Triage Co-ordinator

  • Salary details: £28,000- £31,000 FTE per annum
  • Location: Hybrid – Rugby office/homebased
  • Hours per week: 30 hours pw (part time)
  • Vacancy type: Permanent

who are we? 

As an occupational charity, we help the ICAEW community thrive by equipping individuals with the practical, emotional, or financial tools to manage whatever’s in front of them, from everyday situations to exceptional life-changing circumstances. 

Our vision is that everyone in the ICAEW community can fully participate in life. 

your role at caba 

provide triage and administrative support to our direct support team, managing multiple enquiry channels, referral forms and invoices for service users accessing support through our service partners and updating their records on our CRM to ensure we have accurate records to enable them to deliver efficient and effective support to service users.

your key responsibilities 

service user support

  • confirm service user eligibility for caba’s services and financial assistance
  • deal with service users who may be vulnerable, living with a physical or mental health condition, in financial hardship, long-term sickness and crisis situations
  • complete and submit partner referral forms within 2 working days using information on our CRM so that service user can access services in a timely, professional and friendly manner
  • answer telephone calls received by the charity, answering queries and redirecting calls in a professional and friendly manner

CRM database

  • create new and accurate electronic service user files and assist the team in maintaining accurate records by inputting data to the caba CRM database
  • ​​​​​​​update CRM records of service user cases, closing them down when service provision has been completed
  • ​​​​​​​email service users updates and key information about the services they are receiving from the charity to keep them informed and able to fully participate

general administrative support

  • create, update, and maintain support service purchase orders and usage, liaising with the service providers accounts teams when appropriate
  • provide administrative support to the support fund meeting (SFM) Team meeting, ensuring that decisions regarding payments are recorded in detail
  • provide administrative support to our team of Support Officers by managing post and contributing to the smooth running of our internal support services
  • provide administrative support to our case management officer by completing referrals to partner services

to be successful, you’ll have:  

  • understanding of a range of issues faced by service users such as mental health, benefits, housing, care and debt
  • un understanding of safeguarding, confidentiality and data protection procedures.
  • a knowledge of office administration needs in a service delivery setting
  • good working knowledge of CRM systems including updating information, retrieval, creating reports and interpreting data
  • able to work to agreed objectives and within caba’s procedures and processes.
  • able to work calmly, plan and manage own workload and meet deadlines. Be able to contribute to the work of colleagues to ensure continuity of service and support to service users. Excellent IT skills including the ability to use Microsoft Teams, Dynamics and Excel confidently
  • excellent written and verbal communication skills including the ability to keep accurate records with great attention to detail
  • experience in using case management and accounting systems including input and retrieval of data.
  • administration experience including ability to manage needs of a large team
  • strong numerical skills including experience of working with databases and spreadsheets.
  • experience of resolving admin, process, and accounting queries.
  • experience of providing a high standard of communication and excellent customer service skills
  • experience of dealing with people who may be vulnerable, in distress or in crisis situations, acting with integrity, sensitivity and respect while providing practical, long-term solutions
  • ​​​​​​​experience of working in a service and handling enquiries from multi-channels such as telephone, email and web

why caba?

You’ll enjoy up to 10% pension contributions, private medical insurance, income protection insurance and a generous holiday allowance of 25 days per annum, plus bank holidays. 

We work in a flexible hybrid model - one that creates the opportunity to work in your own way from home, but also provides a great opportunity to collaborate with our colleagues at our office. Many of our colleagues have varied working patterns so we’re open to talking about the flexible working arrangements that could work for you. 


Take a look at the job description for full information. Applying is simple - send your CV and cover letter, along with our short application form, which shows us that you can make a success of the role. If you have links to any of your work, we’d love to see it - simply put them at the bottom of your application form. 

If you want to become part of a welcoming, inclusive organisation that values your ideas and input, we want to hear from you.  

If you have any questions about the role, please contact Ola Opoosun, Head of Support Services for an informal discussion.

**Your appointment is subject to an Enhanced Disclosure and Barring Service (DBS) check

Deadline for applications: 12th April 2024