Helpline Advisor Jobs in City Of London, England
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:
-
£26,873 - £31,915 (FTE) - Scale 5-6, Points 12-22 (plus £3,300 London Weighting if applicable)
-
11½% non-contributory pension
-
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
-
Flexible working arrangements including the opportunity for Hybrid working
-
Enhanced family friendly payments
-
Employee Assistance Programme
-
Employee benefits platform
-
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.
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.