Office Administrator - Harrow, United Kingdom - Harrow Citizens Advice Bureau Services Limited

Description

Role purpose

To provide administration support to the Macmillan Welfare Benefits Advice Service, ensuring all enquiries receive a sympathetic and professional welcome to the service.

Support the Macmillan project with initial triage and referral to other services where appropriate, appointment booking, data entry, writing statistical reports, monitoring, and other administrative duties.

To provide administration support to Citizens Advice Harrow workforce whenever required which can include reception duties, appointment booking, data entry and other administrative duties.

Key work areas and tasks:


Administration

• Liaising with medical professionals to obtain further information or evidence for referrals
• Referring clients onto colleagues or other agencies as appropriate for specialist help with issues that fall outside the remit of the service, including housing, debt and employment.
• Assisting Caseworkers in managing their administration such as timesensitive submissions and ensuring the smooth processing of appeal bundles, evidence, and other forms of correspondences. This includes management of caseworker diaries to help facilitate both Advisers and Caseworkers elements of their roles.
• Assisting with the advertisement and publicising of the Macmillan Welfare Benefits Advice Service.
• Using IT for statistical recording, record keeping and document production. This includes writing statistical reports, newsletters, and regular team updates.
• Creating and maintaining filing systems in accordance with organisation systems and procedures.
• Open, record and distribute incoming post, and prepare outgoing mail for posting.
• Maintaining of stock and ordering stationery supplies.
• Minute meetings as and when required.
• Liaise with other agencies in the delivery of the service as required.

Professional development

• Remain abreast of best practice with regard to advice work and cancer.
• Attend relevant internal and external meetings as agreed with the line manager.
• Prepare for and attend supervision sessions, team meetings, staff meetings as appropriate.

Other duties and responsibilities

• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
• Demonstrate commitment to the aims and policies of the Citizens Advice service.
• Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.
• Ensure that work undertaken reflects and supports the Citizens Advice

service's equality and diversity strategy

• Keep up to date with policies and procedures relevant to bureau work and undertake appropriate training.
• Ensure all compliance training (inc. GDPR) is completed, maintained and followed at all times.

Person specification
Criteria Essential 1. Excellent communication skills including being able to communicate effectively in writing, in person and over the telephone 2. Good numeracy skills and a high level of literacy required 3. Proficient at using IT; including Microsoft Office software, and navigating online provisions 4. Able to research, analyse and explain complex information 5. Demonstrable experience of effective time management, organisational skills, and working within a fast-paced setting 6. Understand the issues involved in interviewing vulnerable clients 7. Must have a friendly and approachable manner with the ability to remain calm in stressful and emotional situations 8. Flexible approach and willingness to work as part of a team 9. Confident in dealing with people both in groups and individually 10.Ability to monitor and maintain own standards 11. Flexibility about travelling to outreach locations and attend meetings

Desirable 1. Experience or understanding of the administration surrounding welfare benefits 2. Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively 3. Evidence of successful collaborative working with other partners to the benefit of service users and organisations 4. Understand and empathise with the aims and principles of the Citizens Advice Harrow's service and its various policies


Salary:
£23,513.98 per year


Schedule:

• Monday to Friday

COVID-19 considerations:
We follow the government guidelines on pandemic.

We take the necessary measures to ensure that the workstations and office environment are cleaned and disinfected on a regular basis.