Consumer Service Telephone Adviser (Gainsborough)
Apply before 11.59pm on 21 November 2025.
Citizens Advice Lincoln & Lindsey requires Telephone Advisers for our Consumer Service Call Centre
Located at Guildhall, Marshalls Yard Gainsborough, Lincolnshire DN21 2NA
Contract, hours and working week: Preferably full-time but part-time will be considered.
37.5 hours per week, 9.00am and 5.00pm.
Salary: £24,956 to 25,867 (After successful completion of probation period)
Closing Date: 21st November 2025 (May close earlier depending on volume of applications)
Start date: 5th January 2026
Based in our Gainsborough call centre, your role will focus on:
Assessing a caller's advice needs by phone.
Identifying the most appropriate support to resolve their problem.
Directing them to the correct resources for consumer rights and law.
To conduct short, focused interviews by telephone to explore the customer’s situation and issues that need resolving
To make a judgement about what the next steps should be. Based on understanding the problem, the customer’s capability and effective use of resources and other agencies that provide advice
Where appropriate, provide quality assured, assisted self-help information / early intervention information
Where appropriate, refer or signpost customers to one of the external partners in line with documented procedures.
Ability to undertake relevant and comprehensive training to become competent in the role.
We’re Disability Confident
Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.
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