At a Glance
- Tasks: Manage enquiries and provide vital advice to families and individuals in need.
- Company: Join Norwood, a charity dedicated to supporting the Jewish community.
- Benefits: Flexible hours, meaningful work, and opportunities for personal growth.
- Other info: Work in a compassionate environment focused on community and safeguarding.
- Why this job: Make a real difference by connecting people to essential support services.
- Qualifications: Experience in customer service or advice roles; strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
The Open Front Door is Norwood’s single point of access for children, families, adults and professionals seeking advice, guidance and routes into support. As an Advice and Triage Advisor, you are often the first voice people hear at a moment of uncertainty. You will listen carefully, ask the right questions, assess urgency and risk, and ensure every contact ends with clear advice, signposting, referral, or a well-communicated next step. This is a triage and advice role, not ongoing casework. Your impact comes from making good decisions early, helping people feel heard, and connecting them to the right support without delay or duplication.
You will work across both Open Front Door pathways:
- Community Advice & Triage (We Connect Families) – where community or statutory partners are best placed to help
- Norwood Specialist Pathway – where Norwood’s own services provide direct support
The Open Front Door is a coordinated access model designed to reduce confusion, improve safeguarding, and create a better experience for Jewish families and professionals. Every enquiry is triaged once, safely and consistently, then routed to the most appropriate support. The service is values‑led, neurodiversity‑affirming, culturally informed, and grounded in professional judgment.
Our offer includes:
- Parenting programmes and skills-based workshops
- Social work and advocacy
- Counselling and psychotherapy
- Short Breaks, inclusive clubs and holiday schemes
- Peer support for parents and siblings
Support is available with or without diagnosis, filling the gap where statutory systems often cannot. Everything we do is shaped around the individual, their strengths, and their potential.
Your Day to Day
- Respond to enquiries across phone, email, web and in person, within service standards
- Use active listening, curiosity and professional judgment to understand need, risk and intent
- Prioritise contacts based on urgency, safeguarding risk and service thresholds
- Route enquiries appropriately to Community OFD partners, Norwood services, or internal corporate teams
- Provide clear, accurate information on systems such as SEND, EHCPs, CAMHS, safeguarding thresholds and Care Act routes
- Maintain a strong safeguarding mindset, escalating concerns in line with policy
- Explain consent, confidentiality and information sharing clearly and confidently
- Record accurate CRM notes on the same working day using agreed workflows
- Complete follow-ups where required and flag repeat or escalating needs
- Contribute insight, data and reflective learning to support service improvement
About You
You are calm, compassionate and confident handling sensitive or complex conversations. You know how to support people without overstepping professional boundaries, and you are comfortable holding uncertainty while decisions are made. You bring good judgment, clear communication and a genuine commitment to person‑centred, values‑led work.
Qualifications, Experience & Training
- GCSEs or equivalent including English and Maths
- Experience in an advice, triage, helpline, reception or customer‑facing role handling complex or sensitive enquiries
- Ability to record information accurately using a CRM or database
- Understanding of safeguarding children and when to elevate concerns
- Strong listening, communication and prioritisation skills
- Relevant qualification or accredited training in advice work, health or social care, youth work or customer services
- Experience in either children’s social care, adult social care, neurodiversity or learning disability services
- Knowledge of safeguarding adults and Care Act context
- Understanding of the Jewish community context or voluntary sector landscape
- Second language skills such as Hebrew or Yiddish
Advice and Triage Service Manager – Charity in London employer: The Wohl Enterprise Hub
Norwood is an exceptional employer, offering a supportive and inclusive work culture that prioritises the well-being of both employees and the communities they serve. As an Advice and Triage Service Manager, you will benefit from flexible working hours, professional development opportunities, and a chance to make a meaningful impact in the lives of Jewish families. With a commitment to values-led work and a focus on neurodiversity, Norwood fosters an environment where your skills and compassion can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land Advice and Triage Service Manager – Charity in London
✨Tip Number 1
Network like a pro! Reach out to people in the charity sector, especially those connected to Norwood. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by practising your active listening skills. Remember, as an Advice and Triage Service Manager, you'll need to show you can handle sensitive conversations with care and professionalism.
✨Tip Number 3
Showcase your understanding of safeguarding and triage processes during interviews. Use examples from your past experiences to demonstrate how you've made good decisions under pressure.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Advice and Triage Service Manager – Charity in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Advice and Triage Service Manager role. Highlight your relevant experience in handling sensitive enquiries and your understanding of safeguarding, as these are key aspects of the job.
Showcase Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your strong listening and clear communication skills in your application. Use examples that show how you've effectively handled complex conversations in the past.
Highlight Your Values:We’re all about values-led work at StudySmarter, so make sure to reflect your commitment to person-centred approaches in your application. Share experiences that showcase your compassion and professionalism when supporting others.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at The Wohl Enterprise Hub
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key responsibilities and the values of the charity. This will help you tailor your answers to show how your skills and experiences align with what they’re looking for.
✨Practice Active Listening
Since this role involves handling sensitive conversations, practice active listening techniques. During the interview, demonstrate your ability to listen carefully and respond thoughtfully. This will showcase your communication skills and your capacity to handle complex enquiries.
✨Prepare Real-Life Examples
Think of specific situations from your past work where you successfully triaged or provided advice. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will help you convey your experience effectively and show how you can make a positive impact in the role.
✨Show Your Commitment to Values
This charity is values-led, so be prepared to discuss how your personal values align with theirs. Share examples of how you’ve demonstrated compassion, professionalism, and a commitment to person-centred work in your previous roles. This will help you stand out as a candidate who truly understands their mission.
