Consumer Service - Telephone Advisor
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Position Overview & Specifications
We are looking for passionate, proactive individuals with a keen eye for detail and a drive to provide help for the general public via the call centre.
We are looking for people who follow our organisation's principles "to provide the advice people need for the problems they face’ and to ‘improve the policies that affect people's lives".
Who are we?
The Citizens Advice is one of the leading advocates for change within the UK. We provide assistance to the general public on a number of issues that range from debt, immigration, benefits, and also consumer and energy advice.
In 2021-2022 we helped on a national level 2.55 Million people by offering free confidential, impartial advice. We give people the knowledge and the confidence they need to find their way forward.
We need passionate people to help us with providing this help to the general public.
What is the Consumer Service?
The Consumer Service is the national help desk to provide consumers who are faced with an issue with goods or services with the legal advice to help them resolve their problem.
Our office offers support to over 120000 people on a yearly basis through a variety of communication methods such as phone and webchat. We have a huge impact nationally to ensure our clients are well informed and well prepared in relation to their consumer rights.
Your Core Role:
★ To provide primarily telephone support to clients with contract issues with a seller or trader.
★ Gather vital intelligence for our trusted Partners such as Trading Standards.
★ Identify and aid vulnerable clients.
★ Giving guided legally based information to educate and empower both customers and businesses.
The Perfect Candidate:
★ Resilient
★ Adaptable
★ Open to feedback
★ Problem Solver
★ A people person
★ Not afraid of targets
Employee Benefits:
★ Competitive Salary
★ 33 Days Holiday (Increases with long service)
★ Casual Dress Code
★ Company Pension Scheme
★ Cycle to work Scheme
★ Free on site Parking
★ Bus Pass Scheme
★ Free eye Tests
★ Supportive Culture to develop both personal and professional goals
★ Full legal based training
★ Wellness Program
★ Health Assured Employee Assistance Package
★ No Late Finishes or Weekends
★ Hybrid working offered once probation period is passed
★ Office Incentives
★ Free Tea and Coffee
★ Paid Breaks
Working Schedule:
Monday - Friday
9am - 5pm
No Weekends
Job Types: Full-time, Permanent
Salary: £21,100.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
Schedule:
- Monday to Friday
Work Location: In person
Expected start date: 10/07/2023
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Civic, Welfare & Social Services
Based on transatlantic hiring benchmarks for Consumer Service - Telephone Advisor roles across Citizens Advice Staffordshire North & Stoke on Trent's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Civic, Welfare & Social Services.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £21,100 - £21,100 bracket, including retirement vesting and health parity.
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