Carers Helpline Adviser Derby, England
Job description
Do you have a passion for working in the heart of your local community and are driven by making a difference? Then Citizens Advice Mid Mercia is the organisation for you.
Our free and independent advice helps people solve problems in a confidential and impartial manner. Whatever the problem, we won’t turn people away. We make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.
We are a dynamic and ever-changing organisation with new services and teams regularly coming on board. As such we are looking for a part-time Carers Helpline Adviser to join our Universal Services for Carers Teamon a permanentbasis.
The role will be responding to calls from unpaid carers through the service’s helpline and action referrals from partner organisations. This will include assessing the needs of unpaid carers and then providing appropriate information, advice, and guidance and/or signposting/referral to appropriate internal/external services. Undertake Carers Conversations with unpaid carers. A Carers Conversation is a one-off, pre-booked appointment providing an opportunity for unpaid carers to discuss their circumstances and consider what support options are available for them.
We are looking for individuals who have:
- Experience of providing advice or information through various channels
- Experience of working in a customer/client focused role
- Excellent verbal and written communication skills
- Experience of managing time, against competing priorities and a varied workload with the ability to monitor and maintain service delivery against agreed targets in a busy environment
- Proven ability to use a variety of IT/digital systems and packages
Full training and support will be given to the successful candidate to enable them to carry out their role
Responsibilities / Key Tasks:
- Assess client enquiries using sensitive listening and empathetic questioning
- Conduct assessments over the telephone or face-to-face
- Identify and summarise the essence of the client’s issue/s
- Identify key information about the issue/s, including time limits, key dates and any requirement for urgent advice or action (using agreed procedures and any other diagnostic tools, as necessary)
- Assess and agree the appropriate level of support, taking into consideration the client’s ability to take the next step themselves, the complexity of the issue/s and the Services’ resources
- Refer/signpost clients appropriately (both internally and externally) to suit client’s needs following agreed protocols, including managing expectations and informing clients of what to do/expect.
What we offer in return:
- 28 days entitlement plus bank holidays pro-rata
- Full advice training is offered to all members of staff regardless of role to Advice Quality Standard (AQS)
- Opportunities for further training and continuous professional development
- Internal progression opportunities
- Supportive environment
- Remote/flexible working opportunities, subject to management approval
- Option to buy & sell holiday allowance, subject to management approval
- Paid DBS application, where applicable
- 5% pension contributions
- 3 month’s full contractual pay for maternity/paternity, upon meeting qualifying criteria
- Potential additional permanent contracted hours, where the organisational need exists
- Being part of a great team / CAMM family
We value the health & wellbeing of our teams, and this is very important to us. As such, we offer time out breaks and a counselling line for all staff and volunteers.
The essentials:
Salary – £21,891 FTE pro rata
Hours – 22.5 hrs/week (Pattern of work to be agreed with successful candidate)
Hybrid Working –a few days per week from one of our offices (Church Gresley or Derby City Centre) and a few days from home depending on service needs
To apply: CV and cover letter, explaining why you would be suitable for this role
The full Job Description - https://www.citizensadvicemidmercia.org.uk/vacancies/#apply
Closing Date: 14 June 2023
Provisional Interview Date: 21 June 2023 (over MS Teams)
Thank you for your interest in our vacancy. Due to the volume of applications anticipated for this role, if you do not hear back from us within 7 working days of the closing date, please assume that your application has been unsuccessful on this occasion. Please do not be discouraged from applying for other positions within our organisation.
Job Types: Part-time, Permanent
Part-time hours: 22.5 per week
Salary: £13,134.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Health & wellbeing programme
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Derby
Application deadline: 14/06/2023
