Cystic fibrosis is a chronic, life-shortening condition for which there is currently no cure. Those with the condition face a daily battle to stay well, which includes an intensive daily burden of treatment from diagnosis and throughout life. The disease affects everyone differently and can limit life in a number of ways, but treatments are improving all the time.
Our helpline is open five days a week and takes over 3,500 enquiries a year. The helpline is often the first point of contact when someone gets in touch with the Cystic Fibrosis Trust, and is the gateway to our information and support services. Through these services, we aim to empower people with cystic fibrosis to live a life unlimited by the condition. With line management responsibility for our two Helpline Officers, you will be a key point of contact on the helpline, answering queries, seeking out information, ensuring our community can access our peer-to-peer support, financial support and welfare advice, as well as signposting to other sources of information and support and providing a knowledgeable, friendly and empathetic listening ear.
Working as part of a small and supportive team, you will bring exemplary interpersonal and communication skills, and the ability to listen carefully to an enquirer and work with them to identify how we can best support them. You’ll ensure that everyone contacting our helpline receives effective information and support in a timely manner, and that our service is understanding, professional, and sensitively delivered.
You’ll be responsible for ensuring we can record and report on the outcomes and impact of our helpline, as well as developing the service to ensure accessibility through exploring new channels (social media, chat services etc). You will also develop and maintain policies and procedures, ensuring the team is supported to deliver a professional and comprehensive helpline service. A keen eye for detail, an empowering approach to line management, and the ability to translate the needs of people we support into innovative service delivery, will be essential.
The closing date for applications is 31 July 2020, and interviews will take place on 12 August (we anticipate that these interviews will be conducted virtually).
Benefits include 30 days annual leave.
The client requests no contact from agencies or media sales.