Assessor
| Dyddiad hysbysebu: | 01 Gorffennaf 2025 |
|---|---|
| Cyflog: | £24,242.40 bob blwyddyn, pro rata |
| Gwybodaeth ychwanegol am y cyflog: | Pro rata, for 18.5 hours per week, the salary equates to £12,121.20 per annum |
| Oriau: | Rhan Amser |
| Dyddiad cau: | 25 Gorffennaf 2025 |
| Lleoliad: | PL1 1QX |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Citizens Advice Plymouth |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 2526 007 |
Crynodeb
Starting Salary: £24,242.40, pro rata, per annum
Salary Scale: £24,242.40 – £24,915.80 – £25,493.00 per annum
Permanent contract
Based at our city centre office
25 days annual leave + bank holidays + 2.5 days at Christmas + long term service leave accrual
We have an exciting opportunity for a part-time Assessor to join our team.
Our Gateway Assessor Team are the first point of contact for members of the public contacting Citizens Advice Plymouth, and as an assessor, you’ll be dealing with a range of enquiries from members of the public, establishing their need, and ensuring we deliver a positive client journey.
You’ll conduct telephone, webchat, and face-to-face appointments using sensitive listening and questioning skills to allow the clients to explain their problem, ensuring all relevant information is collected efficiently and accurately on our recording systems.
This is a busy role where no two days are the same. While it can be challenging, this role offers the chance to help people with their problems, and develop valuable customer service skills, as well as knowledge on areas such as benefits, employment, housing, immigration, consumer issues and family issues.
The role is part time, 18.5 hours a week, and specific days & hours will be agreed with the successful candidate based on the needs of the service but will be between our operating hours (9-5 Monday-Thursday and 9 – 4:30 on Fridays) on a permanent basis. For the first three months, the role will temporarily be full time (37 hours per week Monday – Thursday 9-5 & Friday 9-4.30) for the initial training and settling in period.
The start date will be Tuesday 9 September 2025.
Training:
Full training will be provided. There will be no annual leave agreed during the first 4 weeks of training.
About you:
The successful candidates will need excellent customer service and IT skills in face to face, digital and telephone-based environments and be confident in assessing complex issues and working with people facing various challenges through those three contact channels in order to meet the needs and demand of the service through our on-site information centre, telephone and digital services.
You will have the ability to manage and support others during times of crisis, be resilient and able to manage difficult and emotional conversations well. Good communication skills, both written and verbal, are essential, as is the ability to effectively communicate with our clients with a non-judgmental approach.
You will be able to competently use a range of Office 365 programs and keep case recording systems up to date accurately while still communicating with your client accessing the service. You will also have excellent organisational skills to be able to prioritise your workload well to achieve performance-related objectives.
A willingness to attend training and be able work as part of a team, ensuring boundaries and confidentiality are always maintained. You should enjoy working as part of a busy, motivated and supportive team and be able to adapt well to changing priorities. You will be flexible to support the service where needed at short notice to cover absence.
Knowledge of the enquiry areas we advise on or awareness of local and national organisations that can help people with issues relating to those enquiry areas would be a bonus.
Work base:
This role will be office based at Cobourg House, Mayflower Street, Plymouth.
Job pack & application form
Please go to our website to download the application pack.
Closing date:
Friday 25 July 2025 at 9am
Please note: We reserve the right to close recruitment early or withdraw an advertised post at any time. We are not accepting CV applications for this role.
To apply:
1 - Please complete and return our application pack, available from our website.
2 - Please let us know if you need us to adapt our application process so there are no barriers for you to apply.
About Citizens Advice Plymouth
Citizens Advice Plymouth is a resilient, creative and independent charity. It is part of the Citizens Advice national network of over 250 organisations that delivers advice and information across England and Wales.
Our main purpose is to deliver quality advice and information. We engage with clients through a range of routes including email, webchat, telephone and face-to-face contact.
