Adam Naouali

Telephone Assessor @Citizens Advice

Manchester, GB

As a Telephone Assessor for Citizens Advice, I serve as the first point of contact for individuals seeking support, helping people across Stockport, Oldham, Rochdale, and Trafford access the guidance they need to tackle a wide range of issues.I work across our AdviceLine service, as well as digital platforms such as video calls, webchat, and social media, providing a triage service that ensures every client is directed toward the right next step. With a focus on empathy, efficiency, and clarity, I assess each client’s situation through active listening and thoughtful questioning to identify key concerns, deadlines, and needs.My role involves gathering and summarising essential information, offering signposting or referrals based on the complexity of the issue, and empowering clients to move forward with confidence. I work within a target-driven environment, consistently upholding high standards of customer service while maintaining detailed records in line with Citizens Advice quality and data protocols.By delivering accessible, inclusive, and responsive support, I help ensure every person feels heard, respected, and better equipped to resolve the challenges they face.