Debt Advice Specialist — Telephone & Webchat

Citizens Advice Plymouth; Devon and Torbay; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

Citizens Advice Plymouth is recruiting Telephone Debt Advisers to support clients with debt and energy advice across Utilities projects and MaPS National Debt Hub. The role emphasizes empathetic listening, tailored advice, and strong telephone communication.

Training is provided, with a transition to hybrid working after probation and a requirement to attend the Plymouth office for training. Initial full-time training occurs at Cobourg House, with post-probation hybrid work and a minimum

Qualifications

• Excellent telephone skills with the ability to control calls while listening empathetically.
• The role requires emotional intelligence to handle sensitive topics.
• Willingness to receive feedback and act on it to improve practice.
• Ability to adapt to changing priorities calmly and efficiently.
• Strong written communication across email, webchat and letters.

Skills

Telephone skills

Emotional intelligence

Active listening

Feedback openness

Adaptability

Written communication

Professional boundaries

Microsoft 365

Impartiality

Data handling/confidentiality

Tools

Microsoft 365 Suite

Job description

Citizens Advice Plymouth is recruiting Telephone Debt Advisers to support clients with debt and energy advice across Utilities projects and MaPS National Debt Hub. The role emphasizes empathetic listening, tailored advice, and strong telephone communication.

Training is provided, with a transition to hybrid working after probation and a requirement to attend the Plymouth office for training. Initial full-time training occurs at Cobourg House, with post-probation hybrid work and a minimum