Triage & Frontline Assessor — Hybrid/Travel

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

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.