At Citizens Advice Dudley & Wolverhampton, we provide high quality information, advice and guidance to people facing a wide range of challenges. We also work to influence change, tackling the underlying causes of the problems our clients experience.
Due to continued growth and the development of new ways of working, we are expanding our teams across the Dudley Borough and the City of Wolverhampton. We are looking for people who are committed, compassionate and motivated to deliver excellent services that make a real difference to our local communities.
Contact Centre Assessor Permanent and 1 Year Fixed Term Contracts -18 hrs p/w, fixed on Monday, Tuesday, and Thursday
£25,948.95 -£26,500 p/a FTE
To provide an effective and efficient assessment of clients’ advice and support needs via telephone, email, and web chat through our Contact Centre. You will complete an initial assessment, record information accurately, and use our advice framework to agree the appropriate next steps. You will also signpost and refer clients effectively to ensure they receive the right support and guidance.
About You
* Proven ability to deal with sensitive client issues and competing demands with professional judgement, tact and diplomacy
* Ability to manage multiple client issues and identify the correct resources to ensure the client journey is excellent
* Excellent administrative, planning and organisational skills and the ability to manage time effectively under own initiative to deliver an effective initial enquiry service
* The ability to work methodically within defined systems and to maintain accurate written and statistical records, where required
Working with Us
• Our work is guided by our 4Cs values: Connect | Change | Compassionate | Committed.
• We pride ourselves on a supportive, collaborative culture where staff wellbeing is prioritised.
• We are committed to developing our workforce and providing opportunities for learning, progression and continuous improvement.
• We warmly welcome applications from people of all backgrounds. We are committed to building a workforce that reflects the diversity of the communities we serve.
• Roles are based across Dudley and Wolverhampton, with hybrid working between home and office depending on service requirements.
• Salaries dependent on skills and experience.
• Hours as advertised per role, with flexibility considered where appropriate.
How to Apply
Visit our website to download the recruitment pack and review the job description and person specification for the role you are interested in. The recruitment pack also contains detailed instructions on how to apply. Submit your CV and a personal statement (up to one side of A4) explaining how your skills and experience meet the requirements of the role. Make sure your contact details are included so we can get in touch. For any questions or to submit your CV and personal statement, please email our HR inbox (further details can be found on our website)
Closing Date: Monday 9th March 2026 at 9am
We reserve the right to close these vacancies early if we receive sufficient applications for the role. If you are interested, please submit your application as early as possible
Join our team and grow both personally and professionally while making a tangible difference to people facing real challenges in our communities
