About Us
Dundee Citizens Advice Bureau has been supporting people across the city since 1940, providing free, confidential and impartial advice to help people understand their rights, navigate complex systems and overcome challenges.
We are a busy, values-driven organisation with a team of 24 staff and 18 volunteers committed to improving lives and reducing inequality. In 2025, we supported 4,604 clients with 9,688 issues including debt, benefits, housing, energy, employment and consumer rights, helping to secure £1.92 million in financial gains for clients.
About the Triage Service
Our triage service is the first point of contact for many clients and plays a critical role in ensuring people are listened to, their needs are understood and they are directed to the most appropriate support.
In 2025, the triage service supported more than 79% of all clients accessing the Bureau and handled 4,426 client contacts, highlighting its vital role in delivering an accessible, responsive and client-focused advice service.
Triage enables us to manage demand effectively while maintaining a high standard of service. By identifying urgency, complexity and risk at an early stage, we can prioritise cases appropriately and ensure clients receive the right help at the right time.
Position Details
Job Title: Bureau Triage Assistant
Location: Dundee CAB, Level 4, Wellgate Centre, Dundee, DD1 1DB
Salary: £23,664 per annum
Hours: 33 hours per week over 4 or 5 days
Contract Type: Fixed term until 31 March 2027, subject to ongoing funding
Reports to: Support Team Lead
Closing Date: 29 June 2026
Interviews: Week commencing 6 July 2026
Purpose of the Role
To provide a welcoming and effective first point of contact for clients accessing the Bureau’s services. The role involves gathering key information, assessing needs and ensuring individuals are directed to the most appropriate support.
This is a busy frontline role requiring effective communication skills, sound judgement and the ability to respond to a wide range of client needs. The postholder will often be the first point of contact for clients and plays a key role in ensuring people receive the right support at the right time.
Key Responsibilities
Client-Facing Duties
- Provide a first point of contact for clients via telephone and in person
- Use sensitive listening and questioning skills to understand client needs
- Identify the urgency and nature of client issues and any support needs
- Ensure clients are directed to the most appropriate service or support
- Demonstrate empathy while maintaining professional boundaries
- Maintain a positive and professional image of the Bureau.
Appointment Management & Administration
- Coordinate and organise client appointments using an electronic appointment calendar system
- Provide administrative support to help the service run smoothly
- Record, update and maintain accurate information on the case management system for continuity of casework, information retrieval, statistical monitoring and report preparation
- Draft routine correspondence and take notes at meetings as required
- Maintain organised filing systems while ensuring discretion and security of confidential information.
Data Management & Reporting
- Record and maintain accurate statistical information
- Support reporting requirements and data returns
- Ensure compliance with GDPR and data protection standards.
Team Working & Communication
- Collaborate with colleagues and volunteers and relevant services to support clients
- Refer complex or urgent cases appropriately
- Contribute to the effective running of the service.
Supporting the Service
- Contribute to the smooth running of the service
- Support promotion of Bureau services
- Provide feedback to help inform service development and improvement
- Participate in relevant social policy work.
Professional Development
- Participate in training and development
- Attend team and staff meetings
- Maintain a commitment to continuous learning.
General Responsibilities
- Work within Citizens Advice principles and quality standards
- Comply with organisational policies and procedures
- Work flexibly to meet service and client needs
- Undertake additional duties appropriate to the role.
What Success Looks Like
- Clients feel welcomed, listened to and supported
- Clients are directed to the right service efficiently
- Records are accurate, consistent and up to date
- Appointments are well managed and service runs smoothly
- The service is accessible, responsive and well organised.
What We Offer
- Hybrid working arrangements
- Flexible 33-hour working week across 4 or 5 days
- No weekend working
- Generous annual leave entitlement (10 weeks per year)
- Office closure over the Christmas and New Year period
- Employer pension contributions
- Supportive team environment
- Comprehensive induction and ongoing training
- Opportunities for development and progression
- The opportunity to make a meaningful difference in the community.
Equal Opportunities Statement
Dundee Citizens Advice Bureau is an equal opportunities employer and welcomes applications from all sections of the community.
How to apply
The application pack and the application form can be downloaded from our website: https://dundeecab.cas.org.uk/bureau-triage-assistant. CV's will not be accepted. Applications should be returned digitally where possible. If you require information in an alternative format or need support with your application, please contact Lisa Brand at [email protected].
We look forward to receiving your application by the closing date of 29 June 2026.
Pay: £23,664.00 per year
Benefits:
Work Location: In person
