Gateway Assessor - Local Services

THE ROLE

Working at Citizens Advice Plymouth gives you a chance every day to change someone’s future and make a positive impact. As a Gateway Assessor, you’ll be the first point of contact for anyone who contacts Citizens Advice Plymouth. These enquiries could be on any topic, although most of our questions are on debt, benefits, housing, family, consumer issues, immigration or employment.

You’ll speak to clients over the phone, via email, through webchat or face‑to‑face in our office, and will use sensitive questioning and listening skills to allow them 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.

In the Gateway team we aim to progress the client’s enquiry as far as possible on their first contact with us, but we may book them an appointment with an adviser if this is needed. Your role will include completing debt assessments and benefit checks if this is appropriate for the client, as well as giving information or signposting to other organisations where relevant.

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.

You will be passionate about social justice and equity for all people, supporting the work of our Research and Campaigns team by completing evidence forms to raise issues faced by our clients.

It can be a challenging role, but you will be fully trained and supported, working as a part of a friendly, approachable and supportive team in a rewarding environment to provide the best possible service to people across England, Wales, and Scotland.

The role is 37 hours a week (9-5 Monday-Thursday and 9-4:30 on Fridays) on a permanent basis. Part‑time hours will be considered. This is a full‑time office‑based role. Our office is at Cobourg House, 32 Mayflower Street, Plymouth, PL1 1QX
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The start date for this role is:
May 2026

Full training will be provided. Please note that no annual leave will be approved for the first 4 weeks of your employment, as you must be able to attend all the training to progress in the role.

We value diversity, promote equity and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We particularly welcome applications from candidates who are disabled, or people from Black, Asian, and other racially minoritised backgrounds, as these people are currently underrepresented at Citizens Advice Plymouth. We also actively welcome applications from LGBTQ+ candidates.

For more information, and to apply, please visit our website