The Role
Hours: 37 hours per week, Monday to Friday
Location: Office-based in Norwich
Salary £24,335 per annum
Annual Leave: 20 days + bank holidays and five office closure days (Three at Christmas and two in the summer)
Closing Date: Thursday, 23rd October 2025.
Make a difference, one client at a time.
We're looking for a compassionate and confident Telephone Adviser to join our team at Norfolk Citizens Advice. You'll be at the frontline of our service, providing essential support over the phone to people facing everyday issues, including financial hardship, housing or employment problems, cost of living and benefits.
Key responsibilities:
* Deliver one-to-one advice by phone on any advice area
* Provide callbacks and respond to incoming calls on our busy Adviceline
* Offer clear, easy-to-understand advice to people facing complex challenges
* Record case notes accurately using our digital system
* Support with Casework and office-based tasks, as required
What we're looking for:
We will provide full training; however, we will favour applicants who demonstrate the following experience:
* Strong communication skills
* Confidence using IT and phone systems
* A calm, problem-solving approach
* Ability to work independently and as part of a team
* Experience in advice, call handling or support work (desirable)
Satisfactory clearance of a Disclosure and Barring Service check (DBS) is required.
Terms and conditions
➢ Hours per week: 37 Monday to Friday
➢ Place of work: Office based in Norwich
What we give our staff
➢ Ongoing support and professional development
➢ Employee Assistance Programme
➢ 20 days paid annual leave & five set office closure days 2 in the summer and 3 at Christmas, plus statutory holidays
➢ Company pension scheme 4.5%
➢ Flexible working where possible
We are a strong supporter of equality, diversity and inclusive practices.
Job Type: Full-time
Pay: £24,335.00 per year
Benefits:
* Casual dress
* Company pension
* Employee discount
* Flexitime
* Work from home
Work Location: In person