Helpline Advisor Jobs in Beckenham, Greater London
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Contact is a national charity for families with disabled children. We provide information, advice and support, and bring families together so they can support each other. We campaign to improve their circumstances, and for their right to be included and equal in society.
Your role
The SEND Education Helpline Adviser provides specialist education advice by telephone, e-mail, and social media to families with disabled children in the UK. You will be supportive and show clear boundaries when offering advice within the scope of the organisation and be confident when dealing with complex and challenging callers and conversations. You will keep up to date with Education law and guidance in UK and signpost callers to Contacts online resources or to relevant local national charities and agencies.
What we’re looking for
You will have at least one year’s experience (or part-time equivalent) of working in an advice role of which SEND advice formed a substantial part. You will have experience and a good understanding of education issues that may impact families. In-depth knowledge of the SEND law in England Part 3 Children and Families Act 2014 and a working knowledge of the SEND Code of Practice 2015. You will be able to confidently navigate websites to identify relevant information. You will have experience of using a CRM database to enter client records. You will be flexible and adaptable in your role and enjoy working in a friendly and supportive team.
Important dates
Closing date: 9am on Tuesday 2 April 2024
Interview date: 8 & 9 April 2024
About Us
We are National Energy Action (NEA) – and our vision is to end fuel poverty; our work to improve and promote energy efficiency brings social, environmental, housing and employment benefits. We believe everyone should be able to afford to keep their homes warm and safe, however, low incomes, high energy bills and poor energy efficiency currently deny this to millions of households across the UK. Never has this been more important than today.
NEA’s teams are friendly, knowledgeable and are dedicated to what we do. We are proud of our expertise and proud of the service we deliver to our clients.
We offer colleagues a friendly, rewarding workplace and the chance to build a worthwhile career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives each and every day.
The Role
We have a fantastic opportunity for someone to join us in the position of Energy Adviser, to work on either a full or part time basis. Job share applications are also welcome. This role provides an exciting and rewarding opportunity to help the charity build its profile amongst regional stakeholders whilst delivering projects that seek to bring an end to fuel poverty and to the misery of cold homes that is experienced by over 6.5 million households in the UK.
NEA’s Energy Advisers are empathetic, polite and have good listening skills but are also knowledgeable, assertive, and confident. Their main role is to provide one to one advice to clients referred through the charity’s Warm and Safe Homes helpline and to deliver energy advice presentations to groups. They also get involved in a range of tasks to support these activities. Energy Advisers sit within the Communities Directorate and are part of a dynamic and caring team of professionals who go the extra mile to support their clients, some of whom may be in difficult circumstances.
This post is subject to enhanced vetting and barring check.
What you will need to succeed
Working within our Communities Directorate you will have demonstrable experience of delivering Energy Advice and helping others. Therefore, it is vital that you have empathy, confidence and knowledge of the issues facing vulnerable low-income households.
You will have knowledge and understanding of the environmental, social and economic problems of deprived areas and the roles of the public, private and voluntary sectors in tackling them.
You will also have knowledge of assistance available for energy efficiency improvements to low-income households.
You will be an excellent communicator, with proven experience and understanding of how to effectively address the energy needs of low income, vulnerable or disadvantaged householders - with the desire to make a positive difference to people’s lives.
NEA has several office locations throughout England, Wales and Northern Ireland, and welcomes applicants from all regions, however we would particularly welcome applications from those living in Kent and the South-East. Home working and office-based locations are available. Preferences will be discussed with candidates at interview. Hybrid working is subject to necessary H&S and GDPR checks. Post holders must be resident within the UK and be able to provide their Right to Work in the UK.
We are offering:
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£26,873 - £31,915 (FTE) - Scale 5-6, Points 12-22 (plus £3,300 London Weighting if applicable)
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11½% non-contributory pension
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25 days annual leave plus 3 additional days in between Christmas New Year Period when our offices close; plus, all public holidays per annum for full time staff, pro-rata for part time staff
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Flexible working arrangements including the opportunity for Hybrid working
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Enhanced family friendly payments
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Employee Assistance Programme
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Employee benefits platform
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2-year Fixed Term Post
The closing date for all applications is 12:00 noon Wednesday 17 April 2024. We anticipate interviewing the two weeks commencing Monday 22 April 2024. Full details of the posts and an application form are available on our website.
