Telephone Referral Officer

1 Year Fixed Term

Citizens Advice Milton Keynes is a local charity that helps people to resolve their legal, money and personal problems. The organisation has been providing free, confidential, and impartial advice since 1972 and helps approximately 10,000 local people every year.

Our Telephone Referral Officer (TRO) is the first point of contact between the bureau and the general public as well as other agencies. Their role is to assess a client’s needs and decide the best next step to help resolve the issue. They will also provide detailed advice over the phone, in addition to using self-help materials designed to empower clients to help themselves.

We are looking for an enthusiastic, committed and confident person to join our small, team of staff. The successful candidate will provide advice and support by telephone to local people, including those living in the community who could be considered ‘vulnerable adults’.

The TRO will also co-ordinate and process referrals from third party agencies who work with vulnerable people and advise local Advocacy services and Social Workers. In addition to this they will take calls from both people living in Milton Keynes and across other parts of the UK as part of our national advice line.

Applicants need to be 

• Computer-literate, although training on our case recording systems will be given.
• Confident in working to performance targets.
• Able to show good communications skills, both written and verbal. These are essential in the role, as are excellent customer service skills with a non-judgemental approach.

A background in advice giving is desirable but not essential. Full training will be provided. We may consider ‘job share’ arrangements for this post.

The successful Applicant/s will be asked to undergo a Disclosure and Barring Service (DBS) check.

For details on how to apply, please click on the Apply button.

Closing date: Friday 26th April 2019 at Midday  

Interviews: w/c Monday 20th May 2019