Inbound Contact Centre Adviser/Initial Adviser

How we use cookies to help you It looks like you have JavaScript turned off. You need it to accept or reject cookies on our site. As it’s turned off, we’ll only use the essential cookies our website needs to work. This means some things, like videos, might not work for you. You can find out more about the cookies we use. How we use cookies to help you We use essential cookies to make our site work. We'd Also Like To Use Some Additional Cookies To see what help people need most, so we can make our site better help us campaign for changes that make things fairer for everyone let you watch videos on the site Find out more about how we use cookies and keep your data safe. Tell us if you want to accept or reject additional cookies. If you don’t make a choice, some additional cookies will be turned on by default. Choose cookies You’ve accepted additional cookies. You can change your cookie settings at any time You’ve rejected additional cookies. You can change your cookie settings at any time Ready for a fresh start and a rewarding new role? If you’re friendly, reliable and keen to learn, we’ll give you all the training and support you need to build a meaningful career. We’re offering fantastic entry-level opportunities to join our welcoming, professional Contact Centre team at Citizens Advice Manchester. Our modern, comfortable office is right in the heart of the City Centre (just 5 minutes from Piccadilly), and you’ll enjoy a Monday–Friday working week with no late nights or unsociable shifts. Make a Real Difference Every Day Do you enjoy helping people? Are you compassionate and great at listening? This could be the perfect role for you. As part of a respected charity, you’ll be helping clients who need support with issues such as benefits, consumer law, debt, employment, energy and housing. You’ll be the first point of contact for those who need advice, reassurance and practical solutions - often at moments when they need it most. What You’ll Do Working on our Tier One Advice Service, you will: Carry out initial assessments of clients’ needs Provide clear, basic advice and self-help information Arrange further support where needed Help clients understand their rights and the actions they can take You’ll receive full training before you start, ongoing guidance from experienced colleagues, and plenty of opportunities to develop and progress within our organisation. What We’re Looking For You’ll thrive here if you’re comfortable working in a target-driven environment and motivated by helping people. You may be just who we need if you have: Great customer service experience (contact centre or similar) A professional, confident manner and excellent communication skills The ability to support people sensitively over the phone A strong commitment to equality and fairness What We Offer Join us and you’ll be part of a supportive, purpose-driven team in a charity dedicated to social justice. In return for going the extra mile for our clients, we provide an attractive benefits package - full information available in our Job Pack. We recommend applying early - our vacancies attract high interest and may close sooner than advertised. Successful candidates will be invited to an Assessment Day where you’ll be able to get a feel for the role and our organisation. We’re holding this on Thursday 17 September 2026.

Perform initial assessments of client needs and provide basic advice and self-help information. Act as the first point of contact for individuals seeking support with benefits, debt, housing, and other legal issues.

Candidates should have customer service experience, preferably in a contact centre, and possess strong communication skills. A professional manner and a commitment to equality and fairness are essential.

• Attractive Benefits Package

• Service à la clientèleSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Service
• Communication Skills
• Active Listening
• Initial Assessment
• Case Management
• Compassion
• Conflict Resolution
• Phone Support

• Customer Service & Support
• Social Services
• Legal
• Government & Public Sector

Expérience minimale

0+ ans

Postuler avant le

24 sept. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Entry level