Triage & Client Support Specialist – Employment & Skills

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

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.