 10th September 2024.

Candidates must be able to attend our every day of our full-time training course at our office at Cobourg House, Plymouth for the first 6 weeks of employment. 

About you:

You will thrive on working with a diverse range of people and be open-minded, approachable, and non judgemental. You will take an emphathetic and compassionate approach to clients to find the solutions to the problems they are facing.

You will be resilient and able to manage phone conversations well. Good communication skills, both written and verbal, are essential.

You’ll be able to write up case notes accurately and efficiently using a range of Office 365 programs and keep databases up to date accurately.

You will have good prioritisation and time management skills to be able to work efficiently as part of a team to reach as many clients as possible as quickly as possible.

The ideal candidate will have some debt and energy advice knowledge, & some knowledge of the current benefits systems. Previous advice work is desirable, but not essential, as full training will be provided.

The employer for this post is Citizens Advice Plymouth.

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We particularly welcome applications from candidates who are disabled, or people from Black, Asian and other racially minoritised backgrounds, as these people are currently underrepresented at Citizens Advice Plymouth. We also actively welcome applications from LGBTQ+ candidates.


You will need to be able to attend all of your initial 6 week classroom training. During your classroom and on-the-job training you must also be able to work full-time (37 hours a week) from our city centre office. Once you have been signed off to provide independent advice (this usually takes 12-16 weeks), this role will have a hybrid work pattern.

Work Base:

Hybrid Model – A mix of home working and office working at Cobourg House, Mayflower Street, Plymouth (following sign-off of independent advice).

To apply for this vacancy:

1. For further information please download our application pack here

2. Completed applications should be returned to by 9am on Thursday 25th July 2024.

3. Please let us know if you need us to adapt our application process so there are no barriers for you to apply.

Closing Date:

Thursday 25th July 2024 at 9am

Please note:
We will review applications as they are received.
We reserve the right to close recruitment early or withdraw an advertised post at any time.
We are not accepting CV applications for this role.