Overview
Working at Citizens Advice Plymouth gives you a chance every day to change someone’s future and make a positive impact. Often our advisers are the first people that someone has opened up to about their debt situation and your ability to listen empathetically, analyse issues, and provide tailored advice will be key to empowering clients to overcome their challenges.
Citizens Advice Plymouth is one of the larger Citizens Advice local offices with around 200 staff, 40 volunteers and over 20 different projects.
Responsibilities
* Advise clients through pre‑booked telephone appointments and national in‑bound telephone and webchat services on utilities, debt and Money and Pension Service (MaPS) projects.
* Provide telephone and webchat support in accordance with FCA regulatory rules.
* Meet individual targets for the number of clients supported to help service as many people as possible.
* Participate in the quality assurance (QAA) process to receive feedback on the quality of your work.
* Complete evidence forms to support the Research and Campaigns team’s work on social justice and equity issues.
* Deliver tailored advice to clients across England, Wales and Scotland.
Working Pattern
Full‑time in the office during the initial 6‑month probation period, followed by a hybrid model with a minimum of 8 days per month in the office at Cobourg House, Mayflower Street, Plymouth.
Training
Full training will be provided. Full‑time classroom and on‑the‑job training during the initial period; no annual leave approved for the first five weeks to allow training completion. After probation, the role will move to a hybrid working pattern.
Requirements & Qualifications
Passionate about social justice and equity for all people, with strong communication skills and the ability to follow legal and regulatory requirements. Experience in telephone or webchat advice (or similar channel) is desirable but not mandatory.
To support the job, please see our website advert for further details.
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