Service Delivery & Grants Advisor (4 positions available)

Role Purpose: Assessing and processing applications for grants, social tariffs, household support, and emergency fuel. Supporting the day-to-day running of systems, processes, and administrative tasks within Service Delivery. Providing excellent customer service via telephone, email, and written communication. This role provides vital support across Auriga’s Service Delivery team, including grant assessment, beneficiary support, application processing, and maintaining high-quality customer service. The postholder will ensure fair and consistent decision-making, accurate data management, and effective communication with beneficiaries, internal teams, and external partners.

Reports to: Service Delivery Team Manager.
Direct reports: None.

Responsibilities:

• Assess applications and requests across the contracts managed by Auriga Services, including, but not exclusively, emergency fuel, water and energy company contracts and local authorities
• Assess applications submitted by individuals and/or third-party referral agents in line with guidelines, budget limits and delegated authority ensuring consistency
  and fairness. Make decisions on awards or support provision and authorize payments or interventions in line with financial procedures and service guidelines.
• Accurately record and maintain auditable application data and communicate decisions and outcomes clearly and sensitively.
• Receive and manage inbound correspondence (telephone, email, post) from beneficiaries, organizations, applicants and other external contacts;
  • provide accurate information on individual queries, application processes and grants,
  • dispatch relevant application forms,
  • route enquiries to the appropriate person when necessary
  • deliver timely, excellent customer service
• Complete applications over the phone where required, accurately recording all information onto the central database.
• Engage in stakeholder visits, providing a clear overview of processes where required
• Ensure exceptional service, fairness, and consistency in all decision-making.
• Contribute to continuous improvement by suggesting new and more efficient ways of working.
• Provide support to Service Delivery Managers and Head of Service Delivery as required.
• Support broader areas of work within Auriga as required.
• Ensuring GDPR, safeguarding, and other policies are followed.
• Demonstrate and uphold Auriga’s values in all interactions.

Requirements:

• To have strong interpersonal skills, with the ability to adapt communication styles to suit different situations. To have empathy and compassion and an understanding of the challenges faced by vulnerable people in financial crisis or hardship.
• Ability to manage difficult and sometimes emotional conversations. (training provided).
• To have an understanding of basic money advice skills such as budgeting and priority vs non-priority debts. (training provided)
• Be passionate about providing an effective service to those in need; Be highly motivated in this area of work.
• Excellent attention to detail, accuracy, and time management.
• Experience with data input, IT systems, and databases.
• Competent in Microsoft Word, Excel, Outlook and Teams.
• Ability to work independently and collaboratively in a team.
• Ability to adapt to growth and change and to continuously seek improved ways of working.
• Have good oral and written communication skills;
• Office attendance is required for key activities such as team meetings, assessments, or training. Frequency is usually one day per week, and individual needs and reasonable adjustments will be taken into account individually agreed by your line manager.

Interview Dates: 17 September, 22 September and 24 September
Location: Microsoft Teams