Location: Hybrid – Rugby office/homebased
Vacancy type: permanent
Responsible for: N/A
who are we?
caba is an occupational charity helping the ICAEW community thrive. We provide practical, emotional, and digital tools to help people manage everyday challenges and life-changing events.
Our vision is that everyone in the ICAEW community can fully participate in life.
your role at caba
As a Triage Coordinator, you’ll be the warm, reassuring first voice our clients hear. Every day, you’ll help people feel heard, supported and guided – offering clear information, emotional reassurance and connecting them with the right services at the right time. You’ll play a vital part in shaping someone’s first impression of caba, ensuring their experience is friendly, timely and genuinely helpful.
You’ll also help us understand what our community is facing by spotting themes in enquiries, sharing insights with colleagues, and contributing to outcome surveys. This frontline role sits at the heart of our mission: increasing access to support, improving wellbeing, and helping thousands of people feel their challenges are more manageable.
Whatyou’llbring
- A natural warmth and empathy – you enjoy talking to people, helping them feel comfortable, and offering calm, confident support in moments that may feel emotional or sensitive.
- Strong communication skills – whether on the phone or email, you can listen deeply, respond clearly, and make people feel valued.
- Curiosity and good judgement – you like understanding what someone needs and thinking creatively about the best next step, even when situations are complex.
- A commitment to accuracy – you’re organised, careful with details, and able to keep client records clear, up to date and meaningful.
- A collaborative mindset – you enjoy being part of a supportive team, sharing insights and learning from others.
- Knowledge of how the right support changes lives – perhaps you’re early in your career and keen to build experience in advice‑giving, social support, mental health, or community services. This role gives you hands‑on exposure to trauma-informed practice, safeguarding, and the wider support landscape.
why caba?
Benefits
We know that our people are our greatest strength, so we’ve built a benefits package that supports every aspect of your life and career:
Financial security & time off
- Up to 10% employer pension contributions
- Private medical insurance, income protection, and life assurance
- 25 days’ annual leave plus bank holidays
- Enhanced family-friendly policies
- Hybrid working: 2 days in the office, 2 days at home, plus participation in our new 4-day week trial
- Access to wellbeing resources, including EAP, Qwell, and the wide range of caba’s services
- Eye tests and contributions towards DSE glasses
- Two paid volunteering days each year
- Learning and development budget to support your progression
- Opportunities to grow and collaborate through forums and project groups
Our values
We make a difference. We work best together. We do the right thing. We are dynamic.
At caba, you’ll join a supportive, values-driven team, making a real impact on people’s lives every day.
Your appointment is subject to a Basic Disclosure and Barring Service (DBS) check
Deadline for applications: 28 th August 2026
Interview date: Interviews will be held on a rolling basis, and we can also commit to a confirmed interview date of 1 September 2026. All interviews will take place in person at our Rugby office.
Because this is a frontline role, we work to set phone‑line hours so clients can always reach us when they need to. That means the Triage Coordinator follows a consistent shift pattern, helping us provide a reliable, high‑quality first point of contact. At the same time, we recognise that flexibility matters. While phone‑line coverage needs to be predictable, we offer flexibility in other ways – including our four‑day‑week trial and hybrid working approach. You’ll have a clear rhythm to your working week, with space to balance your wellbeing, development and life outside work.
If you enjoy structure, teamwork and being part of a service people depend on, this blend of consistency and flexibility can be a great fit.
If you have any questions about the role, please contact Megan.Pengelly@caba.org.uk for an informal discussion.
Hours
32
31,907
Additional benefits
- Financial security & time off
- Up to 10% employer pension contributions
- Private medical insurance, income protection and life assurance
- 25 days’ annual leave plus bank holidays
- Enhanced family‑friendly policies
- Wellbeing & lifestyle
- Hybrid working and participation in our 4‑day week trial
- Access to wellbeing resources including EAP, Qwell and caba’s services
- Eye tests and DSE glasses contributions
- On‑site electric car charging
- Two paid volunteering days
- Growth & development
- Learning and development budget
- Opportunities to collaborate through forums and project groups
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