At a Glance
- Tasks: Help people across Scotland by providing practical advice through phone, email, and live chats.
- Company: Join a leading Scottish charity dedicated to supporting communities with impartial advice.
- Benefits: Enjoy a 4-day work week, 30.5 days annual leave, and comprehensive training.
- Other info: Flexible working environment with opportunities for progression and professional development.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Empathy, strong communication skills, and a passion for helping others are essential.
The predicted salary is between 24000 - 28000 £ per year.
About Advice Direct Scotland
Advice Direct Scotland is a leading Scottish charity delivering free, practical, and impartial advice to the people of Scotland on issues including consumer rights, debt, and energy.
We are a forward-thinking organisation with a strong digital infrastructure and a commitment to supporting both our staff and the communities we serve.
About the Role
We’re looking for Advisors to join our Consumer advice team at Advice Direct Scotland.
In this role, you’ll provide accurate, impartial, and practical advice to consumers across Scotland, helping people resolve a wide range of issues and make informed decisions.
You’ll handle enquiries through phone, email and live chats ensuring every customer receives clear, respectful, and supportive service.
Using our CRM system (Salesforce), you’ll record details, actions, and outcomes accurately to maintain high service standards.
- What You’ll Do
- Respond to customer enquiries via phone, email and live chats in a professional, supportive way.
- Provide accurate and comprehensive advice within agreed guidance and knowledge resources.
- Identify and respond sensitively to customer vulnerabilities and needs.
- Maintain accurate records in Salesforce, ensuring all notes and actions are clear and professional.
- Work towards agreed quality and productivity targets.
- Take part in coaching, one-to-ones, refresher training, and team briefings.
- Contribute to a positive, collaborative team environment.
About You
- You’ll bring empathy, professionalism, and a passion for helping others. You’ll also have:
- Excellent communication and listening skills.
- The ability to understand complex information and explain it clearly.
- Strong attention to detail and organisational skills.
- Confidence using IT systems (experience with Salesforce is an advantage).
- A flexible and positive attitude towards change and learning.
Experience in advice, customer service, or contact centre environments is beneficial, but full training will be provided.
What We Offer
- 4 Day working week
- A supportive, forward-thinking working environment.
- 30.5 days annual leave
- Employer pension contributions.
- EAP and Employee benefits
- Comprehensive training and ongoing professional development
- Supportive, inclusive, and values-driven work environment
- Opportunities for progression within Advice Direct Scotland
- The chance to make a real difference to people across Scotland
- Equality and Inclusion
We’re proud to be a Disability Confident Employer and welcome applications from all backgrounds and communities.
If you need adjustments or alternative ways to apply, please let us know – we’re happy to help.
Job Type: Full-time
