Oxfordshire Advice Partnership Triage Adviser

Citizens Advice Ltd; Oxford; Hybrid; GBP 21,000 - 32,000; Full time

Job summary

Citizens Advice Ltd in the United Kingdom is seeking Telephone Advisers to join a multi-disciplinary team supporting clients across Abingdon, Didcot, Henley, Oxford, Thame, Witney, and surrounding areas. The role includes handling both telephone and email inquiries, performing initial eligibility triage, and signposting to appropriate services.

You will work in a hybrid model with remote elements and local face-to-face components where appropriate, supporting clients with benefits, debt, and

Responsibilities

• Be the first point of contact on the designated telephone advice line and email service for clients.
• Complete an initial triage to ascertain eligibility for the service and provide limited advice on benefits, debt and other welfare matters.
• Signpost or refer clients to other sources of help or to locality-based Advisers, Caseworkers, or other services as appropriate.
• Assist with referrals via the Oxfordshire Advice Navigator website and manage the common task list for clients.
• Handle voicemail requests and ensure callbacks are scheduled on the task list.

Job description

Job summary

Location Abingdon/Didcot/Henley/Oxford/Thame/Witney/Remote/Hybrid

As part of a team of Telephone Advisers and a wider team of Advisers and

Caseworkers you will be the first point of contact on the designated telephone

advice line and email service for clients. You will complete an initial triage to

ascertain eligibility for the service and where appropriate give limited advice on

benefits, debt and other financial and welfare matters. Callers who may be able

to obtain assistance from another, more appropriate agency or service will be

signposted on to other sources of help. Clients will be referred to the locality

based Advisers where a face to face appointment or home visit is appropriate, or to the Caseworkers for more complex advice and support.

Referrals will be made via the Oxfordshire Advice Navigator website, which will

provide signposting resources to trusted websites and services. Where the client

seeks a service, they will complete the online form which will populate a

common task list. Callers to the helpline will be asked to leave a voicemail which

will also be added to the tasklist for call backs.

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