VoiceAbility supports people who face disadvantage or discrimination to have a voice that counts. Providing advocacy and user involvement services across England, VoiceAbility is a growing organisation working with people who are vulnerable or marginalised to raise their voices and have their rights respected.
Position: Helpline Advisor
Location: Cambridge, Cambridgeshire (although there is the guided Cambridge bus service from Cambridge city centre, own transport may be preferable)
Job type: Full Time, Permanent
Hours: 37.5 hours per week, 9.00am to 5.00pm, but occasionally you will work 11.00am to 7.00pm instead, on a rota basis.
Salary: £18,562 to £22,500 per annum
Benefits: 28 days annual leave plus bank holidays; 5% employer pension & 3% employee contribution; Salary sacrifice pension scheme; Cycle to work; Employee Assistance programme; Supportive working environment fostering a good work / life balance; Support with professional development
Closing date for applications: 2nd December, 2018
About the role:
Voiceability is seeking an outstanding Helpline Advisor to as work 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. 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.
- 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: Call Centre Operator, Worker with Vulnerable Adults, Social Worker, Healthcare, Policy, Legislation, Support Worker, Charity, Third Sector, Advice & Guidance.