Salary scale – £25,493.00 – £26,240.00 – £28,181.98 per annum Full time - 37 hours per week Permanent contract Hybrid working after successful completion of probation period (usually 6 months) ABOUT THE ROLE 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 bigger Citizens Advice local offices with around 200 staff, 40 volunteers and over 20 different projects. Our telephone debt advisers work across our Utilities projects, supporting clients with debt and energy advice, or on our Money and Pension Service (MaPS) National Debt Hub project. All roles require telephone communication with clients, but some also require webchat work. On some projects you will advise clients through pre-booked telephone appointments and for others you will advise clients through a national in-bound telephone and webchat service. There’s no ‘average’ appointment or call – advice is tailored, and each client is treated equitably. Each project has its own targets to meet around number of clients supported, to make sure we are helping as many people as possible. You will have individual targets and will enjoy working in this way. Debt advice is regulated by the Financial Conduct Authority (FCA), so there are legal and regulatory rules that you will need to follow. As part of this, you’ll receive a lot of feedback on the quality of your work through our quality assurance (QAA) process to make sure our clients are getting the best possible advice. You will be passionate about social justice and equity for all people, supporting the work of our Research and Campaigns team by completing evidence forms to raise issues faced by our clients. It can be a challenging role, but you will be fully trained and supported, working as a part of a friendly, 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 (9-5 Monday-Thursday and 9-4:30 on Fridays) on a permanent basis but our National Debt Hub project includes out-of-hours provision for clients and operates shifts covering the hours of 9am - 8pm Monday to Friday. This is likely to be once, sometimes twice a week and will be discussed at interview if this applies to you. The start date for the role is Tuesday 14th April 2026 Full training will be provided. During your initial classroom and on-the-job training, you will be based full-time at our city centre office at Cobourg House. You will continue to work from the office until you have successfully completed your probation period (usually 6 months). Once probation is passed, the role will move to a hybrid working pattern, with a minimum of 8 days per month in the office at Cobourg House, 32 Mayflower Street, Plymouth, although you are welcome to work from the office more often. You must be able to attend the office as requested, including at short notice if required. Please note that no annual leave will be approved for the first 5 weeks of your employment, as you must be able to attend all the training to progress in the role. Closing date – Friday 27.02.2026 at 09:00am Interview dates - Monday 09.03.2026, Tuesday 10.03.2026 & Wednesday 11.03.2026 (am) For further information about the role please see our website advert: https://citizensadviceplymouth.org.uk/2026/02/04/telephone-debt-adviser-3/