Hybrid Crisis Triage Specialist

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

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