Helpline Supervisor (Dementia Charity)

£24,866 actual per annum
20 May 2019
30 May 2019
Candidate Services
Contract Type
Helpline Supervisor (Dementia Charity)

We are the UK's leading dementia charity. Every day, we work tirelessly to find new treatments and, ultimately, a cure for dementia. We provide expert information, training, and support services to all those who need our help. And we are creating a more dementia-friendly society so people with the condition can live without fear and prejudice.

Position: Dementia Adviser Supervisor (Telephone)
Location: Birmingham Area
Contract type: Full time, Permanent
Hours: 35 per week
Salary: £24,866 actual per annum

Closing date: 30 May 2019
Interview date: 10th and 11th June

About the role:

We have developed an exciting and innovative new service delivery model ‘Dementia Connect’ which has 5 main elements:

-A specialist telephone based information and navigation service
-A face to face service offering an increased level of support for more complex cases
-Self-management - our online community (Talking Point) and online service directory is available at all times
-Keeping in Touch Calls - a way of keeping in contact with service users as their journey with dementia progresses
-Side by Side - a volunteer led service to support people to undertake activities in the community
-This role is a Supervisor working in our telephone based service; you will line manage a team of Advisers who are the first point of contact via phone, letter, email or social media, for people affected by dementia assessing their needs and identifying desired outcomes.

As a Dementia Adviser Supervisor (Telephone) you will manage your team to ensure the provision of a highly responsive, individualised information and signposting service to people with a diagnosis of dementia as the first priority for the service and provide an extended information and signposting service to immediate carers, families and friends of the people who are referred to the service.

You will have experience of managing staff as well as strong IT skills and the ability to use management data to ensure KPIs and standards of service are met. Ideally you will have experience of integrated telephony systems.

About you:

We are looking for someone who possesses an NVQ level 4 or equivalent in a health and social care related subject, has an understanding of the needs of people with dementia and their carers and has direct experience of working in a supervisory role in a telephone and e-mail based service. You will have strong active listening and questioning skills. You will have the ability to coach, mentor and support staff, getting the best out of them.

You will join a team of people who are passionate to improve the life opportunities of people living with dementia and those close to them; and who are committed to learning from and supporting each other.

Our employees work hard every day to make a true difference in people's lives. We are proud to support them with a range of benefits, recognition and many options for working agilely, all contributing to a strong work life balance. We also have various learning programmes to support you in your development and help you grow to realise your potential and shape a career with Alzheimer's Society.

Alzheimer’s Society embraces diversity, inclusion and accessibility for all of our people. We are committed to building a diverse organisation that represents the communities we serve and ensuring inclusion in everything we do.

You may have experience of the following: Helpline Adviser Supervisor, Helpline Advisor, Customer Service Supervisor, Dementia Adviser Supervisor, Charity, Charities, Third Sector, Support Worker, Social Care, Mental Health, Dementia, Alzheimer’s, Community Development, Adult Care, Helpline, Helpdesk, Social Worker, etc.