Trainee Triage Advisor

Trainee Triage Advisor

Location: Northampton

Salary: £9.90 per hour.

Job type: 37.5 hours per week. This role can also be based in Kettering. Flexible working hours/Job Share/Hybrid roles are available. Positions also available in Kettering. There is a need to be in the office/onsite visits 3 days a week. All roles require driver with use of a car.

The Company:

We are a professional and charitable organisation, with two key areas of focus:

• Supported accommodation for single homeless people in North Northants
• Impartial and life changing housing, debt and benefits advice

We empower individuals to move out of debt, out of hunger, out of poverty and out of homelessness. At Accommodation Concern we believe everyone deserves the right to live their best possible life.

The Role:

Are you looking for a new challenge with a growing organisation? Could you be our next Trainee Triage Advisor? In this role you will need to:

• Provide a professional triage service for all clients that approach the charity, identify and signpost to the correct advisor when case work is identified, ensuring all data is entered accurately on the Accommodation Concern Database

• Provide appropriate advice/casework as required to support the Advisors meeting the requirements of the Advice Service Alliance Standard for advice case work
• Deliver a professional, impartial and outcome focussed advice service to beneficiaries whilst working to Accommodation Concern Quality Standards, Policies and Procedures and Regulatory Requirements

Main responsibilities:

• Be the first point of contact for all beneficiaries contacting the organisation; by phone, email, social media or in person and ensure relevant referrals are made to the relevant advisor
• Identify beneficiaries needs, desired outcomes/actions, and appropriate prioritisation
• Provision of independent housing, homelessness, benefit, debt advice (and case work where appropriate)
• General level advocacy and negotiation on behalf of client to other agencies/ authorities
• Providing telephone advice as required
• Agree client needs and identify desired outcomes/actions
• To maintain the accurate recording of client contacts and feedback within statistical software packages
• Work in accordance with the AQS operating model for casework management
• To support your Line Manager to ensure that the Advice Centre remains compliant and meets all regulatory requirements eg CMA Debt centre & FCA

Experience:

• GSCE level or equivalent in English & Maths
• Relevant computer experience/IT qualification/ Level 2 IT qualification or equivalent experience
• Relevant customer facing experience
• Experience of displaying patience and the ability to remain calm in stressful situations

• Experience of having to be thorough and pay attention to detail

Knowledge and understanding:

• Ability to identify key issue that beneficiary presents with from complex information
• Ability to engage, build and develop relationships with people
• Ability to prioritise tasks, identify and work to deadlines and manage time effectively
• Ability to work independently and within a team whilst working professionally, innovatively and diligently
• Commitment and understanding of confidentiality
• Have attention to detail with high standards to work

Closing date: Monday 31^st October 9am

Interview date: Week of 7^th November

If you are interested, please click on the APPLY button to submit your CV and a cover letter for this role. Upon clicking apply, you will receive a full copy of the job description.

Candidates with the relevant experience or job titles of: Triage Advisor, Trainee Advisor. Care Advisor, Helpline Advisor, Customer Service Advisor, Customer Service, Admin, Administrator, Complaints Officer, Customer Support, Customer Service Executive, Customer Service Consultant, Customer Aid, Customer Support Advisor, Customer Services Officer, Client Services Support, Client Support Agent and Customer Services Administrator may also be considered for this role, Compliance, Procurement, Admin Assistant, Office Administrator, Administrator, Office Administration Assistant, Administration Clerk, Administrative Assistant, Office Coordinator, Receptionist, Secretary, Business Administrator, Support Administrator, Business Support, Executive Assistant, Personal Assistant, PA, Office Assistant, Office Coordinator, Office Manager, Clerk, Business Administrator, Finance Administrator, Finance Assistant, Accounts Assistant, Accounts Administrator, Learning and Development Administrator, may also be considered for this role.