Edinburgh, Edinburgh (On-site)
£20,000 - £23,000 per year
Permanent, Full-time
Job description

Job Description

Purpose of Role:

Working alongside the Money Advice Service, the role of Referral Administrator is to triage clients referred by the Scottish Welfare Fund, the Money Advice Helpline and for those clients who contact EFP direct.   In addition, the role involves general administrative tasks such as answering phone calls and emails, creating client records and arranging appointments with Money Advice Service advisers.

Responsibilities and Duties

  1. Advice work and support
  • Triage (Benefit check, energy referral, foodbank referral etc.) clients referred to the foodbank via Scottish Welfare Fund, Direct to EFP and MAS helpline
  • Signpost clients to external agencies and partner organisations
  • Verify client information for accuracy and make amendments when necessary
  • Create client records using Advice Pro  
  • Make clients aware of how their data is stored and used (GDPR)
  • Attend training relevant to the Financial Inclusion sector


  1. MAS Administrative
  • Create debt packs to be sent to clients
  • Scan and record letters received for advisers
  • Process stationery requests from advisers
  • Create template letters
  • Take minutes at team meetings


  1. Data reporting and statistics
  • Maintain referring agency and agent data on the TT database
  • Collate statistical data from AdvicePro
  • Complete client feedback questionnaire calls
  • Collate case studies of client success stories


  1. Other duties
  • Adhere to the policies and procedures of Edinburgh Food Project
  • Any other reasonable tasks as requested by the senior management team




Person Specification


Essential criteria


  • Experience in a fast paced administrative role
  • Ability to empathise with clients who have complex needs and are experiencing food poverty
  • Good critical thinking and research skills
  • Good interpersonal skills and case recording ability
  • Ability to establish and maintain good relationships with EFP staff, volunteers and partner agencies
  • Ability to communicate effectively with third parties on behalf of the client
  • Ability to work independently, under pressure, and with limited resources when required
  • Excellent communication and IT skills
  • Ability to prioritise weekly/daily workload, including referrals, to meet the needs of clients
  • An understanding of Data Protection and GDPR responsibilities


Desirable Criteria

  • Experience in an advice delivery (benefits and/or debt) in a paid or voluntary capacity
  • Experience and understanding of the voluntary sector
  • Demonstrable commitment to the aims and principles of Edinburgh Food Project


Entitlement to work in the UK

A job offer will be subject to confirmation that you are permitted to work in the UK in accordance with the provisions of the Asylum and Immigration Act 1996. You will be asked to provide evidence of your entitlement to work in the UK if you are successful and an offer of employment is made. Please note that Edinburgh Food Project does not hold a sponsor licence and, therefore, cannot issue certificates of sponsorship under the points-based system.

More about Edinburgh Food Project

Edinburgh Food Project was established in 2012 with the aim of reducing the effects of food poverty in Edinburgh by providing emergency f... Read more

Posted on: 09 May 2022
Closed date: 30 May 2022 at 12:00
Tags: Admin, Advice, Information

The client requests no contact from agencies or media sales.