The Role
Hours: 37 hours per week, Monday to Friday
Location: Hybrid role- Norwich Office & Work from home
Salary £24,335 per annum
Annual Leave: 20 days + bank holidays and five office closure days (Three at Christmas and two in the summer)
Closing Date: Tuesday, 19th August. Interviews will be held weeks commencing 25th August and 4th September 2025.
We’re looking for a compassionate, proactive Telephone Adviser to join our team. You’ll answer incoming calls and conduct callbacks via our Adviceline, providing practical, empathetic support, with a strong focus on energy advice. This is a vital role, helping clients navigate challenges related to fuel bills, the cost of living, and access to essential services. Full training will be provided.
Key responsibilities:
- Deliver one-to-one advice by phone on any advice area clients may come to us with, including energy, housing, finance, and crisis support
- Provide callbacks and respond to incoming calls on our busy Adviceline
- Offer clear, easy-to-understand advice to people facing complex challenges
- Record case notes accurately using our digital system
- Support with Casework and office-based tasks, as required
Satisfactory clearance of a Disclosure and Barring Service check (DBS) is required.
Person specification
Essential Criteria
- Good telephone manner
- Excellent IT and organisational skills
- Proven ability to manage and prioritise own workload and meet deadlines
- Experience working with people with complex and multiple needs
- Excellent written and oral communication skills
- Ability to build rapport and relate to a wide range of people
- Energy advice experience is desirable but not essential
Terms and conditions
➢ Hours per week: 37 Monday to Friday
➢ Place of work: Hybrid role, work from home and the Norwich office
What we give our staff
➢ Ongoing support and professional development
➢ Employee Assistance Programme
➢ 20 days paid annual leave & five set office closure days 2 in the summer and 3 at Christmas, plus statutory holidays
➢ Company pension scheme 4.5%
➢ Flexible working where possible
We are a strong supporter of equality, diversity and inclusive practices.
Job Type: Full-time
Pay: £24,335.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Flexitime
- Work from home
Work Location: Hybrid remote in Norwich NR2 1DZ
Reference ID: Telephone Adviser - Hybrid role-Norwich Office and home working
