Citizens Advice
CLA Triage Worker
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Start a career that makes a real difference.
Are you a great communicator who enjoys helping people navigate complex situations? Do you want a career where your work has a genuine impact on people's lives?
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We're looking for CLA Triage Workers to join our Civil Legal Advice (CLA) team. This is an exciting opportunity to become the first point of contact for people seeking advice on discrimination and education law, helping them understand their rights while building a rewarding career in legal advice.
No previous legal experience? That's okay. If you have excellent communication skills, enjoy problem-solving and are passionate about supporting others, we'll provide comprehensive training and clear opportunities to progress into a Trainee Caseworker and, ultimately, a Caseworker role.
What you'll be doing
Role
As a CLA Triage Worker, you'll play a vital role in helping people access the support they need. Every day will be different as you:
- Speak with clients on our national Civil Legal Advice telephone service.
- Listen carefully, understand their circumstances and identify how we can help.
- Provide Accurate, Impartial Information About Legal Rights And Responsibilities.
- Deliver an outstanding client experience with empathy, professionalism and respect.
- Support our legal team by carrying out research and preparing documentation where needed.
- Help identify emerging issues affecting our clients to support wider campaigning and policy work.
- Maintain accurate case records and work within legal aid requirements.
Get help with your application
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What we're looking for
You'll Be Someone Who
- Communicates clearly and confidently with a wide range of people.
- Can explain complex information in a simple and accessible way.
- Is organised, accurate and able to follow processes.
- Is confident using IT and digital systems.
- Has a genuine commitment to helping others and delivering excellent customer service.
Experience in advice work or knowledge of discrimination or education law is welcomed but not essential—we'll give you the training you need to succeed.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills