Administrative Assistant
Citizens Advice Lincoln and Lindsey
Job details
Pay
- £22,512 – £23,353 a year
Job type
- Permanent
- Full-time
Shift and schedule
- Monday to Friday
Benefits
- Company pension
- Sick pay
Debt Call Centre – Debt Support Officer
Salary: Salary negotiable dependent on experience £23,353 fully competent
Full Time – 37.5 hrs, Weekdays as well as evenings and Saturday morning shifts
Contract term: Permanent
Main base: Lincoln
Start Date: Feb/March
Benefits include:
Pension: Nest Workplace Pension Scheme
Annual leave: 33 days paid holiday per year including bank holidays
Sick pay: Contractual
Hybrid working available
We have a great opportunity to join our new National Call Centre providing debt support to our debt advisers and clients.
Citizens Advice
Citizens Advice Lincoln & Lindsey offers free confidential, impartial advice. We give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. We help with everything from money issues to problems at work, housing to consumer rights.
Role Responsibilities
We are looking for well organised and customer focused Debt Support Officers to work alongside our Debt Caseworkers to carry out a range of activities that prepare the client to receive debt advice – such as supporting them to complete a budget in advance of an appointment and gathering all their paperwork – and progress their case after they’ve received advice.
Debt Support Officers also provide general administrative support such as dealing with incoming and outgoing post, managing SMS, e-signatures and electronic document upload requests, making referrals, ensuring records are updated in line with policy, liaising with clients and third parties.
The successful candidates will need excellent administrative, customer service and computer skills and a willingness training and be able work as part of a team, ensuring boundaries and confidentiality are maintained at all times.
Ideally, a background working with clients in a financial setting would be an advantage. However, if you feel you have the potential and transferable skills please apply.
How to apply:
Please submit your CV and covering letter and please ensure you complete the screening questions.
Job Description
Role profile:
Debt support officers work alongside debt caseworkers to carry out a range of activities that prepare the client to receive debt advice – such as supporting them to complete a budget in advance of an appointment and gathering all their paperwork – and progress their case after they’ve received advice.
Debt support officers also provide general administrative support such as dealing with incoming and outgoing post, managing SMS, e-signatures and electronic document upload requests, making referrals, ensuring records are updated in line with policy, liaising with clients and third parties.
Main duties and responsibilities:
Supporting clients:
- Be point of contact for clients across relevant channels as required
- Prepare clients for a debt advice session by contacting them in advance of their appointment outlining the expectations
- Helping clients gather information and complete their budget in advance of the appointment
- Collect information from creditors and utility companies to support the work of the adviser
- Processing information received from the client to contribute to the progress of their case
- Contact third parties to update them on the client’s situation or obtain information
- Contact the client post closure of their case to check on progress
Administration:
- Process inbound and outbound referrals to the service
- Facilitate the booking of appointments to other debt advice partners
- Sending appointment reminders, e-signature requests and SMS
- Obtain credit reports and information required for breathing space applications
- Ensuring case file has all required information before case closure
Training:
- Attend training where required
- To identify and develop your own learning opportunities
Contribute to the team:
- Contribute to the efficient working of the team in delivering against the project delivery requirements
Customer service:
- Handle contacts from clients within agreed timescales
- Support clients in a professional manner and with sensitivity and confidentiality to their situation
Management Information:
- Set up and maintain casework and other admin systems as required
- Maintain client records to required standards on the organisation’s management information system
Equality and Diversity:
- Ensure that work undertaken reflects and supports the service’s Equality and Diversity Strategy
IT Proficiency:
- Develop and maintain Information Technology proficiency to support your work requirements
Person specification:
Essential Criteria:
Customer service skills or experience of working with people
Able to work constructively as part of a team
Willing to learn and attend training and supervision.
Able to communicate effectively with clients
Able to maintain boundaries and keep confidentiality
Good computer skills
Able to undertake administrative tasks effectively
Desirable Criteria:
Experience of working with people with mental health issues, or people with disabilities.
Job Types: Full-time, Permanent
Salary: £22,512.00-£23,353.00 per year
Application question(s):
- Are you able to work shifts across 9am to 8pm Mon to Fri and Saturday from 9am to 1pm.
- Criminal convictions: having a criminal record will not necessarily bar you from working with CALindsey – much will depend on the type of job you have applied for and the background and circumstances of your offence. If you have any previous convictions not regarded as spent under the Rehabilitation of Offenders Act 1974 please provide details of the offence and the date of conviction
- Have you uploaded your Covering Letter (describing how you meet the person specifications) with this application? (Please note that applications submitted without a covering letter will NOT be considered).
- Are you a current client of Citizens Advice?
Education:
- GCSE or equivalent (required)
Experience:
- Administrative: 1 year (required)
- Customer support: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Application deadline: 19/02/2024
Expected start date: 04/03/2024
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