We can all face problems that seem complicated and intimidating. At Citizens Advice Plymouth, we believe that no one should have to face these problems without good quality, independent advice.
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We particularly welcome applications from candidates who are disabled, or people from Black, Asian and other racially minoritised backgrounds, as these people are currently underrepresented at Citizens Advice Plymouth. We also actively welcome applications from LGBTQ+ candidates.
Salary Scale: £24,242.40 – £24,915.80 – £25,493.00 per annum
Permanent contract
Based at our city centre office
25 days annual leave + bank holidays + 2.5 days at Christmas + long term service leave accrual
We have an exciting opportunity for a part-time Assessor to join our team.
Our Gateway Assessor Team are the first point of contact for members of the public contacting Citizens Advice Plymouth, and as an assessor, you’ll be dealing with a range of enquiries from members of the public, establishing their need, and ensuring we deliver a positive client journey.
You’ll conduct telephone, webchat, and face-to-face appointments using sensitive listening and questioning skills to allow the clients to explain their problem, ensuring all relevant information is collected efficiently and accurately on our recording systems.
This is a busy role where no two days are the same. While it can be challenging, this role offers the chance to help people with their problems, and develop valuable customer service skills, as well as knowledge on areas such as benefits, employment, housing, immigration, consumer issues and family issues.
The role is part time, 18.5 hours a week, and specific days & hours will be agreed with the successful candidate based on the needs of the service but will be between our operating hours (9-5 Monday-Thursday and 9 – 4:30 on Fridays) on a permanent basis. For the first three months, the role will temporarily be full time (37 hours per week Monday – Thursday 9-5 & Friday 9-4.30) for the initial training and settling in period.
The start date will be Tuesday 9 September 2025.
Training:
Full training will be provided. There will be no annual leave agreed during the first 4 weeks of training.
About you:
The successful candidates will need excellent customer service and IT skills in face to face, digital and telephone-based environments and be confident in assessing complex issues and working with people facing various challenges through those three contact channels in order to meet the needs and demand of the service through our on-site information centre, telephone and digital services.
You will have the ability to manage and support others during times of crisis, be resilient and able to manage difficult and emotional conversations well. Good communication skills, both written and verbal, are essential, as is the ability to effectively communicate with our clients with a non-judgmental approach.
You will be able to competently use a range of Office 365 programs and keep case recording systems up to date accurately while still communicating with your client accessing the service. You will also have excellent organisational skills to be able to prioritise your workload well to achieve performance-related objectives.
A willingness to attend training and be able work as part of a team, ensuring boundaries and confidentiality are always maintained. You should enjoy working as part of a busy, motivated and supportive team and be able to adapt well to changing priorities. You will be flexible to support the service where needed at short notice to cover absence.
Knowledge of the enquiry areas we advise on or awareness of local and national organisations that can help people with issues relating to those enquiry areas would be a bonus.
Work base:
This role will be office based at Cobourg House, Mayflower Street, Plymouth.
Job pack & application form
Please go to our website to download the application pack.
Closing date:
Friday 25 July 2025 at 9am
Please note: We reserve the right to close recruitment early or withdraw an advertised post at any time. We are not accepting CV applications for this role.
To apply:
1 - Please complete and return our application pack, available from our website.
2 - Please let us know if you need us to adapt our application process so there are no barriers for you to apply.
About Citizens Advice Plymouth
Citizens Advice Plymouth is a resilient, creative and independent charity. It is part of the Citizens Advice national network of over 250 organisations that delivers advice and information across England and Wales.
Our main purpose is to deliver quality advice and information. We engage with clients through a range of routes including email, webchat, telephone and face-to-face contact.
We can all face problems that seem complicated and intimidating. At Citizens Advice Plymouth, we believe that no one should have to face these problems without good quality, independent advice.
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We particularly welcome applications from candidates who are disabled, or people from Black, Asian and other racially minoritised backgrounds, as these people are currently underrepresented at Citizens Advice Plymouth. We also actively welcome applications from LGBTQ+ candidates.