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Page 18 of 47
Birmingham, West Midlands (Hybrid)
£27,000.0 pro rata
Full-time or part-time (mixed)
Temporary (9 months fixed term contract)

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

Fuel Bank – Triage Support Advisor

Location – Remote based role with occasional travel to the Midlands for team meetings & training.

Hours – Part & Full Time Positions. F/T – 37.5 hours Monday to Friday. P/T 18.5 hours flexible Monday to Friday to suit the needs of the charity and individual’s work life balance. 

Salary - £27,000.00 pro rata

Are you a confident communicator with strong administration skills? Are you happy to work in a busy reactive role processing queries and applications? Are you flexible, empathetic and able to deliver great customer service to our clients via email and telephone interactions?

Fuel Bank Foundation is the only UK charity to focus on the challenges of people living in fuel crisis. We provide emergency financial support through our network of partners who identify people who cannot afford to pre-pay for their energy.

As Triage Support Adviser at Fuel Bank Foundation, you will be the first point of contact for beneficiaries, partners, or referral agencies seeking assistance. Your primary responsibility will be to assess needs, gather essential information, and direct each query to the appropriate team or resource. You’ll play a critical role in ensuring that those in need receive timely and accurate support, helping maintain smooth day-to-day operations within the Foundation’s support services.

Key Responsibilities

Initial Contact & Needs Assessment

  • Inbound Enquiries: Respond to incoming calls, emails, or online requests, providing a welcoming and empathetic first point of contact.
  • Information Gathering: Ask relevant questions to understand the nature of each enquiry—whether a client needs immediate fuel assistance, advice, or referral to another service.
  • Basic Eligibility Checks: Perform preliminary assessments to confirm a caller’s eligibility or direct them to the right partner agencies.

Triage & Referral

  • Case Prioritisation: Quickly identify urgent cases (e.g., no heating supply, extreme vulnerability) and escalate them as needed to senior colleagues or specialized services.
  • Routing Calls/Emails: Forward complex queries or those requiring in-depth guidance to the appropriate department (e.g., Customer Support, Policy & Impact, Finance for voucher-related questions).
  • Follow-Up Coordination: Log essential details for each interaction, ensuring smooth handovers and timely follow-up by the relevant team member.

Data Entry & Record Keeping

  • Database Management: Accurately input beneficiary information into the Foundation’s CRM or case-management system, maintaining up-to-date records in line with data protection policies.
  • Documentation: Keep clear notes on calls, emails, and web form submissions, tagging them with relevant categories (e.g., urgent, general enquiry, advice request).
  • Reporting: Support team leads by generating basic reports or summaries on enquiry volumes, types of requests, or common issues.

Communication & Collaboration

  • Liaise with Colleagues: Update other teams or managers about trends in call types or emerging issues that might require policy changes or additional resources.
  • Team Support: Assist in scheduling, task delegation, or administrative tasks when needed, contributing to a well-coordinated triage function.
  • Stakeholder Engagement: Occasionally interact with partner organisations, local agencies, or other charities to exchange referral information or confirm assistance protocols.

Quality & Compliance

  • Adherence to Policies: Follow all internal guidelines, including safeguarding, confidentiality, and data protection (GDPR).
  • Continuous Improvement: Identify recurring enquiry patterns or potential service gaps, suggesting improvements to triage processes.
  • Professional Development: Stay informed about any updates in the charity’s programs, fuel poverty regulations, or relevant partner services.

What will you receive in return:

· Support from a team of like-minded individuals who will support you to succeed in the role.

· Annual leave entitlement of 27.5 days (FTE), plus bank holidays plus the option to buy/sell extra days.

· A flexible working week to ensure work life balance.

· Enhanced pension contributions.

· Equal opportunity employers.

· Full onboarding programme with ongoing training and development opportunities.

Posted by
Fuel Bank Foundation View profile Organisation type Registered Charity Company size 21 - 50
Posted on: 21 August 2025
Closing date: 20 September 2025 at 18:00
Job ref: FBF006
Tags: Administration, Energy, Safeguarding

The client requests no contact from agencies or media sales.