Administrator

Indicative Job Description & Person Specification

Administrator

Role Details

Typically £24,454  FTE (37 hrs)  pro-rata for part-time hours

Full time and part-time hours considered

Permanent

Travel across Leicestershire to branches and community venues, plus some home working

Service Manager / Service Supervisor

This role has no line management responsibilities

This role is subject to a basic DBS check

Purpose of role: 

To provide efficient and proactive administrative support to the service. This includes managing client appointments, conducting brief initial assessments, and maintaining accurate records.

The role is vital in ensuring that clients receive timely access to appropriate advice services and supports the team in delivering high-quality advice by managing key administrative processes.

Main Duties and Responsibilities

Client Support & Appointment Management

• Answer telephone calls, take messages, and refer calls where appropriate.
• Provide information to clients about Citizens Advice and other local/national advice services.
• Conduct brief initial assessments to determine client needs where required.
• Manage client task lists, prioritising callbacks and booking appointments.
• Coordinate and maintain electronic diaries, appointment systems, and reminders.

Administrative Systems & Record Keeping

• Maintain accurate records using the client management system (e.g., Casebook), ensuring data quality standards are met.
• Produce reports to a prescribed format as required.
• Maintain and archive physical and digital filing systems, including case records and supporting documents.
• Manage shared email inboxes, ensuring timely responses and appropriate escalation.

Office & Resource Management

• Monitor and order stationery, office supplies, and other resources as needed.
• Monitor and maintain office equipment, arranging servicing or repairs where necessary.
• Handle incoming and outgoing post, including scanning, uploading, franking, and distribution.
• Manage petty cash in line with Citizens Advice LeicesterShire’s financial procedures.
• Produce and format documents such as letters, spreadsheets, and standard templates using Google Workspace tools.
• Support with general administrative duties, including photocopying and filing.

Meetings & Communication

• Coordinate meeting and room bookings as required.
• Take minutes at meetings occasionally.
• Build and maintain positive working relationships with partner agencies.
• Coordinate visitor arrangements, including access and parking.

Research and Campaigning

• Contribute to local and national campaigns where appropriate (training will be provided).

Professional Development and Training

• Keep up to date with changes in policies, procedures, and systems relevant to the administrator role.
• Attend internal and external meetings as agreed with your Line Manager.
• Prepare for and participate in regular supervision and appraisal meetings.
• Complete mandatory training within specified deadlines.
• Attend additional training sessions as necessary to carry out your duties effectively.

Other Responsibilities

• Uphold the aims, principles, and equal opportunities policies of Citizens Advice.
• Adhere to relevant organisational policies, including data protection, confidentiality, and health & safety.
• Accommodate reasonable changes in working hours to meet business needs, including travel to branches across Leicestershire.
• Undertake any other administrative duties required to ensure the effective delivery of services.

Our Values

At Citizens Advice Leicestershire, everything we do is guided by our four core values. We expect all staff, volunteers and apprentices to demonstrate these in how they work

Person Specification

Committed to the aims, principles, and values of Citizens Advice LeicesterShire.

A

Able to travel to locations across Leicestershire.

A

Respectful and open to views, values and cultures different from your own.

A

Excellent communication skills, written and verbal, across a range of methods including face to face, telephone, digital platforms and email.

A, I

An understanding of confidentiality and data protection responsibilities, including safe handling of sensitive personal information in line with GDPR.

A

Able to plan and prioritise own workload, meeting deadlines and targets, with appropriate support.

A, I

Excellent IT skills across a range of applications, particularly with Google Workspace.

A, T

Excellent administrative and organisational skills.

I, T

Able to engage with clients in a warm, non-judgmental way, including those who are in distress or in vulnerable circumstances.

I

Able to work well as part of a team, with a flexible, self-motivated approach and the ability to work independently when needed.

I

Able to manage emotionally demanding work, sustain performance under pressure with appropriate support and maintain your own wellbeing over time.

I

Experience of working with client management systems (training on our case management system will be provided).

I

Measured by: 

A = Application Form I = Interview T = Test E = Extra activity

Home/Hybrid Working

For roles that include home working, it is a requirement that you have a reliable internet connection, a private space to work confidentially, and a safe, comfortable setup in line with our home working policy. You'll be trusted to manage your own time and work independently while remote. Because of restrictions on accessing our systems, your primary residence needs to be in England or Wales.