Telephone and Digital Adviser

Citizens Advice Northumberland; Ashington; On-site; GBP 25,000 - 28,000; Full time

Benefits offered by this job

Team environment

Structured development

Full training

36 days leave

Employee Assistance Programme

Credit union savings

Company pension

Job summary

Citizens Advice Northumberland is seeking a Telephone and Digital Adviser in Ashington. You will be the first point of contact, offering information and advice by phone and digital channels, and guiding clients to the right support while upholding quality standards.

The role includes full training leading to Advice Quality Standards qualifications, with 36 days of annual leave for full-time employees and a supportive team environment. Closing date 06 October 2026.

Qualifications

• Experience in customer service or advisory roles is desirable.
• Strong communication skills and empathy when helping clients.

Responsibilities

• Provide information and advice to clients over the telephone and via digital channels, ensuring high quality standards.
• Assess client needs, identify issues and connect them with appropriate services or specialists.
• Contribute to quality monitoring requirements and maintain accurate records.

Job description

Telephone and Digital Adviser

“Just knowing you’ve helped to ease someone’s mind can be so fulfilling” is how our Telephone and Digital Adviser’s feel about their role.

They are a first point of contact for someone reaching out to us for help. You will be assessing what they may need, identifying what the issues are, helping them directly or drawing on specialist help from within our service. You will provide information and advice to clients over the telephone and via digital channels ensuring all quality monitoring requirements are met. At Citizens Advice Northumberland we offer free and confidential advice giving people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.

As a result of additional funding, we are looking for someone who has a passion working with people, helping them through challenging situations with a willingness to train and learn on the job. Full training is provided that will lead to qualifications in Advice Quality Standards.

Employees Benefit From

• Being part of a committed team who work together to bring about positive changes for individuals, local communities and society as a whole
• Structured Personal Development process with clear opportunities to develop yourself professionally and your career within the organisation
• Full training appropriate to the role
• 36 days annual leave (including bank holidays) for full time employees
• Access to our Employee Assistance Programme
• NEFirst Credit Union payroll savings scheme
• Enrolment in the Company Pension Scheme

Citizens Advice Northumberland is a Disability Confident employer and member of the Shine North East accreditation.

Vacancy Details

Job Title: Telephone and Digital Adviser

Salary: £25,090 – £27,550 pro rata depending on previous experience

Hours: Up to 37 hours a week.

Location: Ashington

Closing date: 9.00am Tuesday 06 October 2026

Interview date: Tuesday 13 October 2026

To Find Out More About The Role Contact E: [e-mail]

T: 01670 618008