At a Glance
- Tasks: Be the first point of contact for advocacy support via phone, email, and online.
- Company: Advice Direct Scotland, a modern and compassionate national advice service.
- Benefits: Generous annual leave, pension contributions, life insurance, and ongoing training.
- Other info: Enjoy a 4-day work week and a supportive team environment.
- Why this job: Make a real difference by helping vulnerable people understand their rights.
- Qualifications: Compassionate attitude and strong communication skills required.
The predicted salary is between 25000 - 30000 £ per year.
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. 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.
Role OverviewYou 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.
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
- 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
- Use digital systems comfortably
- 30.5 days annual leave (38 days pro rata)
- 8% employer pension contribution
- Life Insurance
- Cycle to work scheme
- EAP and Wellbeing Support
- Fresh fruit and snacks daily
- Company events
- Company sick pay
- Ongoing training and development opportunities
Salary: GBP 25,000 – 30,000 per year
If you are passionate about advocacy and supporting people to understand their rights, we would love to hear from you.
