Administrator – MAPS Telephone line

Starting salary: £25,877.80 per annum (scale: £25,877.80 (entry) – £26,551.20 per annum)Hours: 37 hours per weekContract: PermanentWork base: Full-time at our city centre officeHoliday: 25 days annual leave + bank holidays + an additional 2.5 days between Christmas & New Year (pro rata)

About the role

As an administrator, you would work alongside debt caseworkers to carry out a range of activities that prepare the client to receive debt advice. This includes supporting them to complete a budget in advance of an appointment, gathering all their paperwork, and progressing their case after they’ve received advice.

Administrators also provide general administrative support such as dealing with incoming and outgoing post, managing text messages, e-signatures and electronic document upload requests, making referrals, ensuring records are updated in line with policy, and liaising with clients and third parties.

The role is 37 hours a week (9-5 Monday-Thursday and 9-4:30 on Fridays) on a permanent basis. This role will be based full-time in the office at Cobourg House, 32 Mayflower Street, Plymouth, and is not a hybrid role.
Full training will be provided. The start date for this role is Tuesday 8th September 2026.

Who we’re looking for

We’re looking for people who really care about the work that we do for our clients and want to support them to find a solution for their debt circumstances. You will need to have a ‘client-first’ and ‘can-do’ attitude and will work to give them the best service, whoever they are, and whatever the reason they’ve got into debt.

You will enjoy working with a diverse range of people and be open-minded and non-judgmental. You will take an empathetic and compassionate approach to clients to understand the problems they’re facing and find solutions while also managing professional boundaries and being able to separate your own experiences from those of your clients.
You will need to have excellent administrative skills with close attention to detail. You will have good professional telephone skills and be able to demonstrate active listening and control a call effectively. You’ll be skilled at adapting your communication style to the client’s needs, including accessibility needs and communication preferences. You’ll need to be able to use a computer confidently and competently, being able to type notes while on the phone to clients at the same time, write up accurate notes of the call quickly and efficiently, as well as keep client management systems up to date. You will need to have excellent organisation and time management skills and be able to work at a fast pace. You should enjoy working as part of a busy, motivated and supportive team and be able to adapt well to changing priorities.  
We’re looking for people who are receptive to feedback and see it as a chance to continuously improve. You’ll need to act on this feedback as part our regulated debt advice requirements and put it into practice straight away.

As an organisation we are open, honest and act with integrity and we expect the same from all our staff and volunteers. We treat everyone with dignity and respect, no matter who they are. You will understand the importance of confidentiality and data protection and will uphold the aims, principles and values of Citizens Advice Plymouth and proactively support and champion the charity in all areas of our work.

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 further information about the role:

• Please complete the application form in full. There are two versions of the same application form in different colours, please complete oneform you find easiest to read and return.

To apply for this vacancy:

1. Email your completed application form to recruitment@citizensadviceplymouth.org.uk by 9am on Monday 6th July 2026.
2. Please let us know if you need us to adapt our application process so there are no barriers for you to apply.

Closing date:

Monday 6th July 2026 at 9am

Benefits (subject to eligibilty) include:

25 days annual leave + bank holidays + an additional 2.5 days between Christmas & New Year (pro rata)
Long term service leave – up to 5 additional days (pro rata)
Employee assistance programme.
Heathcare plan which includes money back on prescription charges etc.
Group stakeholder pension scheme
Cycle to work scheme
Flexible working, career breaks, enhanced contractual sick pay, support for parents & carers.
Learning & development – training and development with access to a wide range of online courses to develop your skills
Death in Service cover (2 x annual salary)