Triage and Client Support Officer

London Borough of Tower Hamlets; Greater London; Hybrid; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Salary £38,184

LGPS pension

Generous annual leave

Flexible working

Staff benefits & schemes

Learning & development

Job summary

London Borough of Tower Hamlets invites applications for a Triage & Client Support Officer within the WorkPath Employment & Skills Service. You will be the first point of contact for residents and employers, providing front-line triage, registering clients and directing them to suitable opportunities.

You will assess needs, maintain CRM records, and collaborate with advisers and providers to help people move into sustainable employment, skills development and training.

Qualifications

• Experience of assessing, screening, matching or advising jobseekers or customers seeking support services.
• Experience in a customer‑focused environment and managing competing priorities.
• Knowledge of the needs of jobseekers and the support available to help people move into employment, training or other positive outcomes.
• Strong communication and interpersonal skills, with a professional and confident approach to customer service.
• Good IT skills, including experience of Microsoft 365 and maintaining accurate records on databases or CRM systems.
• Commitment to equality, inclusion and supporting diverse communities.

Responsibilities

• Provide a professional front-line registration, triage and customer support service for residents accessing WorkPath services.
• Assess customer needs and connect residents to appropriate employment, training and support opportunities.
• Maintain accurate records using WorkPath's CRM and management information systems, supporting performance monitoring and reporting.
• Work closely with employment advisers, employers and training providers to support residents into sustainable employment and skills opportunities.
• Deliver high-quality customer service through face-to-face, telephone and digital channels while ensuring enquiries are resolved effectively and efficiently.

Skills

Assessing jobseekers

Customer service experience

CRM/databases experience

Microsoft 365

Communication skills

Equality & inclusion

Job description

About The Role

We are recruiting for a Triage & Client Support Officer to join our WorkPath Employment & Skills Service.

If you are passionate about helping local residents access employment, training and skills opportunities, committed to delivering excellent customer service, and have experience supporting customers in a fast-paced environment, we would love to hear from you. This is an exciting opportunity to play a key role in supporting residents, employers and partners across one of the borough's flagship employment and skills services.

In this role, you will:

• Provide a professional front-line registration, triage and customer support service for residents accessing WorkPath services.
• Assess customer needs and connect residents to appropriate employment, training, work experience and support opportunities.
• Maintain accurate records using WorkPath's CRM and management information systems, supporting performance monitoring and reporting.
• Work closely with employment advisers, employers and training providers to support residents into sustainable employment and skills opportunities.
• Deliver high-quality customer service through face-to-face, telephone and digital channels while ensuring enquiries are resolved effectively and efficiently.

About You

We are looking for someone who can demonstrate:

• Experience of assessing, screening, matching or advising jobseekers or customers seeking support services.
• Experience of working in a customer-focused environment and managing competing priorities.
• Knowledge of the needs of jobseekers and the support available to help people move into employment, training or other positive outcomes.
• Strong communication and interpersonal skills, with a professional and confident approach to customer service.
• Good IT skills, including experience of Microsoft 365 and maintaining accurate records on databases or CRM systems.
• A commitment to equality, inclusion and supporting the diverse communities of Tower Hamlets.

Experience of supporting recruitment campaigns or working with employers would be advantageous.

Our Benefits

• Competitive salary £38,184.
• Local Government Pension Scheme membership.
• Generous annual leave entitlement, plus bank holidays and additional Christmas closure days.
• Flexible and agile working arrangements where service needs allow.
• Access to staff benefits and money-saving schemes.
• Learning and development opportunities through our Learning Academy, with clear career development pathways.

About WorkPath

WorkPath supports Tower Hamlets residents to improve their skills, access training opportunities and secure sustainable employment. Working closely with employers, training providers and community partners, we help residents overcome barriers and fulfill their potential.

As a Triage & Client Support Officer, you will often be the first point of contact for residents and employers, making a real difference by ensuring people receive the right support at the right time.

If you are enthusiastic about helping people achieve their employment goals and delivering excellent customer service, we'd love to hear from you.

Join WorkPath and help residents take their next step towards employment, skills and career success.

About Tower Hamlets

Tower Hamlets is a truly unique borough at the heart of London - a place where history and innovation sit side by side. From the docks and markets that shaped the East End to the global business hub of Canary Wharf, we are proud to be one of the most dynamic, diverse, and ambitious communities in the UK. We are also one of the fastest growing and youngest boroughs in the country, offering unrivalled opportunities to make a real difference to people's lives. Our residents are energetic, creative, and resilient, and our council is committed to delivering the best possible services and opportunities for them.

Our award-winning new Town Hall in Whitechapel provides a modern, flexible workplace for our staff, right at the heart of the borough and directly opposite Whitechapel Tube and Elizabeth line station. It is more than just a workplace - it's a hub for collaboration, innovation and community, designed to bring out the best in our people.

As an employer, we put equality, diversity, and inclusion at the heart of everything we do. Our active Employee Network Groups celebrate and champion our workforce, helping to ensure that everyone feels a sense of belonging. Guided by our TOWER values - Together, Open, Willing, Excellent and Respect - we are building a positive, inclusive culture where colleagues can thrive.

At Tower Hamlets Council, you'll find exciting challenges, supportive colleagues, and the chance to shape one of London's most important and vibrant places. If you're looking for a role where you can see the impact of your work every day, then Tower Hamlets is the place for you.