Citizens Advice Milton Keynes is a local charity that helps people to resolve their legal, money and personal problems. We have been providing free, confidential, and impartial advice since 1972 and helped over 8000 local people last year.
We are looking for an enthusiastic, flexible, reliable, and confident person to join our Triage Team. The ideal candidate will provide support to clients via a range of channels, acting as the ‘first contact’ with the organisation for local people. They will conduct triage interviews with clients via telephone, video call and webchat to understand their problem better and in greater depth, as well as to determine the next steps for supporting them.
Triage and Referral Officers assess and identify the main issues relating to people’s welfare, debt, and housing enquiries, as well as other legal and practical problems. You will not need to be an ‘expert’ in any one subject, but in the time, a successful candidate will need to ‘know a little about a lot’ and full training will be given to them to develop a good foundation knowledge of each advice area.
The ideal candidate will also need to be patient, calm under pressure and possess great communication skills and able to explain information to people from a variety of backgrounds, including those living in the community who could be considered ‘vulnerable adults.
This is a challenging role within a service that is in high demand – especially considering Covid-19 and the social and economic impact of the pandemic. All our staff work to strict quality standards and ensure that all work is compliant with our contract funders.
Applicants need to be:
Computer-literate, although training on our case recording systems will be given.
Confident and have some experience of using telephony and video call systems.
Confident in working to performance targets.
Able to show good communications skills, both written and verbal. These are essential in the role, as are excellent customer service skills with a non-judgemental approach.
Prepared to work independently and from home or a remote location if required.
A minimum of 12 months’ experience in an advice agency or similar setting is desirable.
The successful Applicant/s will be asked to undergo an Enhanced Disclosure and Barring Service (DBS) check.
Closing date: Monday 19th December at 5pm
Interviews: To be agreed, please note that interviews will take place face to face in Acorn House