Assessor in Plymouth

We are recruiting for two assessors: one for our Utilities Department and one for our Local Services team. As an assessor, you’ll be the first point of contact for anyone who contacts Citizens Advice Plymouth. You’ll use sensitive questioning and listening skills to allow clients to explain their problem. You’ll also make sure everything is recorded accurately and efficiently on our case management systems, so you’ll need to be able to type and talk at the same time.

On all our projects we aim to progress the client’s referral or enquiry as far as possible on their first contact with us, but we may book them an appointment with an adviser or a caseworker if this is needed. There’s no ’average’ appointment or call – support is tailored, and each client is treated equitably. Each project has its own targets to meet around number of clients supported, to make sure we are helping as many people as possible. You will have individual targets and will enjoy working in this way. It can sometimes be a challenging role, but you will be fully trained and supported, working as a part of an approachable and supportive team in a rewarding environment to provide the best possible service to people across England, Wales, and Scotland.

Working Hours

The roles are 37 hours a week (9-5 Monday-Thursday and 9-4:30 on Fridays) on a permanent basis. Part-time hours will be considered, but the first 4 weeks of training must be attended full-time.

Utilities Assessor

The assessor team are the first point of contact for utility customers referred to Citizens Advice Plymouth by their utility provider. On our Utilities projects, assessors manage referrals and contact clients by phone, email, or webchat to introduce them to our service. An Assessor is there to establish what the client needs, and complete initial assessments with clients as well as following up on their experience with us. The focus on our Utilities projects is debt and benefits and the role is fully telephone based. The Utilities assessor role is based at Cobourg House for your initial classroom, on-the-job training and 6-month probation period. Once probation is passed, the role will move to a hybrid working pattern.

Local Services Assessor

The Local Services team is part of “Advice Plymouth” which is a partnership between Citizens Advice Plymouth, Improving Lives Plymouth and Plymouth City Council which works to provide a joined-up, quality information and advice service across Plymouth. This service includes telephone, drop-in and casework support. On our Local Services projects, the enquiries could be on any topic, although most of our questions are on debt, benefits, housing, family, consumer issues, immigration or employment. On this project, you’ll speak to clients over the phone, via email, through webchat or face-to-face at outreach locations. Your role will include completing debt assessments and benefit checks if this is appropriate for the client, as well as giving information or signposting to other organisations where relevant. This role is part of our Outreach team. The Local Services assessor role is a full‑time office-based role with some attendance at outreach locations in the Plymouth area.

Training

Full training will be provided. Please note that no annual leave will be approved for the first 5 weeks of your employment, as you must be able to attend all the training to progress in the role.