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Permanent

Full Time (34.5 hours, Monday-Sunday)

Salary Range: £23,500- £28,500

Location: Home based

Do you take pride in your communication skills and have experience in customer service?

Can you deliver an exceptional level of support and guidance to people affected by cancer?

Do you want to make a positive impact every day at work?

If so, we would love to hear from you!

About the Role

Now more than ever, people living with and affected by cancer are contacting our support line for advice, so to meet this need we are expanding our wonderful team.

You'll work within our Cancer Information & Support Team, providing confidential information and support on our busy helpline, which receives up to 2500 calls per week. In addition, you will support customers by signposting them to access other services.

Working on a helpline and across omni channels (including email, webchat, and online platforms) to support people is a fundamental part of this role. We understand that you may not have all the skills for this role, but we will provide a robust induction and invest in your training to equip you with all the skills you will need to support people affected by cancer. This will enable you to build on your existing skills, and you will gain valuable experience from working in a growing and exciting area.

About You

We are looking for people who can demonstrate highly developed listening, communication, and interpersonal skills necessary to handle emotional and complex situations in a way which always balances empathy with professionalism.

To do this role you will have:

• Experience working in healthcare, social care, or working with vulnerable clients
• Excellent communication skills, both written and verbal
• Experience using the Microsoft Office suite of applications, including Microsoft Teams
• Contact centre experience (desirable, but not essential)
• An understanding of the needs of people living with and affected by cancer (desirable, but not essential)

As this is a home-based role, you will need:

• A reliable broadband connection with upload and download speeds of at least 3mbps
• To comply with strict data protection rules you must have a private, confidential space to work from.

We will provide all IT equipment needed for the role.

There may be occasions where you will have the option to travel to one of our offices (London, Glasgow, or Shipley – West Yorkshire) for events, training, or meetings.

About Us

We help millions of people with cancer across the UK live life as fully as they can through physical, emotional and financial support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. Together, we do whatever it takes for people living with cancer; with heart, with strength and with ambition.

We commit to actively developing you and offer benefits including private medical insurance, life assurance, pension, generous annual leave, and interest free loans for season ticket, gym membership and a vast range of discounts via our benefit platform which helps make our employees’ money go further.

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.

We want to make our recruitment processes accessible to everyone, so if there is any way that we can support you to be the best you can be, including any adjustments to our recruitment processes, please contact the Macmillan People Services Team at [email protected].

Working Hours

You will work an average of 34.5 hours per week on a shift system basis. The service operates 365 days per year and hours will be worked between 08:00-20:15, Monday – Sunday, including some weekends and bank holidays. You will not work more than 5 consecutive days and will receive notice of your shift pattern at least 1 month in advance.

It is essential that you are available to work the hours needed in order to best meet the needs of people affected by cancer, so we ask that if you are not able to work these hours that you do not apply for the role.

Recruitment Process

The application deadline is February 12th, 2023 at midnight.

Please submit your application as soon as possible, as we usually receive a very high number of applicants for this role and it is likely that the advert will be closed early.

Successful candidates will then be invited to a virtual interview w/c February 20th, 2023 via MS Teams.

The expected start date for this role is April 2023.

If you have any queries before applying, please contact Kay Donnelly ([email protected]) who will be happy to help you.

As we currently have several different Cancer Information and Support Adviser roles available, please do not apply for each role individually. Instead, please state in the first application question that you would like to be considered for all of the different roles.

Any offers on this role are made subject to a criminal records disclosure check or equivalent.

In order to ensure fairness and consistency to select the best candidate for this role, all of our applications are anonymised up until an interview has been confirmed so that shortlisting is based solely upon the suitability of the candidate’s experience.

We aim to encourage a culture where people can be themselves and be valued for their strengths. We seek to attract and employ the best people from the widest talent pool, reflecting the diverse range of people we support