Telephone Debt Adviser

Citizens Advice Plymouth; Plymouth; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

A local advice charity in Plymouth seeks telephone advisers to provide tailored debt and money advice. The role includes both remote and office work after training, offering a salary of £25,493 to £28,181. Candidates should have good communication skills and empathy. Previous advice experience is a plus, but full training is provided. Benefits include 25 days' leave and a healthcare plan.

Benefits

25 days annual leave + bank holidays

Healthcare plan

Flexible working

Learning & development access

Qualifications

• Ability to manage phone conversations effectively.
• Strong written communication for accurate case notes.
• Previous advice work is desirable but not essential.

Responsibilities

• Advise clients through telephone appointments and webchat.
• Tailor advice to meet diverse client needs.
• Work in a target-driven environment.

Skills

Good communication skills

Empathy and compassion

Time management

Resilience

Tools

Office 365

Job description

Role starting Tuesday 23rd September 2025

Permanent contract – hybrid working

Full time – 37 hours per week

Salary scale – £25,493.00 – £26,240.00 – £28,181.98 per annum

Hours – 37 hours a week (9am to 5pm Monday to Thursday and 9am to 4:30pm on Fridays). Some roles will include out-of-hours provision for clients and operate shifts covering the hours of9am – 8pm Monday to Friday, and Saturday 9.30am to 1pm

THE ROLE:

We support a wide range of people to find a solution for their debt circumstances. Would you like to help people with debt, energy, and money worries? Why not consider joining our friendly advice team in a fast-paced target-driven environment, which provides debt advice service to clients? We are seeking to recruit additional telephone advisers to join our growing team. Some of our debt adviser roles are fully telephone-based whilst others require telephone & webchat work – all roles provide a mix of office and remote working.

For some roles you will advise clients through pre-booked telephone appointments, whereas for other roles (project dependent) you will advise clients via a National in-bound telephone and webchat service, helping them find solutions to their issues.

There’s no ‘average’ appointment or call – advice is tailored, and each client is treated equally. It can sometimes be a challenging role, but you will be fully trained and supported, working as a part of an approachable and supportive team in a rewarding environment to provide the best possible service to people across England, Wales, and Scotland. The employer for this post is Citizens Advice Plymouth. The role is 37 hours a week on a permanent basis. For some roles the service will include out-of-hours provision for clients and operate shifts covering the hours between9am – 8pm Monday to Friday, and Saturday 9.30am to 1pm.Please indicate which option you can work when applying

WHAT WE ARE LOOKING FOR IN YOU:

You will thrive on working with a diverse range of people and be open-minded, approachable and non-judgmental. You will take an empathetic and compassionate approach to clients to find solutions to the problems they are facing.

Advisers need to be resilient and able to manage phone conversations well. Good communication skills, both written and verbal, are essential.

You’ll be able to write up case notes accurately and efficiently using a range of Office 365 programs and keep databases up to date accurately.

You will have good prioritisation and time management skills to be able to work efficiently as part of a team to reach as many clients as possible as quickly as possible.

The ideal candidate will have some debt and energy advice knowledge, some knowledge of the current benefits systems and up to date knowledge. Previous advice work is desirable, but not essential as full training will be provided.

The employer for this post is Citizens Advice Plymouth.

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We particularly welcome applications from candidates who are disabled, or people from Black, Asian and other racially minoritised backgrounds, as these people are currently underrepresented at Citizens Advice Plymouth. We also actively welcome applications from LGBTQ+candidates.

WORK BASE:

Citizens Advice Plymouth, Cobourg House, Mayflower Street, Plymouth. This role will have a hybrid contract – a mixture of office (Cobourg House, Plymouth), once you have achieved initial training (this usually takes approximately 12-16 weeks).

2. We’ll be shortlisting as applications are received.

3.Please let us know if you need us to adapt our application process so there are no barriers for you to apply.

4. The start date for this role is 23.09.25

Please note:
We reserve the right to close recruitment early or withdraw an advertised post at any time.
We are not accepting CV applications for this role.

ABOUT CITIZENS ADVICE PLYMOUTH:

Citizens Advice Plymouth is a resilient, creative and independent charity. It is part of the Citizens Advice national network of over 250 organisations that delivers advice and information across England and Wales.

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds.

Benefits (subject to eligibility) include:

• 25 days annual leave + bank holidays + an additional 2.5 days between Christmas & New Year (pro rata)
• Long term service leave – up to 5 additional days (pro rata)
• Employee assistance programme.
• Healthcare plan which includes money back on prescription charges etc.
• Cycle to work scheme
• Flexible working, career breaks, enhanced contractual sick pay, support for parents & carers.
• Learning & development – training and development with access to a wide range of online courses to develop your skills.
• Death in Service cover (2 x annual salary)