Role starting 5th November 2024

Permanent contract – hybrid working
Full time – 37 hours p.w.
Salary scale – £24,300- £25,600- £27,494.61 per annum
25 days annual leave + bank holidays + 2.5 days at Christmas + long term service leave accrual

THE ROLE:

Our successful Utilities Department has an exciting opportunity for five telephone advisers to join our growing team in November.

We support a wide range of 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 in a fast-paced target-driven environment, which provides debt advice service to clients?

As an adviser, you’ll be giving advice to clients with debt & energy issues to help them make informed decisions and find solutions.  The role is fully telephone based. 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.

Responsibilities will include:

• Guiding and empowering clients by explaining options and implications.
• Advising clients on sustainable budgeting, income maximisation and money management over the phone.
• Assessing household income and supporting with charitable grant applications.
• Maintaining accurate case records.
• Advising clients through a minimum of 9 advice appointments per week over the phone.

Full training will be provided. Please note you will need to attend all your 6 week classroom training – there will be no annual leave agreed during this time. During your classroom and on-the-job training you must be able to work full-time from our city centre office.

WHAT WE ARE LOOKING FOR IN YOU:

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

Good communication skills, both written and spoken, are essential. You’ll be resilient and able to manage phone conversations well.

You will have good prioritisation and time management skills with a proven ability of meeting targets and deadlines.

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

Provide a client focused approach to supporting people from a wide variety of backgrounds who may have challenging and emotional situations.

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.

WORK BASE:

Citizens Advice Plymouth, Cobourg House, Mayflower Street, Plymouth. This role will have a hybrid contract – a mix of office and home working – with a minimum of 8 days a month in our city centre office (following sign off from your training period, usually 12-16 weeks).

HOURS:

The role is 37 hours per week (9-5 Monday to Thursday, and 9-4.30 on Friday). We are happy to discuss flexible working arrangements.

JOB PACK & APPLICATION FORM:

Click here to download our job pack/application form

TO APPLY:

1. Completed applications should be returned to recruitment@citizensadviceplymouth.org.uk as soon as possible.

2. We’ll be shortlisting as applications are received.

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

4. The start date for this role is 05.11.2024. If you are looking for a later start date, we are also recruiting for advisers to start in January 2025 – see details on our other advert.

Please note:
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.

ABOUT CITIZENS ADVICE PLYMOUTH:

Citizens Advice Plymouth is a resilient, creative and independent charity. It is part of the Citizens Advice national network of over 250 organisations that delivers advice and information across England and Wales.

We value diversity, promote equality and challenge discrimination.  We encourage and welcome applications from suitably skilled candidates from all backgrounds. 

Benefits (subject to eligibility) include:

• 25 days annual leave + bank holidays + an additional 2.5 days between Christmas & New Year (pro rata)
• Long term service leave – up to 5 additional days (pro rata)
• Employee assistance programme.
• Healthcare plan which includes money back on prescription charges etc.
• Group stakeholder pension scheme
• Cycle to work scheme
• Flexible working, career breaks, enhanced contractual sick pay, support for parents & carers.
• Learning & development – training and development with access to a wide range of online courses to develop your skills.
• Death in Service cover (2 x annual salary)