At a Glance
- Tasks: Provide compassionate advocacy support via phone, email, and online channels.
- Company: Advice Direct Scotland, a modern national advice service.
- Benefits: 4-day work week, generous leave, pension contributions, and wellbeing support.
- Other info: Join a supportive team dedicated to equality and empowerment.
- Why this job: Make a real difference in people's lives while enjoying a great work-life balance.
- Qualifications: Experience in customer-focused roles and strong communication skills.
The predicted salary is between 25185 - 28000 £ per year.
About Advice Direct Scotland
Advice Direct Scotland is Scotland’s national advice service, providing free, practical and impartial advice on issues including advocacy, consumer rights, energy, debt and housing. Our mission is simple: to ensure everyone in Scotland can access the support they need, when they need it. We are a modern, digital-first organisation, delivering advice through telephone, webchat, email, SMS, social media and self-service tools—ensuring accessibility, speed and impact for our customers.
We are looking for a compassionate and motivated Telephony Advocate to join our Helpline team. This is an office based role. We operate a 4 day working week between Monday - Friday, with a dedicated day off. You will be the first point of contact for people seeking advocacy support, responding to enquiries by phone, email, and online channels. You will support vulnerable people by listening to their needs, providing clear information and guidance, helping them understand their rights, and signposting them to the most appropriate services. This is a varied and rewarding role where you will make a real difference to people’s lives.
Key Responsibilities
- Respond to enquiries and referrals via telephone, email, webchat, and other channels
- Provide person‑centred, first‑line advocacy support and information
- Assess eligibility for advocacy services and complete referrals where appropriate
- Signpost individuals to internal teams or external organisations when required
- Deliver remote advocacy support to people on your caseload
- Promote self‑advocacy by providing self‑help information and resources
- Accurately record all interactions using Salesforce, in line with GDPR and policies
- Identify and escalate safeguarding concerns in line with procedures
- Work collaboratively with colleagues to support service improvement
About You
- You have experience supporting vulnerable individuals in a customer‑focused or advice role
- You are empathetic, non‑judgemental, and communicate clearly and confidently
- You are organised, able to manage multiple enquiries, and work well in a fast‑paced environment
- You are comfortable using digital systems
- You are committed to equality, empowerment, and person‑centred support
What We Offer
- 31.25 hours over a 4 day working week
- 30.5 days annual leave (38 days pro rata), enabling excellent work–life balance
- 8% employer pension contribution
- Life Insurance for added peace of mind
- Cycle to work scheme
- EAP and Wellbeing Support
- Fresh Fruit and snacks daily
- Company events
- Company Sick pay
- Reward and benefit programmes
- A supportive and values driven working environment
- Ongoing training and development opportunities
- The chance to make a meaningful difference every day
If you are passionate about advocacy and supporting people to understand their rights, we would love to hear from you.
StudySmarter Expert Advice🤫
We think this is how you could land Telephony Advocate (4 day working week) in Glasgow
✨Get Involved Locally
Dive into local volunteer opportunities or social initiatives. This not only beefs up your CV but also connects you with like-minded folks in nonprofits. Plus, it shows your passion for social impact, which is key for getting noticed by Advice Direct Scotland.
✨Tap into Professional Networks
Join networks like the National Council for Voluntary Organisations (NCVO) or local charities to meet professionals in the sector. Attend events and workshops to build relationships and learn about potential openings at organisations like Advice Direct Scotland.
✨Showcase Your Commitment
When prepping for interviews, be ready to speak about your personal connection to social issues. Dive into specific examples of how you’ve contributed to community projects – this will resonate with the mission-driven vibe at Advice Direct Scotland.
✨Utilise Online Platforms
We’re all about making connections, so use platforms like Idealist and CharityJob to hunt for full-time roles. And of course, you should keep an eye on our website for exciting opportunities at Advice Direct Scotland. Apply directly through us to stand out!
We think you need these skills to ace Telephony Advocate (4 day working week) in Glasgow
Some tips for your application 🫡
Show Your Passion for the Cause:In the nonprofit sector, it's super important to demonstrate genuine passion for the mission of Advice Direct Scotland. Use your cover letter to showcase any personal experiences or volunteer work that connects you to their social impact initiatives. This emotional connection can really help your application stand out.
Highlight Relevant Experience:When crafting your CV, be sure to include any relevant projects or roles that showcase your skills in social impact. Whether it's community organising, fundraising, or advocacy, highlight what you've done and the difference it's made. Don’t just list tasks; quantify your achievements and the outcomes of your efforts.
Tailor Your Documents to the Role:For a full-time role like Telephony Advocate (4 day working week), ensure your CV and cover letter specifically address the responsibilities outlined in the job description. Use their language to describe your skills and experience, making it easy for the hiring team to see how you fit into their vision.
Emphasise Teamwork and Collaboration:Nonprofits thrive on teamwork, so make sure to emphasise your collaborative experiences. Whether you've worked in a team setting, partnered with community organisations, or facilitated group projects, highlight these experiences in your application. Show them you understand the importance of working alongside diverse individuals to achieve shared goals.
How to prepare for a job interview at Advice Direct Scotland
✨Show Your Passion for Social Change
When we’re prepping for interviews in the nonprofit space, it's vital to demonstrate our genuine passion for social impact. Be ready to discuss not just your skills and experiences but also why you care about the mission of Advice Direct Scotland. Sharing personal stories or insights can really make us stand out.
✨Highlight Project Experience
We should focus on specific projects we've worked on that align with the goals of social impact. Whether that’s a community initiative, volunteering, or a class project, having solid examples that showcase our role and the outcomes will resonate well with the interviewers.
✨Familiarity with Relevant Tools and Practices
Let’s brush up on tools and methodologies commonly used in the nonprofit sector, like project management software or outcome measurement frameworks. Being able to speak fluently about these will show that we’re not just passionate but also knowledgeable and ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that evaluate our problem-solving skills in real-world social issues. Think about how we’d handle challenges in the nonprofit environment and prepare stories that demonstrate our critical thinking and adaptability. Role-playing with a friend could help us feel more confident!
