Telephone Adviser

Citizens Advice Ltd; Chesterfield; Hybride; GBP 27 000 - 30 000; Plein temps

Résumé du poste

Citizens Advice Ltd seeks a Telephone Adviser (Trainee positions available) to join our Derbyshire service. 37 hours per week, permanent contract, with salary £27,263 to £29,806 per annum pro rata, depending on experience.

Location options include Chesterfield, Buxton or Ilkeston, with hybrid/remote roles considered. You’ll be joining a team delivering crisis and resilience support, offering holistic advice on benefits, debt, housing, energy and budgeting, plus referrals to local services.

Qualifications

• Excellent written and verbal communication are essential.
• Ability to stay calm, non-judgmental and solution-focused in sensitive situations.
• Strong IT and digital skills; quick to learn new systems.
• Commitment to meeting performance targets and KPIs.
• Willingness to pursue ongoing professional development.

Responsabilités

• Serve as first point of contact for customers seeking financial and practical support.
• Provide holistic advice on benefits, debt, housing, energy, budgeting and referrals.
• Identify the best next steps and access to emergency assistance.

Connaissances

Excellent communication

Calm under pressure

IT & digital skills

Performance focus

Professional development

Description du poste

Telephone Adviser (Trainee positions available)

Hours: 37 hours per week

Contract: Permanent

Salary: £27,263 to £29,806 per annum, pro rata (depending on experience)

Location: Chesterfield, Buxton or Ilkeston (hybrid/remote roles will be considered)

About the role:

We have an exciting opportunity for an enthusiastic Telephone Adviser to join our new Crisis and Resilience telephone service, providing responsive support to people across Derbyshire.

Our telephone advisers will be a first point of contact for people experiencing financial crisis or challenging circumstances. Their role is to understand a client’s needs, provide holistic advice and practical support, and identify the best next steps to help them resolve immediate concerns and build financial resilience. This may include advice on benefits, income, debt, housing, energy and budgeting, alongside referrals to foodbanks and other local services, and practical support to access emergency assistance and other sources of help.

We welcome applications from experienced advisers, as well as those looking to train in this vital area of work. A full training and development plan will be provided to successful candidates.

Who we are looking for:

The ideal candidates will have:

• Excellent communication skills. both written and verbal (essential)
• The ability to remain calm, non-judgmental, empathetic and solution-focused when dealing with challenging or sensitive situations (essential)
• Strong IT and digital skills, with the ability to learn new systems quickly (essential)
• A commitment to working to performance targets and KPIs (essential)
• A commitment to their own professional development and learning (essential)
• A solid understanding of the current welfare benefits system (preferred)

We’re Disability Confident

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