VoiceAbility

About VoiceAbility

About the role: VoiceAbility are recruiting for 3 full time (37.5 hour) Helpline Advisors to work as part of our Helpline team. You will be the first point of contact for all enquiries and referrals across various advocacy services. The Helpline Advisor will answer inbound calls, respond to emails and texts and process post in a fast-paced office environment. You will be responsible for meeting key performance indicators and delivering excellent customer service. Our Helpline Advisors have regular contact with the people we support, their family or friends and various professionals. The Helpline Advisor will take referrals and give initial information to people who may be marginalised or vulnerable, enabling them to access our Advocacy Services. Advocacy can be vital for people who cannot speak up for themselves, or people who feel they do not have the power to do so. In your role as Helpline Advisor you will empower people to advocate for themselves where possible. Your work will also enable our advocates to offer people face-to-face advocacy that strengthen voices, supports human rights and changes lives. Position: Helpline Advisor Location: Oakington, Cambridgeshire Hours: 3 x 37.5 hours (Full Time) Permanent Roles Salary: Grade G: £18,562 - £22,500 per annum Benefits: 28 days annual leave plus bank holidays (pro-rata); 5% employer pension & 3% employee contribution; Salary sacrifice pension scheme; Separate Life Assurance Cover; Staff discount scheme including supermarkets, fashion, restaurants, cinemas, holidays and much more; Discounted Gym Membership; Cycle to Work; Employee Assistance programme; Supportive working environment fostering a good work/life balance; Support with professional development. Closing date for applications: Extended to 23rd February 2020 Interviews: TBC To be successful, you must show that you would be able to: Provide low-level advocacy support and signposting to those who contact the service. Undertake a range of administrative activities, including monitoring activity and collating of statistics. Use a range of systems to support efficient, high quality processes and practices across the service. Demonstrate excellent communication skills with brilliant listening skills. Build and maintain strong working relationships with a variety of internal and external contacts, including people with communication issues. Identify and act appropriately where issues of safeguarding individuals arise. Use strong IT skills to accurately record information in line with policy and current data standards. Manage calls and emails to the service; obtaining and utilising relevant information from callers to handle calls effectively and ensure appropriate signposting or outcomes for the caller. Desirable skills or experience: Previous experience of call handling or frontline reception work in Health, Social Care or Education or Third Sector organisations. Awareness of the Mental Health Act (1983, revised 2007), Care Act (2014) and Mental Capacity Act (2007) and The Principles of Human Rights and Advocacy. Experience of delivering excellent customer service in fast-paced and challenging environments You may have experience of the following: Advocate, Call Centre Operator, Worker with Vulnerable Adults, Social Worker, Healthcare, Policy, Legislation, Support Worker, Charity, Third Sector, Advice & Guidance How to Apply: To apply for this role, please complete the online application form and upload your CV detailing your work history since leaving school. NB your CV will not be used for shortlisting.

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Company Type: Non-profit Organisation

Company Size: 51 - 250

Revenue: 5 - 25 million (USD)

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Job Ads found: 155

Job Ads per Month: 4.4

Hiring Locations: 20

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