Triage Adviser (3 positions available)

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

Triage Adviser (3 positions available)

• Job Salary: £26,228 per annum
• Team: Assist
• Contract Term: Permanent
• Location: Hybrid working (office base is Birmingham City Centre)
• Hours: 37.5 hours per week, Monday to Friday

Role Purpose: The Triage Worker will find out what help each resident needs, identify urgent or safeguarding concerns, provide basic information where appropriate and arrange the right specialist support. The role will keep clear and accurate records throughout.

Key Responsibilities:

• Handle referrals and enquiries by telephone, email, digital portal and warm handover within agreed timescales;
• Explain the service and confirm eligibility, consent, contact preferences and any communication or accessibility needs;
• Listen carefully and ask clear questions to understand the resident’s circumstances and the help they need;
• Identify financial needs, urgency, vulnerability and safeguarding concerns, taking immediate action or escalating where required;
• Give basic information and signposting within the role’s training and competence, without giving specialist advice beyond the role’s boundaries;
• Use the agreed triage process to direct residents to Primary Advice, Income Maximisation, Debt Advice, contract specialist support or an external service;
• Book appointments, explain next steps and tell residents what information or documents they may need;
• Manage callbacks and unsuccessful contact, and remain responsible until a referral or handover is accepted;
• Keep clear, accurate and timely AdvicePro records, including contact attempts, decisions, reasons, actions and outcomes, while checking for existing cases and avoiding duplicates;
• Handle concerns and complaints, provide information for reporting and help improve the service while following Auriga’s policies, including data protection and safeguarding

Requirements:

• Be prepared to obtain and maintain an enhanced DBS certificate;
• Have experience in customer service, contact centre, triage or advice support;
• Knowledge of welfare benefits, debt or financial inclusion is desirable;
• Listen carefully, ask clear questions and built rapport quickly;
• Communicate clearly with residents who may be vulnerable or need reasonable adjustments;
• Handle difficult and emotional conversations calmly and professionally;
• Be able to organise and prioritise work to meet deadlines and service standards
• Use sound judgement and know when to seek advice or escalation
• Record information accurately and use Microsoft Office, Case Management and databases confidently;
• Understand confidentiality, data protection and safeguarding