Administration & Customer Service

Citizens Advice Swale

In office or remotely as appropriate:

  • Process documents – to include photocopying, scanning, emailing, storing on Google Drive etc
  • Open, record and distribute incoming post; prepare, record and dispatch outgoing post
  • Conduct any necessary filing, attaching documents and records as required
  • Type letters, emails, documents and reports as required
  • Monitor stationery stock and resources as necessary
  • Ensure archives are maintained and updated when required
  • Process confidential information appropriately

Providing excellent customer service and front-of-house support where relevant through:

  • Acting as a first point of contact for clients and third parties contacting Citizens Advice Swale by telephone, email or in person
  • Liaising with clients and third parties in writing, by telephone or email as requested by managers or other appropriate staff members
  • Supporting the coordination of client appointments using agreed diary systems
  • Helping to update and maintain client case records
  • Assisting in archiving client files in accordance with agreed protocols
  • Distributing appointment reminders and messages as necessary
  • Collating and recording complaints and compliments as they occur

Liaising with project teams (particularly Debt Advice) to ensure the effective operation of these projects by:        

  • Arranging appointment bookings for clients and maintaining calendars
  • Conducting initial contacts with clients as directed by project team members
  • Completing initial client assessments by; interviewing clients, identifying emergency situations and ensuring clients can access the appropriate support to resolve their problem
  • Contacting third parties to update them on the client’s situation or obtain information
  • Completing straightforward forms, either paper or online versions to support the client in claiming charitable help or accessing additional support from key service providers such as utility companies
  • Supporting and encourage clients to access digital information relevant to their case including support with using online template letters, budgets and benefit calculators
  • Collect information from third parties where appropriate to assist project workers
  • Drawing up a personal budget of the client’s income and expenditure including by helping the client to access relevant information such as income and benefit details
  • Where appropriate, following up with clients to ensure they provide key information in a timely manner
  • Providing follow up work with clients and closing of cases when appropriate
  • Supporting the preparation of standard letters and administering the case system
  • Passing on client and third-party messages

By organising and coordinating internal and external events such as the Annual General Meeting, trustee Board and sub-Committee meetings, staff training events including:

  • Sourcing/booking accessible rooms/venues or ensuring online sessions are blocked and attendees

advised of log in details

  • Monitoring calendars of events to avoid clashes
  • Arranging catering requirements when necessary
  • Ensuring documents are available to relevant people in advance of scheduled meetings
  • Sending out invitations and receiving/recording responses
  • Notifying of any cancellations/rearrangements
  • Taking notes and creating or circulating minutes

By investigating and developing our data collection, interpretation and presentation to support our publicity and campaigning activities through:

  • Inputting statistical data and information into spreadsheets and databases
  • Creating charts and tables for a variety of audiences
  • Collating and reporting social policy issues generated by advice activities
  • Creating social media content to promote our services and inform the community
  • Designing and circulating posters, leaflets and information materials as required

Supporting the IT needs of the organisation

How do I secure a placement?

If you are 16-24 and receiving Universal Credit, talk to your Jobcentre Plus work coach about the scheme. They will be able to tell you if you’re eligible and if there are any Kickstart opportunities coming up.

If there is a live vacancy you are interested in please contact your Jobcentre Plus work coach.