• Act as a first point of contact.
• Support initially with email, and post enquiries accurately and in a time-pressured environment, moving to answering calls and returning voicemails.
• Support clients in a sensitive and empathetic way, to understand complexities they may face.
• Good decision-making skills and the ability to work independently
• Be able to work calmly and productively under pressure and keep to deadlines
• Helping clients navigate through the services and identify additional areas of support that may be of benefit
• To work with the team to manage tasks allocated through database work queues, complying with timescales
• Participate in meetings and training events as required
• Collect and authenticate applicant information to confirm eligibility, provide timely updates on progress, and support well-informed decision-making.
• Assess and recommend grants in line with policy, ensuring fairness, accuracy, and consistency.

• Strong communication skills and resilience – Ability to engage confidently and empathetically with people from various backgrounds via email
• Excellent administration skills – A strong eye for detail when assessing documentation
• Experience in CRM systems and record-keeping – Competence in logging information accurately and efficiently.
• Ability to work efficiently under pressure – Demonstrates speed and precision in handling tasks without compromising quality

• Hybrid working: Minimum two days per week in the office (Thursday and one flexible day)
• 34-hour work week (full-time)

What you need to do now

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