Please be aware that National Energy Action is not a sponsoring organisation. Therefore, the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.
Please note CVs will not be accepted as part of the application process. No recruitment agency or advertising enquiries, please.
NEA aims to be an equal opportunities employer. We welcome applications from all people with the necessary skills and experience for the post. Charity Registration No. 290511. Company Registration No: 01853927
The client requests no contact from agencies or media sales.
There has never been a greater need for Independent Age’s work. More than two million older people are in poverty, with millions more living with precarious finances. At Independent Age, we believe that no older person should face financial hardship. That’s why, by 2027, our goal is to have improved the lives of one million older people. Our information and advice, grant-making, partnership activity, policy work, and campaigning increases the financial well-being of older people, enabling them to have greater choice and independence in wider areas of life.
As Director of Services and Grants, you will be responsible for ensuring that our multi-channel services and grants programme serve and improve the lives of older people, reach those who are most likely to be in poverty, and have the maximum impact. You will help us grow our capacity, build our network of charity and commercial partnerships, develop our external training offer, and reach more people including those groups most likely to experience financial hardship.
Having operated at a senior level, ideally as part of a Senior Leadership Team, you will be an inspiring leader with a demonstrable passion for our cause. Experienced in successfully managing service transformation and development, including in a contact centre environment, you will also have an understanding of grants programmes, and of building strategic partnerships and national networks. With an understanding of demonstrating and reporting on impact, experience of supporting fundraising for services and bidding for contracts, you will ideally also have knowledge of developing an external training offer.
Please review our candidate pack, linked below, for further information. If your experience doesn’t align perfectly with all of the criteria in the person specification but you do meet most of them and are excited about the role, we encourage you to apply anyway.
This is a full-time role, 35 hours per week, which you can choose to work over five days a week or a 9-day fortnight.
What it’s like to work at Independent Age:
We celebrate diversity at Independent Age and champion the differences that make each of us unique. We actively support and encourage people from a variety of backgrounds, experiences and skill sets to join us and help shape what we do. We aim to attract and retain a wide range of talent and create an environment where everyone can feel safe, protected, welcome and included.
We offer great benefits including 28 days annual leave plus public holidays, a generous pension scheme with life assurance, and fantastic learning and development opportunities. We also offer a number of enhanced leave provisions and benefits. We know that a good work life balance helps us perform at our best and supports wellbeing. Flexible working hours and hybrid working is standard. But if you need a different form of flexibility, we are always happy to talk flexible working.
You can find out more about what it’s like to work at Independent Age by visiting the careers page on our website.
Application Process:
To apply, please visit our website to submit a curriculum vitae and a supporting statement, detailing how your skills and experience meet the criteria within the job description and person specification. Please do not hesitate to contact us if you have specific requirements and need support to apply in an alternative format.
To support our commitment to equity, diversity, and inclusion we use anonymous shortlisting. Therefore, please do not include your name, photo, or information to indicate your gender or age in your CV and supporting statement, and please ensure the title of any uploads does not contain your name. Please do not omit dates of employment.
Independent Age is committed to safeguarding and follows Safer Recruitment practices to ensure we are safeguarding those we work with. We therefore ask that you supply your full work history with explanations for any gaps in the application documents you submit and, if offered the post, we will require two employment references including your current or most recent employer. A Basic DBS Certificate will be required for this role.
Closing date for applications: end of day on Monday 8 April 2024
First round interviews to be held Wednesday 1 and Thursday 2 May 2024
Second round interviews to be held Thursday 16 May 2024
The Masonic Charitable Foundation (MCF) is looking for an enquiry officer with call handing experience to join the frontline service team. Each month we receive hundreds of requests and queries from applicants who require the help and support offered by the MCF.
You will have excellent customer service, communication, IT and organisational skills along with an ability to quickly build a rapport with callers and instil confidence.
We are looking for a team player, who is able to support colleagues and prioritise the needs of the team. A high level of personal resilience is also required due to the quantity and the nature of the enquiries we receive.
Previous experience in a comparable role is desirable, but not essential, as full training will be provided. If you have a willingness to learn and can demonstrate appropriate transferable skills
Day to day responsibilities include answering calls and responding to requests for a range of support, allocating cases to our Advice and Support Advisers and Visiting Volunteers, awarding small grants for counselling and medical consultations and keeping detailed records of calls and communications on our internal data base.
