Caller Support Coordinator Jobs in Wimbledon, Greater London
Actively Interviewing
This organisation is scheduling interviews as the applications come in. Don’t miss your opportunity, apply now!
We’re extremely proud of the support we offer to those living with inherited, progressive sight loss. Our services provide a safe place to find accurate information about inherited retinal conditions; to ask questions and share thoughts, feelings and anxieties with those who genuinely understand.
We are growing our information and support service and looking for two Helpline and Information Coordinators to join our team working 21 hrs per week.
You will be the first point of contact for our telephone helpline, actively listening to callers, assessing their needs and providing high quality information and signposting to Retina UK’s resources including our amazing team of lived experience volunteers who will provide emotional support and guidance as well as coping strategies. We believe that our community deserve the very best support and you will be the professional face of our telephone helpline.
Additionally, you will have responsiblity for the development of information materials and online resources, further enhancing the support we offer to our community. We are looking for someone with previous experience in a similar role with a charity or in an eye health and social care setting. If you want to ensure that people living with inherited, progressive sight loss have the best support experience when they really need it, we’d love to hear from you.
The closing date is Sunday, 28 April, interviews will be held on 7 and 8 May at our Buckingham office. We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.
This role will be homebased, however regular attendance at our Buckingham office will be required. We offer a generous annual leave entitlement, company pension, a confidential employee assistance programme, eye testing, current statutory leave provisions (ie dependant care) and flexible working.
The client requests no contact from agencies or media sales.
Safeguarding Coordinator (18 months fixed term contract)
Type: Part-time (28 hours a week). We’re flexible on how you work the 28 hours per week but please note the 28 hours need to cover Mondays – Fridays in order to provide the cover required for the role.
Location: Office-based in London, N4 with flexibility to work remotely
Salary: £25,724.80 - £27,403.20 per annum (FTE £32,156 - £34,254)
Salary Band: Band E1
About us
We make sure people living with MS are at the centre of everything we do. And it’s this commitment that unites us across the UK.
Our strategy is based on what people affected by MS have told us is important to them. It gives us a clear and determined focus.
Our work is based on the hopes and aspirations of our MS community. Together we campaign at all levels, fund ground-breaking research and provide award winning support and information.
Our people are our greatest asset and the key to our success. We offer a vibrant, progressive working environment where you'll be able to make a difference.
About this job
This post is a fixed term contract initially for 18 months, working 28 hours over 5 days per week. We’re flexible on how you work the 28 hours per week but please note the 28 hours need to cover Mondays – Fridays in order to provide the cover required of the role.
Are you an experienced and enthusiastic Safeguarding professional with a strong interest in protecting adults at risk and children from within the wider Multiple Sclerosis (MS) Community?
Based within our Helpline Services team, you’ll have responsibility for:
- responding to concerns reported by staff and volunteers
- leading the coordination of responding to safeguarding concerns
- dealing with safeguarding issues (as they arise) and liaising with statutory services as needed
- giving advice and support to colleagues and our volunteers in relation to safeguarding and disclosure checking
- working collaboratively with colleagues across the MS Society
- liaising with external safeguarding agencies
- embedding organisational safeguarding policies, procedures and practices.
You’ll have experience of working in a safeguarding customer-facing environment within the Charity or Public Service sectors. You’ll have proficient administrative and IT skills with the ability to work accurately and consistently. You’ll ideally have had experience in supporting vulnerable people in person, over the phone and/or online.
An understanding of safeguarding within the charity or public service sectors is essential.
A satisfactory Enhanced Disclosure & Barring Service (DBS) Check without barring list check will need to be obtained to undertake this role.
We recognise the significant and excellent contributions; experience; and skills our employees bring to the MS Society.
Working with external pay and reward consultants, we’re taking active steps this year to review our employees’ pay and benefits package. Ensuring we’re aligned with the most accurate and up-to-date benchmarks for the UK charity sector.
Closing date for applications: 9am on Friday 19 April 2024
PLEASE PRESS THE 'HOW TO APPLY' BUTTON FOR MORE INFORMATION.
