Client Services Apprentice

We'll provide all the training you need to thrive in a really friendly, busy place that makes a huge difference to people in our District. We provide advice about financial crisis, debt, benefits, housing, employment and family law. Our service is there for everyone and we often help people experiencing very difficult situations

Main Duties & Responsibilities:

You will be expected to time manage and prioritise your workload as appropriate in what is a very busy and fast paced organisation Enquiries are received via telephone, email, face to face and answer machine messages Following set procedures register all client enquiries on the national Citizens Advice electronic record keeping system, Casebook Maintaining confidentiality and complying with all national GDPR requirements liaise with advisers and relay information relating to ongoing and new cases as required Process food parcel and fuel voucher requests as appropriate
Open, record, scan and distribute incoming post Proofread, print and post outgoing mail and record as necessary ready for dispatch Ensure all incoming client documentation is scanned and added to their electronic data record notifying the relevant caseworker Process incoming referrals to the service registering clients on our electronic client database and follow set procedures Book both scheduled and one off appointments using our in house electronic system ensuring the client receives a text message with the relevant details Provide help, training and support to our volunteer advisers as needed You will​ ​maintain and work with all our administrative systems and procedures to ensure efficient working and compliance with Citizens Advice quality standards, our various funders, including the Money & Pensions Advice Service, Community Fund and our core funder, Lancaster City Council Any other administration tasks as requested by the Client Services Team Leader or Senior Management Team at Citizens Advice North Lancashire

Reception:

First point of contact for all clients accessing CANL via our reception area offering a welcoming, non judgemental and professional approach Triage as appropriate and provide information regarding the various different options for accessing advice from CANL Provide general information about the service as requested Prioritise and if required seek support from the daily duty person if you feel a client may be in crisis or a matter may be urgent Register clients as appropriate on our ‘in house’ client database Provide support to the Advice Navigators dealing with ‘drop in’ clients

Training Outcome:
Citizens Advice offers a structured training programme from apprentice to Advice Director and everything in between We have a huge range of training so if you're interested in learning about customer service and working in a charity we can train you in a variety of skills and tasks including specialist debt and housing work, and formal advice giving Citizens Advice is a great place to start if you're interested in a career in law or the charity sector

Employer Description:
Citizens Advice North Lancashire is a local charity supporting around 8,000 people each year in Lancaster and Morecambe. We give in depth expert advice to people in all areas of social welfare law including financial crisis, debt, benefits, housing, employment and family law. Our service is free, independent, impartial and always confidential.

Working Hours :
Monday - Friday, Shifts to be disclosed.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Administrative skills,Team working,Initiative,Non judgemental,Patience