Client Services Officer

BRADFORD CITIZENS ADVICE BUREAU; Bradford; On-site; GBP 19,000 - 23,000; Full time

Job summary

Bradford and Airedale CALC is seeking a Client Services Officer to be the first point of contact for clients via face-to-face, telephone and digital channels. You will provide a welcoming reception, processing referrals and supporting advisers with data entry and diary management.

The role requires confidentiality, the ability to manage a demanding workload, and on-the-job training with opportunities to develop within a busy Citizens Advice service.

Qualifications

• Experience in a client-facing environment with strong confidentiality practices.
• Ability to handle a varied workload and maintain professionalism under pressure.
• Willingness to engage in on-the-job training and ongoing development.

Responsibilities

• Provide welcoming, professional reception across face-to-face, telephone and digital channels.
• Capture and process client information and referrals accurately.
• Maintain tidy reception and waiting areas, keep leaflets and information stocked, and assist with appointment diaries.

Skills

Reception

Data entry

Customer service

Confidentiality

Administration

Digital channels

Job description

Bradford and Airedale Citizens Advice & Law Centre are a leading provider of legal advice and information, supporting thousands of clients every year. We are a busy, client focused and dynamic service with a track record of delivering high-quality advice. This is a central role within the organisation. As a Client Services Officer, you will be friendly and welcoming. You will be the first point of contact for clients, and external stakeholders accessing the service via any channel (face to face, telephone and digital). This can be a challenging but rewarding role with plenty of contact with our clients, volunteers and paid staff. Our Client Services Officer team play a crucial role in the day to day running of our service. You will provide cover for our busy reception area, support clients who attend our drop-in sessions and process referrals which are received into the service. The post holder will be able to manage a demanding and varied workload, demonstrate confidence, flexibility and an overall can-do approach to tasks.

• We are interested to hear from people who ideally have experience of working within a similar client focused environment, where confidentiality is essential and are confident in dealing with clients who may be vulnerable or have multiple needs.
• The successful candidate will be supported through their on-the-job initial training period and encouraged to continually develop during their time with us.

Role Profile

Key accountabilities

Key elements & tasks

Service Delivery

Provide a professional and welcoming reception-based service across all entry channels into the service, taking appropriate messages and processing clients as required

Clearly explain our service delivery processes, support the timely flow of clients to advisers and manage waiting time expectations

Ensure ‘capture sheets’ are given to all clients attending drop-in, providing support to ensure accurate completion as required

Provide accurate and timely data into databases and case management systems

Provide clients with information, leaflets and self-help packs, as appropriate

Signposting clients when required, to other organisations that are more appropriate to advise and support the client

Assist with the appearance and upkeep of services by keeping reception/ waiting areas tidy, leaflets & information well-stocked and equipment operational (reporting any issues promptly)

Maintain confidentiality at all times, in line with statutory requirements and office policies

To develop and maintain broad oversight and practical knowledge base of services provided by Bradford and Airedale CALC

Administrative Support

Undertake administrative tasks and functions, as required, to ensure the smooth running of our services

Take responsibility for ensuring data is inputted correctly

Performing administrative duties such as photocopying, scanning, etc. as required

Open, record and distribute incoming post, and prepare outgoing mail for dispatch and log all outgoing mail.

Ensure all referrals received into the service via any channel are responded to and processed accurately in a timely manner

Organising receipt of client paperwork and making sure it is complete before forwarding to our team of frontline advisers/assessors.

Maintain stocks of stationery, leaflets and posters, and order from suppliers

Maintain online and other electronic appointment diaries

Teamwork

Develop, and maintain, good team working relationships and communication between colleagues of all levels (paid and unpaid), both internally and externally

Work flexibly across the service, ensuring the evolving needs of the service are met

Service Development

To assist with the development of the service locally, regionally and nationally, publicising work as and when necessary

Work with colleagues to maintain a positive working and learning environment, in which equality and diversity are well managed, dignity at work is upheld and volunteers achieve their full potential

Carry out other tasks within the scope of the post to ensure the effective delivery and development of the role

Training

Proactively identify your own training needs in conjunction with your designated supervisor and be prepared to undertake required/ mandatory training

Other duties and responsibilities

Liaise, as appropriate, with relevant outside agencies (voluntary and statutory), other Local Citizens Advice offices and other stakeholders

Be an active member of the wider team, acting and support colleagues in a collaborative way

To present a professional appearance, help maintain an orderly working environment, and act at all times to uphold the good reputation of Citizens Advice

To comply with all published organisational policies and procedures

Work flexibly to undertake such other reasonable duties and responsibilities

Provide overall administrative support on various projects, responding to change and developments as required

Assist with ensuring there are appropriate resources available to ensure advice delivery systems and mechanisms are effective

• Please note that this job description does not constitute a ‘term and condition of employment’. It is provided only as a guide to assist an individual in the performance of the job and is not included to be an inflexible list of tasks.
• The Citizens Advice Service is a fast-moving organisation and therefore an employee’s duties may be varied from time to time. The post holder accepts that they may be required to work flexibly and undertake any other work or duties as may reasonably be required, within the scope of and commensurate to the nature of the post.

Person Specification

(all criteria are essential unless otherwise indicated)

Experience (through paid or voluntary work)

Minimum 1 years’ experience full time or part time equivalent of administrative work

Experience of client facing work Eg Reception roles

Experience of working within an advice and information organisation within the third/ charity sector (desirable)

Experience of engaging with clients across a range of channels

Experience of flexible working, according to business need, while balancing multiple priorities and managing a high workload

Experience of communicating effectively, both orally and in writing, with a wide range of people

Experience of accurately drafting letters and reports and presenting work in a clear layout

Experience of working towards targets

Experience of working towards targets

Knowledge and Understanding

Literate and numerate to the level required by the tasks

A thorough understanding of professional boundaries and the issues surrounding confidentiality, data protection and information assurance

Qualifications and Training

A commitment to continuous professional development, including a willingness to develop knowledge and skills in required areas

Skills and Abilities

Ability to work on own initiative, proactively manage a varied workload, ensuring deadlines are met

Ability to contribute as a member of the team but also work on own initiative and without close supervision

Effective written and verbal communication skills, including the ability to deal appropriately with a range of people via face-to-face, telephone and digital communication methods

Typing speed of 65 wpm or above (desirable)

Willingness and ability to commit to a rota within the required delivery hours.

Additional Factors

Ability and willingness to work as part of a team and a commitment to collective team responsibility

Understanding of, and commitment to, the aims and principles of the Citizens Advice service in which equality and diversity is embedded throughout

Proven ability to use cloud-based systems and IT packages, including, word processing, spreadsheets and email (maintain one or more electronic diary/diaries), and the ability to use or learn to use other packages as necessary

Knowledge of community languages would be an asset with emphasis on Urdu/ Punjabi/Arabic /French/Kurdish. (desirable)

Aware that Citizens Advice clients are at the heart of everything we do

We wish you every success in your application and thank you for taking the time to consider joining us.