Equal Opportunities
We particularly welcome applications from people with disabilities and or from ethnic minority backgrounds.
We’d be grateful if you downloaded and completed the equality and diversity monitoring form and submit it with your application.
Disability Confident Employer
We’re a Disability Confident Employer and we’re committed to promoting equality and diversity.
You can ask for reasonable adjustments as part of both our recruitment and new starter on-boarding processes.
If you need any help or adjustments to apply for this role, please contact us to discuss.
You can also ask for the application materials to be sent to you in a different format. Such as for them to be sent to you by email or in a larger word format.
Your right to work in the UK
You must have the right to work in the UK to work in paid employment with us. You’ll need to share documents showing you’re eligible to work in the UK if we offer you employment.
You can find the UK visas and permits granting you the right to work in the UK on the UK Government website. We currently don’t have a Sponsor Licence agreement with the Home Office and aren’t able to support you with your visa applications.
More about our recruitment and selection process
- The HR team will anonymise your CV and supporting statement before forwarding to the shortlisting panel. This is done as part of our commitment to equality, diversity and inclusion.
- The first round of our recruitment and selection process includes an interview with competency-based questions.
- Our recruitment and selection process might also include extra tasks. For example, a written or Microsoft Excel test or making a presentation.
- We’ll let you know what the selection process will include when we invite you to interview. You can ask for any more reasonable adjustments for the interview as part of the invitation.
- You might also be invited for a second interview. We’ll let you know about this during the selection process.
More about our employee benefits:
We have a wide range of employee benefits including (but not limited to):
Encouraging work life balance
- 38 days paid annual leave (including bank holidays), pro-rata for part-time
- More annual leave entitlement, based on length of employment
- Smart working options (with the opportunity to work remotely and find a smart working pattern that suits both you and us)
- Flexible working options
Caring for you and your family
- Generous sick pay entitlement
- More sick pay entitlement, based on length of employment
- Opportunity to buy and sell annual leave in each calendar year
- Free access to a GP virtually 24 hours a day/7 days a week allowing you unlimited advice, reassurance and where appropriate diagnosis
- Enhanced leave for new parents
- Free access to a confidential 24 hours a day/7 days a week helpline service for both you and your family with a specialist range of support and information
- Special leave options (such as up to 5 days paid leave for domestic or personal emergencies a year)
- 10 days paid disability leave a year, pro-rata for part-time
- 10 days paid carers’ leave a year, pro-rata for part-time
- New family-friendly benefits, including paid leave:
- in the event of miscarriage or still birth
- to support fertility treatments
- for antenatal appointments for both parents
- Cycle to work scheme
- Death in service scheme
- Health cash plans to help offset the cost of health care for you and your family
Thinking about your finances
- Enhanced salary sacrifice pension scheme
- Discounted season ticket loan and interest-free emergency loans
- Give as you earn to support other charities of your choice before tax
- New employee portal including lifestyle savings vouchers and personal wellbeing
Enriching your life at work
- Personalised development plans with a wide range of training courses and opportunities to source additional training options with your line manager
- Yearly internal apprenticeship opportunities
- New, modern offices that embrace working together both in-person and remotely Various opportunities to influence how we internally operate (including surveys, and focus and committee groups)
- Active and supportive internal employee networking groups for collaboration and peer support
- 2 days paid leave a year for volunteering for MS Society activities during normal working hours (such as fundraising events, or campaigning in the local community)
- 2 days paid leave a year for volunteering with other charities during normal working hours
Safeguarding
We’re committed to safeguarding and promoting the welfare of everyone who uses our services and we come into contact with.
This is regardless of:
- gender
- race
- disability
- sexual orientation
- religion or belief
- pregnancy
- gender reassignment
We recognise our particular responsibility to make sure vulnerable adults and children are protected.
We have measures in place to protect everyone we come into contact with from abuse and maltreatment of all kinds.
No agencies please.
