Holborn, Greater London
WC2B, London
£24,535 - £27,000 per year
Permanent, Full-time
Job description
  • Full-time
  • £24,535 - £27,000 per annum (dependent upon experience) + pension, medical and dental insurance
  • 25 days holiday (plus three additional days to be taken between Christmas and New Year)
  • 34 hour working week with a 4pm finish on Fridays
  • Central London location (Covent Garden)


Enquiries/Grants Team Leader


A vacancy has arisen within our small but busy Enquiries team, which handles all enquiries relating to support from the Masonic Charitable Foundation. The Enquiries team is often the first point of contact for beneficiaries experiencing distress and provide an essential role in managing a wide range of emotions and providing advice and guidance on a wide range of issues. 

The successful candidate will have a calm, confident and empathetic telephone manner and contribute to the excellent service provided by the team. In addition to handling enquiries, part of the role will be to prepare grant applications for financial support and to review and administer the support awarded. Strong verbal and written communication skills are essential as the candidate will be responsible for building and maintaining excellent working relationships with our applicants and volunteers.


Primary responsibilities:

  • Respond to and progress new enquiries for assistance to the charity

  • Handle a broad range of queries from applicants, families and volunteers, offering support, guidance and direction to relevant agencies and sources of information

  • Identify complex and priority cases and take appropriate action to ensure efficient end-to-end handling

  • Recognize and appropriately escalate safeguarding concerns

    Secondary responsibilities:

  • Process applications for financial assistance from the charity

  • Compile and summarise information from a variety of sources and prepare clear and concise reports for submission to decision makers

  • Maintain regular contact with volunteers, applicants, families and service providers by email, letter and telephone

  • Review the financial support given to each family as necessary and ensure that support is administered correctly



  • Polite, calm and empathetic telephone manner

  • Ability to tailor communication to suit audience

  • Experience in customer services and/or administration

  • Ability to build and maintain effective working relationships, both internally and externally

  • Strong verbal and written communication skills

  • Ability to prioritise

  • Attention to detail

  • Ability to work independently and as part of a team

  • IT skills, particularly MS Office applications


  • Experience of working in a call-handling role

  • Experience of managing a caseload

  • Experience of working alongside volunteers

Posted on: 20 June 2019
Closed date: 08 July 2019
Tags: Operations

The client requests no contact from agencies or media sales.