Inbound Contact Centre Adviser

Action Together; Manchester; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Salary of £26,228

25 days holiday + bank holidays

Pension

Life Assurance

Cycle to Work Scheme

Employee Assistance Programme

Health Plan

City Centre location

Job summary

Citizens Advice Manchester is offering an entry-level contact centre role in a welcoming charity environment. You will be the first point of contact, providing reassurance and practical solutions to clients needing benefits, consumer law, debt, housing and more.

You’ll receive full training, ongoing guidance, and opportunities to grow within the organisation, in a City Centre office with a Monday–Friday schedule and no late shifts.

Qualifications

• Great customer service experience (contact centre or similar).
• Professional, confident manner and excellent communication skills.
• Ability to support people sensitively over the phone.
• Commitment to equality and fairness.

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 experience

Listening skills

Professional manner

Effective communication

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

Key information

• Locations: Greater Manchester, Manchester
• Role Type: Permanent
• Working Hours: Full-Time

More about this role

• Closing Date: Friday 23rd October 2026 at 12:00pm
• Closing Time: 10:00
• Anticipated Interview Date: Friday, November 6, 2026 - 12:00
• Employee Benefits: 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, including:A Salary of £26,228Full-time working week of 37.5 hours (Monday to Friday and no shifts!)Modern and comfortable City Centre location with free tea and coffee!Pension, Life Assurance and Cycle to Work SchemeEmployee Assistance Programme and Health PlanGenerous holiday entitlement of 25 days per year (in addition to bank holidays) rising to a maximum of 30 days with long service
• Working Pattern Details: 37.5 hours per week - Monday to Friday (no shifts)
  8.50am - 5.20pm with 2 x 15 minute breaks (AM/PM) and 1 x 30 minute lunch break
• Would You Consider A Job Share For The Role?: Yes