Details
Post: Enquiries Officer
Description: As part of the wider team, our Enquiry Officers are often our applicant’s first point of contact with the MCF and play a key role in our application process as they triage callers
Hours: 34 hours per week (early finish on Fridays)
Hybrid: Work from home two days per week (after successful induction completion)
Salary: £31,525 to £34,306 (depending on experience)
Holiday: 25 days (rising to 30 after 5 years’ service), plus additional 3 days to be taken between Christmas and New Year
Benefits: Excellent package including contributory pension, medical and dental plans, access to various health, wellness and retail benefits and continual professional development.
Reports to: Enquiries Team Leader
Team: 3 x Enquiries Officers, Enquiries Team Leader
Please note this job is subject to a basic DBS check.
About the Masonic Charitable Foundation
The Masonic Charitable Foundation (MCF) is one of the UK’s leading charities, providing a range of benevolent support to individuals and awarding grants to local and national charities.
Our work helps to encourage opportunity, promote independence and improve wellbeing for thousands of people each year. Last year, the MCF awarded support totalling around £20 million. Our support is funded from the donations of freemasons, their families and friends.
The MCF was founded in 2016 following the merger of four charities that had operated separately since the eighteenth century.
Main responsibilities
· To answer calls to the 0800 professionally and courteously, listening carefully and responding sensitively to their needs in the moment.
· To respond to voicemails and emails accurately with appropriate support and information.
· To make an initial assessment of each enquiry to determine likely eligibility for support and to manage expectations appropriately
· Provide an excellent first impression of the enquiry line and the MCF
· To accurately and consistently record details and information on our system
· To process grants to enable applicants to access medical consultations and the emotional, mental health service
· To work effectively as part of the team, collaborating and supporting colleagues to manage the work load and meet the teams Key Performance Indicators
· To signpost applicants to other sources of advice as appropriate
· To act as the first point of contact and to build and maintain excellent working relationships with our contacts in England and Wales
Person specification
Essential
• Educated to A-level (or equivalent)
• Experience of working within customer service
• Previous experience of working/volunteering within the charity, advocacy or social sector, or a grant making organisation
• A sound knowledge of the charitable sector
• Excellent communication skills including:
- Polite and calm telephone manner
- Ability to tailor communication to suit audience
- Ability to diffuse high-emotion calls
- Able to quickly establish rapport
- Strong written skills – ability to communicate in a clear and concise manner
• High levels of emotional intelligence and personal resilience, some callers will be distressed and their circumstances can be distressing
• Ability to work well under pressure
• Organisation and effectiveness skills:
- Prioritisation
- Meeting deadlines
- Attention to detail
• Team working skills:
- Ability and willingness to put the team first
- Supporting and collaborating with colleagues
- Build and maintain effective working relationships
• IT, particularly MS Office applications
Desirable
• Vocational or professional qualification in education; health or social care
• Experience of working on an advice line, enquiries line, helpline, contact centre or similar
• Previous customer-facing role
• Experience of working alongside volunteers.
• Administration
· Good knowledge of one or more of the following:
- Health
- Care
- Education
- State benefits
- Personal finances.
The client requests no contact from agencies or media sales.
Using Anonymous Recruitment
This organisation is using Anonymous Recruitment to reduce bias in the first stages of the hiring process. Our system keeps your personal information hidden until the recruiter contacts you.
Ygam is seeking a proactive, adaptable, creative, resilient individual, who has the ability to work remotely, autonomously and as part of a team. They must have outstanding communication skills, be highly organised, and an excellent team player.
The post holder will be an active member of our programmes team and will work across our portfolio of programmes, particularly focusing on our Parental Engagement Programme.
They will be responsible for regional stakeholder engagement, developing relationships and promoting Ygam training across the UK. They will recruit suitable delegates to workshops, working closely with a range of organisations and families.
They will provide training both face to face and online and will be responsible for the delivery of our assured workshops and promoting the work of Ygam at conferences and events.
They will be able to demonstrate the impact of this work by working with organisations to collate case studies and evidence to support the programmes achievements.
The client requests no contact from agencies or media sales.