Crisis Resilience Triage Assessor

As a Triage Assessor, you’ll be the first person many of our clients speak to when they reach out for help. You’ll join our brand new Crisis Resilience Team, supporting people across Charnwood, North West Leicestershire, and Hinckley and Bosworth. You’ll listen carefully, work out what matters most, and make sure each person gets the right support quickly, whether that’s information they can use straight away or a referral to one of our advisers. As part of a new service, you’ll have a real chance to help shape how we work.

What your day-to-day will look like:

Speaking with clients by phone, online, or face to face to understand their situation and what help they need

Spotting urgent issues and signs that someone may need extra support, and acting on them promptly

Giving clear information and signposting so clients can take their next steps

Referring clients to the right adviser, service, or partner organisation

Keeping accurate, confidential records on our case management system

Handling sensitive personal information safely and in line with data protection rules

Working with figures such as income, debts, or percentages to help understand a client’s situation

Working closely with advisers and colleagues to keep the service running smoothly

About you:

You’re a good listener who can stay calm and kind when people are worried or upset

You have experience of giving advice or working with customers, clients, or the public

You understand why confidentiality matters and how to handle personal information safely

You’re comfortable working with numbers, including percentages

You can keep clear, accurate records, even when things are busy

You’re respectful and open to people from all backgrounds and walks of life

You believe in what Citizens Advice LeicesterShire stands for and want to help people in your community