Helpline advisor jobs in cambridge
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This is a new role within the Bereavement Support Service proactively engaging bereaved families with the support service, respond to bereavement support digital enquiries, working in a team to deliver and ensure anyone seeking advice and support on bereavement is given a high-quality service in a timely way.
The aim of this post is to provide consistent, high-quality emotional support via digital channels to bereaved families who seek support from the Lullaby Trust.
Main duties and responsibilities
1. Proactively engage bereaved families with the support service, respond to bereavement support digital enquiries, working in a team to deliver and ensure anyone seeking advice and support on bereavement is given a high-quality service in a timely way.
· Assist with the setting up of new digital channels to be used by the Lullaby Trust to answer and respond to bereaved families.
· To be the primary contact for the bereavement support digital services including WhatsApp, text, webchat and other social media channels.
· Proactively engage with bereaved families through social media and other online platforms.
· Ensure any safeguarding concerns are actioned in accordance with the organisations Safeguarding policy.
· Send materials to bereaved contacts, including bereavement packs and follow up emails and ensure all documents and databases are updated with each contact in line with the department guidelines, including Raiser’s Edge, Excel databases.
· Cover and answer the bereavement support helpline and online enquiries responding within the set guidelines and KPIs for the department.
· Ensure any messages on Bereavement Support Facebook Groups are monitored and advice is given via befrienders where appropriate.
· Attend face to face events for bereaved families including family days and memorial events when needed.
· Work with Income and Engagement Team around social media bereavement support content/posts.
2. Deliver and run live bereavement themed sessions on social media
· Run monthly live sessions on social media on bereavement topics/themes, responding to comments and messages during and after the sessions, ensuring anyone seeking ongoing support is responded to and referred to relevant services .
· Work with the Engagement Team to promote live session.
· Facilitate monthly remembrance sessions.
3. Ensure the bereavement support services are promoted to those bereaved and to professionals working with bereaved families
· Assist with the recruitment and facilitation of Bereaved Families’ Panel.
· Keep up to date with the bereavement support world including joining National Bereavement Alliance, Child Bereavement Network and research around grief and bereavement.
· Attend events as required to represent the Lullaby Trust’s bereavement support services.
4. Maintain accurate records throughout all services, complying with the organisation’s recording and reporting requirements
Maintain ongoing knowledge and training on the Lullaby Trust’s advice and the scientific knowledge behind this advice.
Collate statistics, as required on areas of work within the support services team.
Assist with the services’ evaluation and impact processes.
Provide other administrative support to the team as required.
Other:
Attend and participate with external supervision sessions, managerial supervision and team and organisational meetings.
Registered Charity
21 - 50
Safer sleep for babies, Support for families
The client requests no contact from agencies or media sales.
Thank you!
Salary - £25,553 - £26,841 per annum depending on experience.
Full-time, permanent position to be worked between 8.00am to 4.30pm to include 1 in 3 weekends
Based at Godmanchester, PE29 2NH with the expectation that our successful candidate will work approximately 3 days a week from our site once an initial probation period has been successfully passed.
Are you looking for a rewarding opportunity?
Are you a talented individual who shares our passion for helping pets and their owners?
If you would like to work for an exciting and supportive charity that improves the lives of pets, then we’d love to hear from you!
We’ve recently launched our new Pet Helpline service and we’re seeking an Advisor to join our dedicated team. Our purpose is to provide support and help that is accessible, practical, and genuinely effective.
As part of a team that is the first point of contact for Woodgreen customers, your interactions will range from phone calls, digital, in-person and written communication too. Using your judgement, skillset, and real time information you’ll be expected to proactively resolve concerns and offer solutions first time where possible.
Our Advisors always deliver a heartfelt service to customers, through empathy, effective and tailored communication whilst respecting customers’ needs and vulnerabilities. A desire for personal growth and updating your skills and knowledge through learning and development opportunities is essential.
No one day will be the same, although, every day you can expect to make a difference by giving a high-quality support and advice service. Showing compassion and empathy will be crucial. You may have to deal with some challenging situations, but you’ll be supported all the way.
To be successful in this role you will:
- Be a confident communicator and team player
- Demonstrate how you will work effectively with a focus on customer service & care
- Have a proven record of delivering services to vulnerable people & of using a tailored approach
- Work independently, be organised, and be able to use your own initiative
- Thrive in a busy working environment
- Be enthusiastic about helping pets and their people
- Find solutions to problems and be comfortable with embedding new ways of working
- Have a resilient attitude and adaptability
- Be proficient in using technology, MS office tools and recording data accurately
Previous experience of working in a helpline service/contact centre environment is desirable, although not essential.
What we offer;
At Woodgreen we believe in attracting and retaining the best people and offer a competitive rewards and benefits package including:
- 36 days annual leave per year (inclusive of bank holidays) rising by 1 day each year to a maximum of 40 days after five years
- Up to 8% employer pension contributions
- Support towards healthcare costs (cashplan)
- Employee wellbeing package to include free access to Headspace
- Life assurance (4x salary)
- Enhanced parental leave (subject to qualifying period)
- Benefits hub – exclusive discounts on popular brands
- 25% discount in our charity shops
Please note that you will need to have existing Right to Work in the UK to apply for this opportunity as we are unable to provide visa sponsorship.
Woodgreen is committed to making our recruitment processes accessible to all and, as part of this, we are flexible in the ways we give and receive information. If you would like to apply using a different format, please contact the Recruitment Team and we will do our best to put any reasonable adjustments in place.
Early application is encouraged as this position may close sooner than the stated deadline if a suitable candidate is found. Interviews may commence prior to the closing date.
Woodgreen is committed to safeguarding children and adults at risk and protecting anyone that comes into contact with us from harm. We expect all employees and volunteers to share this commitment.
Registered Charity
101 - 500
Our vision is for every pet to have a home where they are loved, well cared for and enjoy positive relationships with their owners.
The client requests no contact from agencies or media sales.