Inbound Contact Centre Adviser/Initial Adviser

Citizens Advice; Manchester; On-site; CAD 38,000 - 43,000; Full time

Job summary

Citizens Advice Manchester is hiring for an entry‑level contact centre role. If you’re friendly, reliable and keen to learn, we provide full training and support to help you build a meaningful career in a welcoming, professional team.

Based in the heart of Manchester, you’ll handle initial client contacts, offer clear information and direct people to the right support. No late nights, Monday–Friday shifts and a supportive environment to progress.

Qualifications

• Entry-level role with full training provided.
• Experience in customer service is a plus.
• Ability to work in a target-driven environment.

Responsibilities

• Carry out initial assessments of clients’ needs.
• Provide clear, basic advice and self-help information.
• Arrange further support where needed.
• Help clients understand their rights and the actions they can take.

Skills

Customer service

Communication skills

Listening skills

Adaptability

Job description

Ready for a fresh start and a rewarding new role?

If you’re friendly, reliable and keen to learn, we’ll give you all the training and support you need to build a meaningful career. We’re offering fantastic entry-level opportunities to join our welcoming, professional Contact Centre team at Citizens Advice Manchester. Our modern, comfortable office is right in the heart of the City Centre (just 5 minutes from Piccadilly), and you’ll enjoy a Monday-Friday working week with no late nights or unsociable shifts.

Make a Real Difference Every Day

Do you enjoy helping people? Are you compassionate and great at listening? This could be the perfect role for you. As part of a respected charity, you’ll be helping clients who need support with issues such as benefits, consumer law, debt, employment, energy and housing. You’ll be the first point of contact for those who need advice, reassurance and practical solutions - often at moments when they need it most.

What You’ll Do

Working on our Tier One Advice Service, you will:

• Carry out initial assessments of clients’ needs
• Provide clear, basic advice and self-help information
• Arrange further support where needed
• Help clients understand their rights and the actions they can take

You’ll receive full training before you start, ongoing guidance from experienced colleagues, and plenty of opportunities to develop and progress within our organisation.

What We’re Looking For

You’ll thrive here if you’re comfortable working in a target-driven environment and motivated by helping people. You may be just who we need if you have:

• Great customer service experience (contact centre or similar)
• A professional, confident manner and excellent communication skills
• The ability to support people sensitively over the phone
• A strong commitment to equality and fairness

What We Offer

Join us and you’ll be part of a supportive, purpose-driven team in a charity dedicated to social justice. In return for going the extra mile for our clients, we provide an attractive benefits package - full information available in our Job Pack.