Client Services Officer

Bradford and Airedale Citizens Advice & Law Centre are a leading provider of legal advice and information, supporting thousands of clients every year. We are a busy, client focused and dynamic service with a track record of delivering high-quality advice. This is a central role within the organisation. As a Client Services Officer, you will be friendly and welcoming. You will be the first point of contact for clients, and external stakeholders accessing the service via any channel (face to face, telephone and digital).

This can be a challenging but rewarding role with plenty of contact with our clients, volunteers and paid staff. Our Client Services Officer team play a crucial role in the day to day running of our service. You will provide cover for our busy reception area, support clients who attend our drop-in sessions and process referrals which are received into the service.

The post holder will be able to manage a demanding and varied workload, demonstrate confidence, flexibility and an overall can-do approach to tasks.

• We are interested to hear from people who ideally have experience of working within a similar client focused environment, where confidentiality is essential and are confident in dealing with clients who may be vulnerable or have multiple needs.
• The successful candidate will be supported through their on-the-job initial training period and encouraged to continually develop during their time with us.

Provide a professional and welcoming reception-based service across all entry channels into the service, taking appropriate messages and processing clients as required

Clearly explain our service delivery processes, support the timely flow of clients to advisers and manage waiting time expectations

Ensure ‘capture sheets’ are given to all clients attending drop-in, providing support to ensure accurate completion as required

Provide accurate and timely data into databases and case management systems

Provide clients with information, leaflets and self-help packs, as appropriate

Signposting clients when required, to other organisations that are more appropriate to advise and support the client

Assist with the appearance and upkeep of services by keeping reception/ waiting areas tidy, leaflets & information well-stocked and equipment operational (reporting any issues promptly)

Maintain confidentiality at all times, in line with statutory requirements and office policies

To develop and maintain broad oversight and practical knowledge base of services provided by Bradford and Airedale CALC

Undertake administrative tasks and functions, as required, to ensure the smooth running of our services

Take responsibility for ensuring data is inputted correctly

Performing administrative duties such as photocopying, scanning, etc. as required

Open, record and distribute incoming post, and prepare outgoing mail for dispatch and log all outgoing mail.

Ensure all referrals received into the service via any channel are responded to and processed accurately in a timely manner

Organising receipt of client paperwork and making sure it is complete before forwarding to our team of frontline advisers/assessors.

Maintain stocks of stationery, leaflets and posters, and order from suppliers

Maintain online and other electronic appointment diaries

Develop, and maintain, good team working relationships and communication between colleagues of all levels (paid and unpaid), both internally and externally

Work flexibly across the service, ensuring the evolving needs of the service are met

To assist with the development of the service locally, regionally and nationally, publicising work as and when necessary

Work with colleagues to maintain a positive working and learning environment, in which equality and diversity are well managed, dignity at work is upheld and volunteers achieve their full potential

Carry out other tasks within the scope of the post to ensure the effective delivery and development of the role

Proactively identify your own training needs in conjunction with your designated supervisor and be prepared to undertake required/ mandatory training

Liaise, as appropriate, with relevant outside agencies (voluntary and statutory), other Local Citizens Advice offices and other stakeholders

Be an active member of the wider team, acting and support colleagues in a collaborative way

To present a…