Main duties and responsibilities Working with Clients Carrying out assessments of a client’s situation, including identifying emergency requirements and deciding on the next best step for the client Booking and rearranging clients money advice appointments via a range of channels Confirming client appointments via a range of channels Corresponding with clients as required Assist in conducting both verbal and written client satisfaction surveys and regular evaluation of the service Administration Manage referrals from partner agencies, booking appointments and giving feedback to referrer where agreed. Maintain AMSS diary and referral spreadsheet in conjunction with service leader, project workers and money advice administrators. Prepare charity applications, with supporting documentation, on behalf of clients as required. Liaise with clients, relevant charities, and AMSS & Money Advice Teamsrect, including any necessary follow up work Administer incoming and outgoing mail, prioritising the workload Update CRM systems to accurately input data, client information and outcomes Maintain task lists on CRM system, ensuring tasks are dealt with within a timely manner to meet quality requirements Setup case files Answer the telephones, deal with enquiries and refer appropriately Arrange meetings on behalf of the Service Leader as required, including staff meetings, take minutes and distribute final minutes after approval Prepare statistics/reports as required by Service Leader Maintain and order stationery supplies, ensuring adequate stock at all times Prepare and print outgoing post from the money advice printer Maintain, reference, record and produce filing systems in accordance with our archiving policy. Archiving/destroying when required Send and respond to emails Type letters, documents and reports as required Targets All reports and returns to be completed, signed off and submitted by deadlines Achieve set targets for completion of initial assessments Attend all planned supervisions and annual appraisal Other targets to be agreed Research and Campaigning Contribute to both local and national campaigns where appropriate Raise and submit evidence forms where client circumstances fit with campaigns Raise with clients (after consultation with line manager) the possibility of their involvement in campaigns Professional Development & Training Keep up to date with policies and procedures relating to the service and undertake appropriate training. Attend relevant internal and external meetings as agreed with your Line Manager. Prepare for and attend supervision and appraisal meetings. Attend internal and external training as may be necessary to carry out your duties Other duties and responsibilities Uphold the aims and principles of the Citizens Advice service and its equal opportunities policies. Keep up to date with policies and procedures relevant to the organisation and undertake appropriate training. Maintain good working relationships with all staff and volunteers Assist in the production of publicity materials or press releases and attend events to promote the debt advice service Support and mentor volunteers and new members of staff joining the team Ensure IT information assurance training is completed as required (currently annually). Abide by Health and Safety guidelines and share responsibility for own safety and that of colleagues. Be able to accommodate reasonable changes in working hours in order to meet the needs of the business. Any other duties as required to ensure the effective provision of the service.
Hours per week