Contact Centre Adviser

THE NATIONAL ASSOCIATION OF CITIZENS ADVICE BUREAUX; Gateshead; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

The National Association of Citizens Advice Bureaux in Gateshead is seeking a Contact Centre Adviser - Consumer to join our hybrid team. You will handle inquiries by phone, email and web chat, helping the public understand their consumer rights when buying goods and services.

We value clear communication and the ability to resolve issues. The role is permanent with flexible hours, 25–37 per week, and includes training to develop knowledge for complex advisory work.

Qualifications

• Experience advising on complex consumer issues.
• Ability to handle inquiries via phone, email, and web chat.
• Willingness to undergo training.

Responsibilities

• Handle inquiries via phone, email, and web chat.
• Advise on consumer rights and responsibilities in purchases.
• Provide Trading Standards with essential intelligence to protect consumers.

Skills

Communication skills

Customer service

Complex issue advising

Job description

Contact Centre Adviser

Apply before 9am on 23 October 2026.

Job summary

• Salary: £25,880
• Location: gateshead
• Workplace: Hybrid working
• Contract: Permanent
• Working pattern: Flexible
• Hours per week: 25-37

About the role

Are you an excellent communicator with a passion for helping others? We have the perfect opportunity !

About the role

As a Contact Centre Adviser - Consumer you will join one of our high-performing national telephone-based contracts. You will play a key role in our mission to support the general public to exercise their consumer rights.

What you'll be doing

You will handle inquiries through phone, email, and web chat, advising the general public about their rights and responsibilities associated with the purchase of goods and services, and provide Trading Standards Authorities with the essential intelligence they need to protect people from rogue traders. We are seeking someone with experience in advising on complex issues. We will provide you with training so you are able to gain the knowledge you will require to excel in this role.

Your commitment to our charity's values will be vital in providing the best possible support to our clients.

Suitable candidates will be invited to a meet the team day experiencing first hand what we do! If you have the skills to provide exceptional advice and support through various channels we would love to find out what you would bring to the role.

We’re Disability Confident

Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.