Client Services Officer

Citizens Advice Bury & Bolton (CABB) is a leading provider of legal advice and information, supporting thousands of clients every year. We are a busy, client focused and dynamic service with a track record of delivering high quality advice.

This is a central role within CABB – keeping the cogs of our busy advice service running smoothly. As a Client Services Officer, you will be friendly and welcoming. You will be the first point of contact for clients, and external stakeholders who access the service via any channel (face to face, telephone and digital). This can be a challenging but rewarding role with plenty of contact with our clients, volunteers and paid staff.

Our Client Services Officer team play a crucial role in the day to day running of our service. You will provide cover for our busy reception area, support clients who attend our drop-in sessions and process referrals which are received into the service.

The post holder will be able to manage a demanding and varied workload, demonstrate confidence, flexibility and an overall can-do approach to tasks.

Key tasks include:

• Provide a professional and welcoming reception-based service across all entry channels into CABB, taking appropriate messages and processing clients as required.
• Clearly explain our service delivery processes, support the timely flow of clients to advisers and manage waiting time expectations.
• Ensure ‘capture sheets’ are given to all clients attending drop-in, providing support to ensure accurate completion as required.
• Provide accurate and timely data into databases and case management systems.
• Provide clients with information and self-help packs, as appropriate.
• Assist with the appearance and upkeep of services by keeping reception/ waiting areas tidy, leaflets & information well-stocked and equipment operational (reporting any issues promptly).
• Maintain confidentiality at all times, in line with statutory requirements and office policies.
• To develop and maintain broad oversight and practical knowledge base of services provided by CABB

At CABB, we value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from disabled, Black, Asian and Minority Ethnic (BAME) as these communities are currently under-represented throughout Citizens Advice. We also welcome applications from, LGB and Trans and non-binary candidates.

To Apply

Here is the full job pack, which includes full details of the role and person specification.

Your CV & covering letter should be sent to jobs@cabb.org.uk, clearly stating the role you are applying for. 

Applications received after the closing date & time (see top of page), will not be considered.