Citizens Advice Caerphilly Blaenau Gwent (CACBG) is looking for a proactive and highly organised Administrator to join our Administration Team.

CACBG is one of the largest Citizens Advice services in the UK, supporting millions of people every year across Caerphilly and Blaenau Gwent and further afield.

You will be playing a key role in ensuring our advice services run smoothly and that clients receive timely, high-quality support.

Working at the heart of the service from our Bargoed office, you’ll play a key role at the heart of the service, delivering reception and admin support across Citizens Advice Caerphilly Blaenau Gwent.

• Pay: £24,531

• Contract: Permanent/Full-time

• Location: Bargoed Office (Potential for hybrid working following successful probation period)

• Responsible to: Administrator Team Leader

• Closing date: 5pm Thursday, 19th March 2026

• Interview date: Thursday, 26th March 2026

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What we give our staff

• We offer an attractive remuneration package with excellent benefits:

• Generous annual leave package

• Hybrid Working (following completion of a successful probationary period)

• Ongoing personal training and development

• 24/7 access to our Employee Assistance Programme, which also offers perks such as high street shopping discounts

• Pension scheme

• Contractual sick pay

• Casual dress code

• Eye care voucher

• Healthy work/life balance

If you are well organised, good with people, can prioritise your time and workload effectively and have a drive to learn, send us your CV and a cover letter to tell us why you want to become one of our Administrators.

Role Profile

Main duties and responsibilities:

Reception

• Greeting clients and visitors and issuing security passes

• Take initial client information

• Manage the waiting area to include open door drop in sessions

• Keeping the reception area clean and tidy

Administration

• Book Generalist appointments – check client attendance and update records and ensure interview room availability

• Process inbound and outbound referrals to the service

• Answer the telephone and refer calls or take messages

• Deal with client or third-party phone calls or visits

• Produce letters, documents and reports as required

• Create and maintain filing systems in accordance with the organisation’s systems and procedures

• Maintain diaries and work records

• Open, record and distribute incoming mail, through both the postal system and hand delivered items

• Prepare outgoing mail for dispatch

• Liaise with external bodies/companies as relevant to the role

• Manage the Generalist team work queues and process tasks accordingly

• Contact clients for the purpose of providing appointment reminders

• Contact clients for survey information and case outcomes

• Work with other CACBG staff to ensure the smooth running of the service

• Ensure good collaborative working with external organisations and partners

• Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the services

Professional Development

• Keep up to date with policies and procedures, and undertake appropriate training

• Attend appropriate internal and external meetings as required

• Prepare for and attend regular supervision sessions

Other duties and responsibilities

• Maintain local information systems

• Maintain stock of stationary

• Undertake alarm testing alongside the Facilities Officer

• Use IT for statistical recording, record keeping and document production

• Ensure that all work conforms to CACBG’s standards and requirements

• Undertake any other duties in keeping with the general nature of the post

• Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues

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Person specification

Skills and Experience

• Professional, flexible, calm under pressure and strong people skills

• Proven ability to use IT packages, including word processing, spreadsheets, email (maintain an electronic diary) and the ability to use or learn to use other packages as necessary

• Effective written and oral communication skills

• Ability and willingness to take on responsibility

• Ability to adapt and work over multiple advice projects across different channels

• Ability to plan and prioritise own work and meet deadlines

• Ability to develop and maintain positive relationships with external organisations, and individuals

• Ability to give and receive feedback sensitively and objectively, and a willingness to challenge constructively

• Commitment to deliver excellent customer service and customer care

• Understanding of, and commitment to, working as part of a team

• A commitment to self-development

Equal Opportunities

• A full understanding of and commitment to the aims, principles and policies of the Citizens Advice service

• A caring and non-judgemental attitude

• An understanding of the needs of disadvantaged communities

• An ability to take positive action and challenge discriminatory behaviour

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In accordance with Citizens Advice national policy we may require the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.