Inbound Contact Centre Adviser/Initial Assessor

Citizens Advice Ltd; Manchester; Hybrid; GBP 18,000 - 24,000; Full time

Job summary

Citizens Advice Manchester is offering entry-level opportunities within our friendly Contact Centre team. The modern office is in the City Centre (5 minutes from Piccadilly), with a Monday–Friday working week and no late nights or unsociable shifts.

Join our Tier One Advice Service to provide initial assessments, clear basic advice and information, and arrange further support after full training. You’ll help clients on issues such as benefits, consumer law, debt, employment, energy and housing,

Qualifications

• Great customer service experience (contact centre or similar).
• Excellent communication skills, professional manner and clear spoken English.
• Ability to support people sensitively over the phone.

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

Active listening

Phone support

Job description

Interviews will take place on 6 November 2026.

About the role

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

We recommend applying early - our vacancies attract high interest and may close sooner than advertised.

Successful candidates will be invited to an Assessment Day where you’ll be able to get a feel for the role and our organisation. We’re holding this on Friday 6 November 2026.

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 excellent terms and conditions, view our Job Pack (available via our website) for full information.

We’re Disability Confident

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