Telephony Advocate

About Advice Direct Scotland

Advice Direct Scotland is Scotland’s national advice service, providing free, practical and impartial advice on issues including advocacy, consumer rights, energy, debt and housing.

Our mission is simple: to ensure everyone in Scotland can access the support they need, when they need it.

We are a modern, digital-first organisation, delivering advice through telephone, webchat, email, SMS, social media and self-service tools—ensuring accessibility, speed and impact for our customers.

We are looking for a compassionate and motivated Telephony Advocate to join our Helpline team. This is an office based role. We operate a 4 day working week between Monday - Friday, with a dedicated day off.

You will be the first point of contact for people seeking advocacy support, responding to enquiries by phone, email, and online channels.

You will support vulnerable people by listening to their needs, providing clear information and guidance, helping them understand their rights, and signposting them to the most appropriate services. This is a varied and rewarding role where you will make a real difference to people’s lives.

Key Responsibilities

· Respond to enquiries and referrals via telephone, email, webchat, and other channels

· Provide person‑centred, first‑line advocacy support and information

· Assess eligibility for advocacy services and complete referrals where appropriate

· Signpost individuals to internal teams or external organisations when required

· Deliver remote advocacy support to people on your caseload

· Promote self‑advocacy by providing self‑help information and resources

· Accurately record all interactions using Salesforce, in line with GDPR and policies

· Identify and escalate safeguarding concerns in line with procedures

· Work collaboratively with colleagues to support service improvement

About You

· You have experience supporting vulnerable individuals in a customer‑focused or advice role

· You are empathetic, non‑judgemental, and communicate clearly and confidently

· You are organised, able to manage multiple enquiries, and work well in a fast‑paced environment

· You are comfortable using digital systems

· You are committed to equality, empowerment, and person‑centred support

What We Offer

· 31.25 hours over a 4 day working week

· 30.5 days annual leave (38 days pro rata), enabling excellent work–life balance

· 8% employer pension contribution

· Life Insurance for added peace of mind

· Cycle to work scheme

· EAP and Wellbeing Support

· Fresh Fruit and snacks daily

· Company events

· Company Sick pay

· Reward and benefit programmes

· A supportive and values driven working environment

· Ongoing training and development opportunities

· The chance to make a meaningful difference every day

If you are passionate about advocacy and supporting people to understand their rights, we would love to hear from you.