Information & Triage Officer
2 months ago
Receiving phonecalls from clients, establishing their needs, providing them with relevant and useful information if they are able to help themselves and signposting or referring them to appropriate support agencies where necessary.
- Maintain client confidentiality at all times and ensure correct data protection procedures are followed to gain consent.
- Establish registration status of clients at the first point of contact and provide relevant self
- triage documentation for completion once identified.
- Identify and schedule in appropriate interview times with a generalist adviser or member of appropriate project team, using the correct Bureau policies and procedures.
- Talk to clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) fully. Do so both face to face and over the telephone.
- Use Citizens Advice resources to find, interpret and communicate the relevant information and provide information to clients when appropriate or signpost to best placed agencies.
You will need to be well organised, have the ability to work as part of a busy team and have excellent communication skills including sensitive listening and questioning skills, to understand the individual needs of our clients. Full training will be given so prior experience is not necessary but is desirable.
Hours of work are 9.30am - 2.00pm, Monday to Wednesday and 9.30am - 12.00pm Thursday based at the Advicehub, 16 Regent street, Mansfield, NG18 1SS.
Mansfield Citizens Advice offers: 30 days per year annual leave plus public holidays (pro rata) and membership to an NHS top up scheme.
**Job Types**: Part-time, Permanent
Part-time hours: 16 per week
**Salary**: £10,296.00-£11,232.00 per year
**Benefits**:
- Casual dress
- Company pension
- Sick pay
- Wellness programme
Schedule:
- No weekends
Work Location: In person
Application deadline: 12/05/2023
Expected start date: 12/06/2023
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