Referral and Performance Administrator


Company:	Coventry Citizens Advice
Salary:	£25,878 to £25,878 a year, pro rata
Hours:	Part-time
Location:	Coventry
Working pattern:	Hybrid - 1 day remote
Job type:	Permanent
Posting date:	10 Sept 2026
Closing date:	10 Oct 2026

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Summary

Purpose of the Role

The Referral and Performance Administrator is a key delivery role within our CORE

Project. The postholder will manage the front end of the referral pathway, ensuring that

residents enter the service promptly, referrals are complete and accurately recorded,

cases are allocated appropriately, and no resident is lost in the process. The role

provides the central control point for referral workflow, contractual deadlines,

performance information, follow-up activity and feedback to referring partners.

Key Responsibilities

1. Monitor incoming referrals from agreed partners throughout each working day,

acknowledging, checking and progressing them promptly.

2. Check that referral information is complete, accurate and within the service

criteria; identify missing information and obtain clarification from referrers

where required.

3. Create and maintain accurate client and case records on Casebook and any

other monitoring system used for the service, in line with agreed procedures.

4. Allocate cases to the appropriate Adviser, taking account of urgency, client need,

adviser capacity, specialist requirements and service priorities.

5. Track the requirement for clients to receive initial contact within three working

days, highlighting referrals approaching deadline and escalating overdue, urgent

or unallocated cases to the Team Leader.

6. Record and monitor engagement attempts, including unsuccessful contact, and

apply the agreed no-response and closure process consistently.

7. Identify and manage workflow exceptions, duplicated referrals, out-of-scope

referrals, safeguarding concerns and other issues, escalating appropriately and

maintaining a clear audit trail.

8. Support effective warm referrals and transfers between Coventry Citizen Advice

and and external partner organisations.

9. Maintain referral logs, allocation records, outstanding-action lists and other

administrative controls needed to support timely case progression.

10. Work closely with the Team Leader to monitor referral flow, adviser workloads,

backlogs and emerging operational risks, providing timely and accurate

information for daily decision-making.

Performance Monitoring and Reporting

1. Maintain accurate performance data for the service, including referral volumes,

allocation and response times, engagement, intervention type, client outcomes,

financial gains, onward referrals, follow-up and case status.

2. Reconcile information held on Casebook with other system and internal

monitoring records, investigating and correcting discrepancies in consultation

with relevant colleagues.

3. Prepare regular performance summaries, dashboards and monthly KPI returns

for review by the Team Leader and Project Manager, ensuring that information is

complete, accurate and submitted on time.

4. Monitor progress against contractual targets, including the two activity streams

and agreed service standards, and promptly flag gaps, trends or risks that may

affect delivery.

5. Coordinate six- and 12-month follow-up activity, generate follow-up lists, track

completion and outcomes, and ensure evidence is recorded consistently.

6. Coordinate referral feedback to partners in line with information-sharing

arrangements, consent, confidentiality and agreed reporting requirements.

7. Support the collection and organisation of evidence for contract monitoring,

audits, quality reviews, client feedback and service evaluation.

8. Produce accurate information to support service improvement, identifying

patterns such as referral quality issues, non-engagement, delays, repeat referrals

and unmet need.

Systems, Information Governance and Quality

1. Maintain clear, accurate and timely records for continuity of service, information

retrieval, statistical monitoring, reporting and audit purposes.

2. Handle personal and sensitive information securely and comply with UK GDPR,

confidentiality, consent, data protection, information-sharing and recordsretention requirements.

3. Ensure administrative work follows Citizens Advice policies, quality standards,

systems, processes and procedures, and any contractual requirements.

4. Support consistent use of referral categories, outcome codes, evidence

standards and data-quality checks across the team.

5. Assist colleagues to resolve routine system and recording queries and raise

recurring or significant issues with the Team Leader or Project Manager.

6. Be alert to safeguarding concerns and immediately follow organisational

safeguarding and escalation procedures.

Partnership and Team Working

1. Maintain professional and constructive working relationships referral teams,

internal services and community partners.

2. Respond to routine referral and progress enquiries promptly and professionally,

sharing information only where authorised and appropriate.

3. Participate in team meetings, workflow reviews, supervision and contractmonitoring activity, providing clear updates on referral and performance

matters.

4. Contribute to a collaborative, person-centred service and support colleagues

during periods of high demand, absence or service change.

5. Ensure that communication with residents and partners is accessible, respectful

and consistent with Citizens Advice equality, diversity and inclusion

commitments.

Research and Campaigns

1. Identify recurring referral, access or service-delivery issues that may indicate

wider policy or systemic problems.

2. Record and share relevant evidence in line with Citizens Advice research and

campaigns procedures.

Professional Development

1. Complete the structured CRF induction, including Casebook recording,

safeguarding, equality and accessibility, GDPR, confidentiality and consent,

referral and escalation pathways, outcome evidence and KPI requirements.

2. Keep knowledge of relevant systems, policies and procedures up to date and

undertake training considered essential for the role, including annual GDPR

training.

3. Attend relevant internal and external meetings, learning sessions and reviews as

agreed with the line manager.

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