Abingdon, Oxfordshire
£11 per hour
Permanent, Part-time, 20-25 hours p/w (flexible)
Job description

We have an exciting opportunity for someone with excellent communication skills to join the staff of a social enterprise on an NHS-funded advice project now in its sixth year. The core function of this role is to be the public-facing first point of contact for callers to the advice service, offering tier one information and supporting the tier two specialist advice team. With big plans for the future, we want you to be part of a strong team committed to delivering excellence and achieving success in line with our commercial and social objectives.

You will be an excellent communicator with good interpersonal skills and experience of working in a client-facing information, advice or administration role. A proven ability to provide clear and coherent information via the telephone in a way that is accessible to a broad client base is essential.

The successful candidate will be able to establish a good rapport with clients and stakeholders in a professional and caring manner, upholding brand values.

In return, you can look forward to working with a small but highly-skilled and dynamic team, and having influence over the future strategic direction of the company. We also offer a competitive salary with performance-related bonus and an excellent benefits package. The nature of this role demands complete confidentiality and flexibility with regard to the needs of the business and its clients. This is a salaried role and some unsocial hours may be expected.


Hours: 20-25 hours p/w (flexible)

Salary: £11.00 per hour plus performance-related bonus and excellent benefits package

Contract Type: Permanent

Location: Negotiable depending on location - either office based or home based with periodic travel to Head Office in Oxfordshire

Background Information

NHS Continuing Healthcare is the name given to a package of health care that some people need to receive as a result of a disability, accident or illness. Individuals who are assessed as eligible for NHS Continuing Healthcare will have the full cost of their care and accommodation funded by the NHS.

Beacon operates an ethical business model which places the client at the heart of the process and aims to achieve the best possible outcome for our clients through robust and non-confrontational engagement with CCGs. Our team of advisers and caseworkers have established a strong reputation for their thorough understanding of the eligibility criteria and key principles, combining excellent client engagement with high-quality case representation. In seven years we have supported over 30,000 people and achieved a consistently high quality score from our clients.


The Project

For the past six years Beacon has been commissioned by NHS England to deliver the first national specialist NHS Continuing Healthcare information and advice service. The service delivers in two specific areas:

  • Remote verbal or written advice surgeries: time-limited specialist advice delivered via telephone, Teams and email
  • Literature in the form of comprehensive information guides provided via post and across digital access points

The service is open to anybody in England at any stage of the continuing healthcare journey or in the long-term care system. Clients and service-users will be entitled to receive a copy of Beacon’s literature in the format they find most accessible, and up to ninety minutes of remote (verbal or written) advice.

Remote verbal information and advice will be provided on any area within the scope of the National Framework for NHS Continuing Healthcare and NHS Funded Nursing Care (2007, 2009, 2012 and 2018 editions), and related guidance, and on the topics covered by the Navigational Toolkit.

The role of the Information Officer will be to deliver accurate tier one information to clients which helps them to understand what NHS continuing healthcare is, how to apply for it and what to do if they want to challenge the outcome of their assessment. You will also be expected to schedule tier two advice sessions with our specialist advice team for individuals who require an-depth consultation.

Please note that whilst prior knowledge of the NHS continuing healthcare criteria and assessment procedures is desirable, it is not necessary to have this knowledge and full training will be provided. We are looking for candidates with the right skills and personal attributes as listed in the Person Specification.


Our Values

At Beacon, we employ people who want to do things differently to other organisations working in this field. Five values sum up our culture and how we treat our clients and our staff:

  1. Ethical

Commitment to our clients

We operate with honesty and integrity. We are transparent about our funding set-up and our fees, which we keep as low as we sensibly can. We never ‘hard sell’ our services, we keep you informed at every step, and we always give our honest opinion of your chances of success. As a social enterprise, we donate any profits to charity.

Commitment to our team

We operate with honesty and integrity, and always work hard to get the best results for our clients and the business. We work to high standards, and trust our people to respectfully speak out if we fall short.


  1. Expert

Commitment to our clients

We pride ourselves on being recognised as leading independent experts in NHS Continuing Healthcare (CHC). We apply our knowledge and experience to help every case and caller. We also strive to improve CHC for everyone, by training health and social care professionals.

Commitment to our team

We are the leading experts in our field. We encourage and value innovation and evolution in what we do, and how we do it. We are united in developing the business and its services.


  1. Personal

Commitment to our clients

By listening carefully to you and the people who really know about your care needs, we can provide excellent advice and powerful advocacy tailored to your unique situation.

Commitment to our team

We get results by getting to know our clients. We do the same with our people, offering flexible working options to suit your circumstances, and taking time out to have fun as a team.


  1. Compassionate

Commitment to our clients

We are mindful of the immense stress that our callers and clients can be under, at what is often a really tough time. We do our best to lift some of that burden by providing a quality service that you can trust, and by being compassionate and courteous at all times.

Commitment to our team

The nature of the work can be stressful and emotionally draining. We take care and time to look out for each other, and encourage healthy work habits.


  1. Rewarding

Commitment to our team

We take the time to celebrate success and are inspired by one another’s achievements. We provide a generous and varied suite of benefits that can be enjoyed by our people and their families. 


Posted on: 20 January 2021
Closed date: 05 February 2021
Tags: Advice, Information, Legal