Information-based support roles

Citizens Advice LeicesterShire; England; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Citizens Advice LeicesterShire is seeking a Triage Assessor to provide Tier 1 access, initial assessment and triage across Leicestershire, with some home working. You will signpost, record outcomes and support clients with urgent needs, while coordinating with Tier 2 and Tier 3 specialists.

You’ll work without line management, undergo a basic DBS check, and contribute to learning and development while meeting targets and delivering high-quality advice.

Qualifications

• Experience delivering advice in a client-facing role.
• Confidentiality and data protection responsibilities including GDPR.
• Excellent IT skills across a range of applications, particularly Google Workspace.
• Ability to listen carefully, extract key information, and identify priority or time-sensitive issues.

Responsibilities

• Assessments: use active listening to understand needs, identify information, and determine level of support.
• Administration: attend meetings, manage workload, and maintain records within timelines.
• Targets: work toward agreed targets and inform line manager of difficulties.
• Learning and Development: participate in training and complete mandatory learning on time.
• Research and Campaigning: contribute to local and national campaigns by sharing information.
• Other Duties and Responsibilities: uphold CAB values, participate in supervision, and support service delivery.

Skills

Active listening

Communication skills

Teamwork

Problem solving

Attention to detail

Tools

Google Workspace

Case management system

Job description

Indicative Job Description & Person Specification

Triage Assessor

Typically £25,000 FTE (37 hrs) pro-rata for part-time hours Salary evaluations underway which may result in some salaries being re-evaluated - no salaries will be decreased

Full time and part-time hours considered

Contract

Permanent

Location

Travel across Leicestershire to branches and community venues, plus some home working

Line Manager

Service Manager / Service Supervisor

People Management

This role has no line management responsibilities

DBS Check

This role is subject to a basic DBS check

Purpose of Role

Our client-facing advice services are delivered through a tiered model, with each tier reflecting the level of complexity and expertise required to support clients effectively. This role forms part of Tier 1 within the structure.

Tier 3 – Specialist Advice & Complex Casework

As a Triage Assessor, you’ll deliver Tier 1 access, initial assessment, triage and support. You will service as the first point of contact, ensuring clients’ immediate needs are identified, emergency issues are triaged, and individuals are seamlessly routed into Tier 2 sustained Casework or Tier 3 Specialist intervention.

Main Duties and Responsibilities

Assessments

• Use active listening and questioning skills to understand what each client needs, identifying key information such as time limits, important dates and any requirement for urgent advice or action.
• Consider the complexity of the issue and how much the client is able to do themselves, then agree on the most appropriate level of support together.
• Signpost and refer clients to the right services, internally and externally, making sure they know what to expect next.
• Keep clear records of each assessment on our client management system, completing these within target timelines.

Administration

• Attend internal and external meetings as agreed with your line manager.
• Prepare for and attend supervision sessions and team meetings.
• Manage your workload using task lists to make sure work is completed, deadlines are met and cases are closed in good time.
• Contribute case studies for reporting purposes when needed.

Targets

• Work towards agreed targets for your role, keeping your line manager informed if you run into any difficulties.

Learning and Development

• You’ll be supported to learn our client management system and advice resources so you can find, interpret and communicate the right information with confidence.
• Stay up to date with changes to advice, policies and procedures, and take part in training - making sure any mandatory training is completed on time.
• Take ownership of your own development by seeking out learning opportunities, including reading relevant publications.

Research and Campaigning

• Play an active part in local and national campaigns by sharing relevant information, working closely with your line manager.

Other Duties and Responsibilities

• Share our commitment to the aims, principles and values of the advice service.
• Prepare for and participate in regular one to one supervision and team meetings.
• Take on any other tasks within the scope of your role that support the effective delivery and development of the service.
• Look after yourself and your colleagues by following our health and safety guideline s.

Our Values

At Citizens Advice Leicestershire, everything we do is guided by our four core values. We expect all staff, volunteers and apprentices to demonstrate these in how they work

Person Specification

Criteria

Essential / Desirable

Measured by

1

Committed to the aims, principles, and values of Citizens Advice LeicesterShire.

A

2

Able to travel to locations across Leicestershire.

A

3

Respectful and open to views, values and cultures different from your own.

A

4

Excellent communication skills, written and verbal, across a range of methods including face to face, telephone, digital platforms and email.

A, I

5

Able to plan and prioritise own workload, meeting deadlines and targets, with appropriate support.

A, I

6

Excellent IT skills across a range of applications, particularly with Google Workspace.

A, T

7

Able to work with numbers, including percentages.

A, T

8

Experience of delivering advice formally or working in a client-facing or customer-facing role.

A

9

An understanding of confidentiality and data protection responsibilities, including safe handling of sensitive personal information in line with GDPR.

A

10

Able to listen carefully, extract key information, and identify priority or time-sensitive issues.

I, T

11

Able to maintain clear, accurate, and timely records of work carried out with or on behalf of clients.

I

12

Able to receive and act on feedback professionally, and to challenge constructively when appropriate.

I

13

Able to engage with clients in a warm, non-judgmental way, including those who are in distress or in vulnerable circumstances.

I

14

Able to work well as part of a team, with a flexible, self-motivated approach and the ability to work independently when needed.

I

15

A willingness to learn and develop, including completing the Certificate in General Advice (full training provided).

I

16

Able to manage emotionally demanding work, sustain performance under pressure with appropriate support and maintain your own wellbeing over time.

I

17

Experience of working with client management systems (training on our case management system will be provided).

I

Measured by:

Home/Hybrid Working

For roles that include home working, it is a requirement that you have a reliable internet connection, a private space to work confidentially, and a safe, comfortable setup in line with our home working policy. You'll be trusted to manage your own time and work independently while remote. Because of restrictions on accessing our systems, your primary residence needs to be in England or Wales.