Consumer Service Telephone Adviser (Gainsborough)

Citizens Advice Lincoln & Lindsey requires Telephone Advisers for our Consumer Service Call Centre

Located at Guildhall, Marshalls Yard Gainsborough, Lincolnshire DN21 2NA

Contract, hours and working week: Preferably full-time but part-time will be considered.

37.5 hours per week, 9.00am and 5.00pm.

Salary: £24,956 to 25,867 (After successful completion of probation period)

Closing Date: 21st November 2025 (May close earlier depending on volume of applications)

Interviews: Week commencing 1st December 2025

Start date: 5th January 2026

Role purpose

• Based in our Gainsborough call centre, your role will focus on:

• Assessing a caller's advice needs by phone.

• Identifying the most appropriate support to resolve their problem.

• Directing them to the correct resources for consumer rights and law.

Further details

• To deliver an excellent customer service

• To conduct short, focused interviews by telephone to explore the customer’s situation and issues that need resolving

• To make a judgement about what the next steps should be. Based on understanding the problem, the customer’s capability and effective use of resources and other agencies that provide advice

• Where appropriate, provide quality assured, assisted self-help information / early intervention information

• Where appropriate, refer or signpost customers to one of the external partners in line with documented procedures.

• Ability to undertake relevant and comprehensive training to become competent in the role.