JOB DESCRIPTION
As we have launched our ambitious 5-year strategic plan this post will play a key role at Greenwich Students’ Union in supporting students to stay and succeed at university.
GSU Advocacy and Policy Team is leading an award-winning outreach project that seeks to support students to stay and succeed at Greenwich. A team of part-time student staff call 1000’s of students each term, supporting them to navigate University life, services and GSU. This role will support the award-winning team to deliver proactive supportive calls to students.
In this post you will :
- To supervise the retention calling project staff
- To support with escalations for students experiencing difficulties
- To spot trends in student issues and assist with reporting
We’re looking for an enthusiastic candidate who has an interest in supporting our students to become their best.
You don’t have to come from a higher education background, but you should have an interest in supporting students to succeed.
This role sits within the Advocacy and Policy Team and focus on making 1-1 timely interventions to support students to succeed as well as identifying broader trends in student behaviour to inform our strategic approach to services and support.
Duties and Key Responsibilities
This post holder will be part of the Advocacy and Policy Team and will be expected to contribute to the department’s wider objectives and planning.
Delivery of Outreach
- Coordinate the team to deliver outbound phone calls and taking inbound calls in a call centre model, including opening and closing
- Ensure that the quality of personal outreach delivery is consistent and in line with the agreed scripts and conversation structures to support students
- Ensure the team provide excellent customer service to students, at all times seeking to support students’ needs appropriately, clarifying information and providing appropriate solutions
- Support other retention and wellbeing initiatives throughout the year
Supervision
- Support with training and development of student-staff team
- Support with the scheduling of shifts, monitoring of attendance and submitting of payroll
- Undertake 1-1’s with student staff, identifying additional support
Signposting & Monitoring
- Keep accurate records of all calls and student outreach in line with provided data tools
- Support callers to identify potential concerns from students and signpost students to the most relevant support pathway
- Closely monitor for any safety or safeguarding concerns from students, and support with escalations
- Support with the analysis of issues and regular reporting as directed
Personal Learning and Responsibility
- Undertake all training and development as required within the role
- Take responsibility for personal learning and development
General Responsibilities
- Represent and be an ambassador for GSU.
- Be flexible and carry out other associated duties as may arise, develop, or be assigned in line with the broad remit of the position.
- Maintain and improve competencies through continuous professional development.
- Abide by organisational policies, codes of conduct and practices.
- Support and promote liberation, diversity and equality of opportunity in the workplace.
- Treat with confidentiality any personal, private, or sensitive
- information about individual organisations and/ or clients or staff and Project data.
- Actively seek better ways to assist GSU in its effort to become a more sustainable workplace.
- Any other duties commensurate with the accountabilities of the post.
PERSONAL SPECIFICATION
Experience
- Relevant experience working in a customer or support service-aligned role
- Experience of time management
- Experience of working well within a team to achieve targets
- Experience drafting reports with an eye for detail.
Knowledge
- Clear communication skills, particularly over the phone and by e-mail
- Ability to troubleshoot difficult situations, and deal with them calmly, efficiently, and effectively.
- Sensitivity and understanding for others, utilising active listening skills
- IT skills at a level that supports logging of data, email, internet, and database.
- Time management and organisational skills.
- Ability to engage with new people and build rapport quickly.
- Self-motivated with the confidence to work alone but can also work co-operatively and flexibly as part of a team.
- Ability to stay focused and efficient in the face of changing priorities.
Education/Training
- No specific qualification is required, but evidence of recent continuing professional development in a professional area relevant to the post is required
Essential Personal Attributes and other requirements
- A role model who promotes high standards of ethics, integrity and honesty.
- Able to travel between campuses on occasion. Mainly based at Avery Hill – free inter-campus bus service available.
- Works well in a team with a flexible approach to work.
- An ability to apply awareness of diversity issues to all areas of work. Commitment to the values and ethos of GSU
Visa Requirement
Please note that the successful candidate will need to have the right to work in the UK. GSU is unable to sponsor an employment visa for this role.
The client requests no contact from agencies or media sales.