Our client a government funded organisation who give independent advice for residential leaseholders are looking for a Triage Adviser to join their busy and growing team.
18 month fixed-term contract with the possibility of becoming permanent.
Hybrid – 2 days office 3 days at home
Role Purpose
We are seeking a Triage Adviser to act as the first point of contact for individuals needing guidance on residential leasehold and park home matters. The role involves conducting initial assessments via telephone, web chat, email, and phone to direct clients to suitable resources, ensuring they receive accurate and timely advice.
The ideal candidate will be an empathetic communicator with strong problem-solving abilities, excellent organisational skills, and a genuine commitment to providing clear, accessible support to a diverse range of clients.
Key Responsibilities
Client Assessment & Support
* Conduct first line triage – through analysing written enquiries or initial interviews using sensitive listening and effective questioning techniques.
* Evaluate client issues using structured scripts, assessment tools, and online resources.
* Identify critical case information such as timelines, deadlines, and urgency.
* Clarify and summarise the core issue presented by the client recognising when more information is required
* Determine whether the enquiry is within remit.
* Determine the appropriate level of support, considering client capacity, issue complexity, and organisational resources.
* Provide tailored information or signpost clients to appropriate internal or external services following established protocols.
* Refer clients to advisers for follow-up appointments via phone, web chat, or email, as appropriate.
Case Recording and Administration
* Accurately record all client interactions and assessment details in the database.
* Collect and process client data in line with GDPR and confidentiality standards.
* Maintain comprehensive and up-to-date case records for continuity, statistical analysis, and reporting.
* Support research, evaluation, and campaign activities through data collection and record-keeping.
Teamwork and Professional Development
* Work collaboratively with colleagues and maintain a positive team environment.
* Attend team meetings, training sessions, and contribute to ongoing service improvement.
* Identify personal development needs and keep up to date with relevant legal, policy, and sector developments.
Technology and Systems Use
* Use internal IT systems effectively for casework, appointment booking, and data entry.
* Adhere to IT and data protection policies.
Core Competencies
1. Communication
* Active listening and empathetic engagement with clients.
* Clear, concise, and jargon-free verbal and written communication.
* Ability to handle sensitive conversations with tact and professionalism.
2. Administrative Skills
* High accuracy in producing and reviewing work.
* Effective use of office and database systems.
* Strict management of confidential client information.
3. Teamwork
* Respectful and professional interaction with clients and colleagues.
* Alignment with values, including equality, fairness, and respect.
* Positive team spirit and willingness to support others.
4. Planning and Organisation
* Ability to manage multiple tasks effectively and meet deadlines.
* Flexibility to adapt to changing priorities or urgent client needs.
5. Technology Proficiency
* Competent in word processing, typing, and use of IT resources.
* Adherence to IT policies and data security standards.
Desirable
* Legal qualification or relevant academic background (e.g. Law GCSE, A-Level, or Law degree).
* Knowledge of residential leasehold or park homes law in England and Wales.