Crisis Resilience Triage Assessor

Citizens Advice Ltd; England; Hybrid; GBP 26,000 - 27,000; Full time

Job summary

Citizens Advice LeicesterShire is hiring a Triage Assessor to join the Crisis Resilience Team. You will assess client needs by phone, online, or in person, provide information or referrals, and maintain accurate records across Charnwood, North West Leicestershire and Hinckley & Bosworth.

The role supports flexible hours with hybrid working. The starting salary is £25,500 FTE, rising to £26,000 FTE after training and probation, with a permanent contract and a mix of full-time and part-time hours

Qualifications

• Experience giving advice or working with customers
• Ability to handle confidential information safely
• Comfort with numbers and percentages
• Clear, accurate record-keeping under pressure

Responsibilities

• Speak with clients by phone, online, or face to face to assess needs and determine support
• Spot urgent issues and refer to appropriate adviser or service
• Provide clear information and signpost next steps
• Maintain confidential case records in the system
• Handle sensitive personal information in line with data protection rules
• Work with colleagues to keep the service running smoothly

Skills

Active listening

Customer service

Confidentiality

Numerical skills

Record keeping

Empathy

Diversity minded

Job description

Apply before 11.59pm on 8 November 2026.

Job summary

Salary Starting salary £25,500 FTE - Increasing to £26,000 FTE - subject to satisfactory completion of training and probationary period

Location Leicestershire

Workplace Hybrid working

Contract Permanent

Working pattern Flexible

Hours per week Full time and part-time hours considered

As a Triage Assessor, you’ll be the first person many of our clients speak to when they reach out for help. You’ll join our brand new Crisis Resilience Team, supporting people across Charnwood, North West Leicestershire, and Hinckley and Bosworth. You’ll listen carefully, work out what matters most, and make sure each person gets the right support quickly, whether that’s information they can use straight away or a referral to one of our advisers. As part of a new service, you’ll have a real chance to help shape how we work.

What your day-to-day will look like:

Speaking with clients by phone, online, or face to face to understand their situation and what help they need

Spotting urgent issues and signs that someone may need extra support, and acting on them promptly

Giving clear information and signposting so clients can take their next steps

Referring clients to the right adviser, service, or partner organisation

Keeping accurate, confidential records on our case management system

Handling sensitive personal information safely and in line with data protection rules

Working with figures such as income, debts, or percentages to help understand a client’s situation

Working closely with advisers and colleagues to keep the service running smoothly

About you:

You’re a good listener who can stay calm and kind when people are worried or upset

You have experience of giving advice or working with customers, clients, or the public

You understand why confidentiality matters and how to handle personal information safely

You’re comfortable working with numbers, including percentages

You can keep clear, accurate records, even when things are busy

You’re respectful and open to people from all backgrounds and walks of life

You believe in what Citizens Advice LeicesterShire stands for and want to help people in your community

We’re Disability Confident

Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.