Citizens Advice Merton and Lambeth is the leading advice charity supporting individuals and families across the London boroughs of Lambeth and Merton. We provide a range of information, support and advice services. We also work to raise awareness and understanding of the challenging issues affecting our clients and communities.
We are looking for a full-time Information Support Officer to join our team.
If you are passionate about supporting individuals and families in need, have excellent communication skills and are interested in joining a dedicated professional team we would love to hear from you.
Aims of the Information Team
Our Information team are the first people clients meet when they visit one of our offices. Information staff and volunteers explain our services, help people feel welcome and provide information support. The Information team also support client liaison.
Information team members are often able to help clients there and then, supporting them access information they need using our website and other sources of information, or suggesting services that can help.
For clients with more complex problems, the Information team liaises with our services/teams for a client assessment and or service appointment.
As an Information Support Officer you will:
- Use your skills and experience to help others in need
- Receive comprehensive induction and ongoing training
- Support our Information Volunteers
- Report to CAML’s Information Manager
- Daily check of premises to ensure fully supplied for clients and team
- Liaise with Finance and Administration Officer re office supplies
- Support both client liaison and charity administration
- Be part of a friendly and supportive charity team
Locations
This role provides face-to-face support five days a week across the charity’s three offices/premises in Lambeth (Kennington) and Merton (Mitcham and Morden). Our offices are well connected for public transport, and the office in Mitcham has a car park. This role will be primarily based in Lambeth office (likely 3 days a week) with remainder of the week in Mitcham and/or Morden.
Specific Responsibilities
- Ensure clients receive a professional and quality Information service
- Ensure Information volunteers are supported when volunteering with us
- Work closely with our Information Manager and Advice Supervisor
- Work with the wider charity team and other organisations to ensure clients are supported with related advice issues
- Support charity administration
- Ensure all work is fully compliant with our policies and procedures
- Assist and contribute to charity’s communications, research and campaigns work
- Professionally represent Citizens Advice Merton and Lambeth
- Other duties as requested by Information Manager or senior management team.
Professional Development
The successful applicant will receive comprehensive induction to the charity and our work. We support team members in their professional development to ensure we’re up to date with latest national policy and legislative changes and charity policies and procedures and undertake appropriate training as agreed with your line manager (Information Manager).
Person Specification
- Experience of working with the public in a face-to-face role (essential)
- Experience of working with volunteers (essential)
- Excellent communication skills (essential)
- Excellent administrative skills (essential)
- Experience of using and navigating recognised support websites (desirable)
- Knowledge of Casebook or client management system (desirable)
- IT competency and experience
- Ability and willingness to work as a team
- Understanding of, and commitment to, the aims and principles of the Citizens Advice service and our equality and diversity policies.
Terms and Conditions
- Permanent, full time
- £21,500 per annum
- Annual Leave: 25 days per year, plus a CAML Charity Day, plus public holidays
- Pension: The charity operates a pension scheme
- Child vouchers: The charity offers a child voucher scheme
- The charity offers an employee assistance programme
If you’re interested in the role and joining us, we would be delighted to hear from you. Please read the full job description and the Application Guidance Notes. Please send the completed Application Form and Equality and Diversity Form to recruitment@caml.org.uk. (please note we will not consider CVs for this role).
The deadline for applications is 6pm, Monday 23 May 2022. Shortlisted applicants will be invited to an interview on Friday 27 May. If you do not hear from us, please accept our thanks for your interest in working for us and note that your application has been unsuccessful.
We are registered with the Information Commissioner’s Office and will process your personal data in accordance with the General Data Protection Regulation and Data Protection Act 2018. Please refer to our online Privacy Policy at www.caml.org.uk for more information on how your personal data will be processed and stored.