Job Description

Role Overview

As a Business Support Team Member at Citizens Advice Allerdale, you will play a vital role as the first point of contact for clients engaging with our service; whether by phone, in person or online. You will be responsible for creating a welcoming, compassionate, and professional environment for all individuals seeking support, ensuring they feel heard, respected, and directed to the right resources or advice services.

In addition to client-facing duties, you will provide comprehensive administrative support to maintain the smooth, effective running of our daily operations. This includes managing appointments, maintaining accurate records, supporting data collection and reporting, handling correspondence, and helping to ensure our systems and processes are up to date and efficient.

This is a varied, dynamic, and fast paced role that requires strong communication and interpersonal skills, excellent attention to detail, and the ability to remain calm and organised under pressure. You'll be at the heart of the client journey; offering initial information, facilitating access to advice, and collaborating closely with advisers and volunteers to uphold our values and service standards.

You will help clients navigate complex or distressing issues, often during vulnerable times in their lives, and your ability to listen, empathise, and act with discretion will be essential. You'll also contribute to a positive working environment supporting colleagues, upholding confidentiality, and promoting fairness and impartiality in all aspects of your work.

Why Join Us?

At Citizens Advice Allerdale, your work will have a genuine and lasting impact on the lives of local people. Every day presents an opportunity to help someone in need; whether by providing a calming voice at a difficult moment, helping them access the advice they need, or ensuring our services operate smoothly behind the scenes.

You'll be joining a supportive, mission driven team that values diversity, inclusion, empathy, and integrity. We are committed to your development and wellbeing, and we believe that every team member has a key role to play in delivering high quality, accessible, and empowering support to our community.

Skills and Experience

Essential Criteria:

Recent experience in a customer facing administrative, customer service or reception role. Strong IT and data entry skills, with experience using online systems. Excellent verbal communication and telephone manner. Able to maintain structured filing and record keeping systems. Confident in handling confidential or sensitive information appropriately. Friendly, approachable, and compassionate attitude. Organised, detail oriented, with good time management skills. Effective communicator, both verbally and in writing. Proactive team player with a client focused mindset. Skilled in using IT systems and adaptable to new software.

Desirable Criteria:

A basic understanding of Citizens Advice services. Awareness of the needs of vulnerable client groups. A basic knowledge of discrimination issues and a commitment to equality principles. Familiarity with case management systems. Ability to contribute to service improvement and client feedback processes. A basic knowledge of the third sector and the different third sector organisations operating in West Cumbria. A basic knowledge of social policy.

We welcome and encourage applications from individuals who may not meet every requirement listed.

If you are passionate about making a difference and believe you have the potential to thrive in this role, we would love to hear from you. Training and support will be provided to help you develop the skills needed.

If you would like an informal discussion about the role, please contact us via email at job.applications@citizensadviceallerdale.org.uk

To apply for this role, please submit your Indeed CV. We will then send you an application pack with more information.

Job Type: Part-time

Pay: 14,612.00 per year

Expected hours: 22.5 per week

Benefits:

Casual dress Free parking On-site parking Transport links
Schedule:

Day shift No weekends
Language:

English (preferred)
Work Location: In person

Application deadline: 04/07/2025
Reference ID: BST2025