Assessor


Company:	Citizens Advice Plymouth
Salary:	from £25,877.80 a year
Hours:	Full-time
Location:	Plymouth, PL1 1QX
Working pattern:	Hybrid - 3 days remote
Job type:	Permanent
Posting date:	14 Oct 2026
Closing date:	26 Oct 2026

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Summary

The assessor team are the first point of contact for utility customers referred to Citizens Advice Plymouth by their utility provider.

Assessors work alongside administrators, advisers and caseworkers to support clients. The assessor team is part of the wider Utilities department where we are currently a department of around 110 people across five energy projects

Working at Citizens Advice Plymouth gives you a chance every day to change someone’s future and make a positive impact. We support a wide range of people to find a solution for their problems. 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 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. The Utilities role is fully telephone based, with a mix of office and home working.

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.

The employer for this post is Citizens Advice Plymouth. 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.

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, with a minimum of 8 days per month in the office at Cobourg House, 32 Mayflower Street, Plymouth. You must be able to attend the office as requested, including at short notice if required.

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.

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