Hybrid Triage & Support Advisor

Auriga Services Limited; Birmingham; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Permanent contract

3 positions available

Job summary

Auriga Services Limited is hiring a Triage Adviser to join a hybrid team in the Birmingham area. The role offers 37.5 hours per week, a permanent contract, and a starting salary of £26,228 per annum.

Office base is Birmingham City Centre and the post involves handling referrals and providing essential information to residents. The successful candidate will record all interactions accurately, determine eligibility and escalate safeguarding concerns as required, while supporting residents to

Qualifications

• Experience in customer service, contact centre, triage or advice support.
• Be prepared to obtain and maintain an enhanced DBS certificate.
• Explain services, confirm eligibility and communication needs.
• Record information accurately and use Office and databases confidently.
• Ability to stay calm in difficult conversations and escalate when needed.

Responsibilities

• Handle referrals and enquiries by telephone, email and digital portal.
• Explain the service, confirm eligibility and communication preferences.
• Ask clear questions to understand resident circumstances and needs.
• Identify urgency, vulnerability and safeguarding concerns and escalate if required.
• Provide signposting and basic information within the role's training.
• Direct residents to appropriate services and book appointments.
• Maintain clear AdvicePro records and manage callbacks until referral.
• Handle concerns and comply with data protection and safeguarding policies.

Skills

Customer service

Triage

Communication

Record keeping

Reasonable adjustments

Tools

Microsoft Office

Case management

Databases

Job description

Auriga Services Limited is hiring a Triage Adviser to join a hybrid team in the Birmingham area. The role offers 37.5 hours per week, a permanent contract, and a starting salary of £26,228 per annum.

Office base is Birmingham City Centre and the post involves handling referrals and providing essential information to residents. The successful candidate will record all interactions accurately, determine eligibility and escalate safeguarding concerns as required, while supporting residents to