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Job description

SAre you looking for a career where you can make a difference?

With your support, what if every phone call you receive helped change someones life?

When you are talking to women and men on the phone to arrange consultations, youll understand that they are facing an emotionally complex decision and you will find the right appointment for them in an impartial and caring way.

The Appointment Advisor is the first point of contact for all BPAS clients. You will primarily make appointments and answer all client related queries in a professional and empathetic manner, ensuring you always provide an efficient client-centred service.

Based in our Booking & Information centre in Leamington Spa, you get to work with a friendly group of people, in a modern well-equipped office that offers free parking, a break room with tea, coffee and snacks, and excellent facilities nearby for your lunch break.

Home to over 100 colleagues, the Booking & Information Centre (BIC) deal with over 6000 contacts on a weekly basis via phone and email. The BIC team are non-judgmental and offer first class client care.

If you enjoy speaking to people over the phone and you have customer service experience then this could be the perfect role for you!

As an advisor you are the first point of contact for BPAS clients which makes this role all the more rewarding.

We are looking for candidates who:

• Are confident when dealing with a wide range of queries
• Can problem solve effectively to find solutions for our clients.
• Have excellent communication & listening skills.
• Can remain calm in stressful situations.
• Are non-judgmental & can offer first class client care
• Are computer literate
• Have great attention to detail
• Have strong interpersonal skills

We offer a full induction & comprehensive training package to support you in your first few weeks with us, equipping you with the skills & knowledge to provide great care to our clients. You will also have continuous ongoing training & full support from our Quality Coaches and Team Managers.

If you are wanting more from your career, we can also support & develop you with extra mentoring to help you progress up your career ladder within BPAS.

In return, BPAS has generous benefits for our employees:

• Life assurance cover at 3 times your salary
• 34 days annual leave per year including the bank holidays
• A defined contribution pension scheme.
• Family friendly policies including enhanced maternity leave

You will also have access to our employee benefits programme through BHSF which includes

• Special health & wellbeing services including discounted gym membership, healthcare cash plan, & network benefits, online discounts site.
• Colleague assistance telephone helpline
• Lifestyle offers for you & your family - this includes various salary sacrifice schemes, counselling services & free private GP appointments.

About us

British Pregnancy Advisory Service (BPAS) is the UK's largest independent women's reproductive healthcare charity. We work mainly on behalf of the NHS across the country providing abortion, contraception, STI testing & treatment. We specialise in evidence-based, not-for-profit care reproductive healthcare.

Working with us:

Alongside a supportive and friendly working environment, BPAS has generous benefits: life assurance cover at 3 times salary, 34 days annual leave per year & a defined contribution pension scheme. You will have access to our employee benefits programme through BHSF which includes special health & wellbeing services & lifestyle offers for you & your family. This includes various salary sacrifice schemes, counselling services & free private GP appointments.

For our clinical roles, a full clinical training package will be provided along with comprehensive support. Nursing & midwifery colleagues will have the opportunity to train in 1st & 2nd trimester sonography scanning, contraception fitting & STI testing. For surgical units you will gain experience in conscious sedation & general anaesthetic treatment in our operating departments.

BPAS is committed to safeguarding & promoting the welfare of vulnerable adults, children & young people through a safer recruitment framework. This includes a thorough selection process & a number of pre-employment checks.

Further Information

Location: BPAS Head Office, Tachbrook Business Park, Leamington Spa

Salary: £11.62 - £13.87 per hour depending on skills and experience

(£21,756 to £25,959 per annum pro rata)

We also offer a premium payment of time and a half for working on Saturday & Sunday

Hours: 27hrs per week

Monday-Friday 07:00-12:00 | Saturday 08:00-12:00 (alternate)

Saturday shifts are paid at time and a half

Shifts longer than 6 hours will include 30 minutes unpaid break

______________________________________________________________________

Please note:

Successful candidates will be required to complete 2 weeks of mandatory training from Monday to Friday, 8.30 - 4.30. Dates will be confirmed at interview

Interested so far? Don't delay, apply today with your CV detailing how you meant the below person specification!

This job advert may close before the advertised closing date if sufficient applications have been received. Please apply for this job as soon as you can, if interested.

The Small Print: All applicants must be pro-choice.

If you do not hear from us within 2 weeks of the closing date, unfortunately you will not have been shortlisted on this occasion.

References: All offers of employment are conditional based on satisfactory pre-employment checks. We require applicants to provide 3 years of employment references including information on reasons for leaving and any gaps in employment.

Person Specification

Qualifications

Essential

• English and Maths qualification either GCSE A to C or Functional Skills Level 2 or GCSE 4* or NVQ level 2

Experience

Essential

• Previous experience of telephone work.
• Excellent communication and listening skills, with the ability to remain calm in stressful situations
• Able to problem solve effectively in order to find solutions for clients

Desirable

• Previous customer care call centre environment experience
• Geography of UK

General

Essential

• Do you support a woman's right to choose abortion?
• This vacancy is working part time 16hrs per week on a Thursday, Friday and Saturday - can you commit to those hours?

Desirable

• Please list any further information you wish to add in support of your application for this role.

Job Types: Part-time, Permanent
Part-time hours: 27 per week

Salary: £11.62-£13.87 per hour

Benefits:

• Company pension
• Employee discount
• Enhanced maternity leave
• Free flu jabs
• Free parking
• Life insurance
• On-site parking
• Private medical insurance
• Sick pay

Schedule:

• Day shift

Ability to commute/relocate:

• Warwick: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• Do you support a woman's right to choose abortion?
• Are you aware this is a part time - 27hrs per week - Monday to Friday 07:00-12:00 | Saturdays (alternate) 08:00-12:00? Can you commit to this pattern?

Work authorisation:

• United Kingdom (required)

Work Location: In person