Volunteer Reception Triage (Phone)

Musselburgh and District Citizens Advice Bureau
VO105939

The Reception Triage is the first point of contact within the bureau for our clients; they are part of our advice team but are not advisers. The Reception Triage will be responsible for ensuring the smooth running of our Reception phones, welcoming our clients and ensuring they receive excellent customer service from the moment they contact our bureau. They take steps to ensure that clients’ enquiries are managed effectively and record enough client information to allow the appropriate follow-up advice to be provided. Where additional support for the client might be available, they signpost to other local and national services. Additional tasks may include supporting completion of foodbank referrals.
What might you be doing?
Welcoming incoming clients appropriately and demonstrating good customer service
Signposting clients when required, to other organisations that are more appropriate to advise and support the client
Explaining CAB processes and timescales for dealing with enquiries
Gathering personal information from clients and the initial details of their enquiry
Performing administrative duties such as photocopying, scanning, etc. as required.
Updating the case recording system (database) with client information
Maintaining stocks of forms and printed materials
Take part in any training and development of skills/experience to be competent in role
Supporting other teams in the bureau to ensure efficient and effective delivery of the CAB advice giving service
Any other duties deemed appropriate to the role as and when required

Experience required

General Admin / Office Support;Phone Support / Information Giver

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Support

Training details

A mix of Elearning and Peer to Peer support

Restrictions

Minimum age: 16

Availability

Mon

Tue

Wed

Thu

Fri

Sat

Sun

Morning

Afternoon

Evening

Volunteers (aged 16-25) taking part in this opportunity are eligible to claim Saltire Awards hours for their activity.
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