Consumer - Customer Contact Centre Advisor

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 Pay: £22,962.00 per year Application question(s): • Do you have experience working in a customer service, advice, or contact centre environment? • Have you ever provided support or information to customers by phone, email, or live chat? • How comfortable are you using multiple systems at once while speaking to customers? (e.g. CRM, knowledge base, chat tools) • The role involves recording detailed case notes in Salesforce. How confident are you in maintaining accurate written records? • Looking back at your previous roles, how have you demonstrated long-term commitment? • What is your notice period? • Was your most recent role in a contact centre? • What’s motivating you to look for a new role? If you’re not currently working, could you share the reason you left your most recent employer? • This is a office based role. Are you comfortable travelling to Glasgow 4 days a week? Experience: • contact centre: 2 years (required) Work Location: In person