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A Guide Line Advisor helps people with sight loss to live the life they choose by delivering virtual information, advice and guidance via the Guide line, using a person-centred approach. This includes being a telephone, email and web enquiry operator and delivering the key administrative functions of the Guide Line. The advisor ensures operational delivery of the line is successful and accessible for those that need to access it and is a specialist in either dog wellbeing, children and young people or adults.

You’ll be working 35 hours per week, worked 9am to 5pm, Monday to Friday. This is a home-based role.

We offer a generous pension scheme, annual leave, life assurance and enhanced pay for parenting and sickness leave. In addition, we provide an Employee Assistance Programme, flexible benefits package and discounts and cashback scheme to care for our people.

More details can be found in the attached candidate pack and job description.

We reserve the right to close adverts earlier than the closing date.

Diversity

Guide Dogs welcomes applications from all sections of the community and actively encourages diversity to maximise achievements, creativity and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment, regardless of age, race, gender, religion, sexual orientation, disability or nationality.

We encourage applications from people with disabilities as they are currently under-represented in the organisation and guarantee an invitation to interview for all applicants with disabilities who demonstrate, within their application form, sufficient evidence to meet the essential criteria for the job.

Safeguarding

Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and adults at risk of harm with whom we work. We expect all our employees and volunteers to fully share this commitment.

To be able to fulfil this role, the skills and experience we are looking for in a potential candidate include;

Essential

• Educated to post-secondary level with a minimum of 3 GCSE passes including Maths & English at grade C (or equivalent) (QCF level 2 / SQCF level 5).
• Proven experience in administration within a Customer Service environment.
• Demonstrable experience of using a Customer Relation Management (CRM) system to record customer activity.
• A comprehensive knowledge of GDPR regulations.
• Computer literate with good skills in the Microsoft Office suite (Outlook, Excel, Word, PowerPoint).
• Clear understanding and experience of safeguarding.
• Highly motivated towards a delivering a person-centred service.
• Demonstrable evidence of willingness and ability to deliver the highest standards of customer care.
• Evidence of dealing with confidential issues sensitively and with total integrity.
• Positive, team player, who is a self-starter and uses initiative to complete tasks.
• Able to handle difficult conversations in a calm and non-judgemental way.

For the complete list of essential and desirable criteria necessary to be successful in this role please see the Person Specification within the Job Description below. The candidate pack contains more information about this role & the recruitment process at Guide Dogs.

If you are successful you will need to provide evidence of your right to work in the UK. We cannot provide sponsorship for this role.

How to apply

If you have any accessibility needs, please contact our Recruitment Team on 0118 3540345 or [email protected].

Applications need to be made using the online application form, accessed using the ‘apply’ button above.

As part of your application ensure you provide evidence and examples of how your skills & experience meet the criteria as set out in the attached job description.

The system has a one-hour time limit. We would advise you to prepare your answers separately and then copy and paste into the online form once finalised.

If any mandatory fields are missed, a pop-up box will appear at the top of the page advising which sections require completion.

Please note that you’ll have to upload a CV as this is a mandatory requirement as part of our Safer Recruitment Policy.

Guide Dogs follow Safer Recruitment practices to ensure we are safeguarding the vulnerable people we work with. As part of this, we require a full work history with any gaps accounted for & a minimum of 2 professional referee details fully covering the past 5 years. If there is not enough space in your application form to provide this information, please ensure you upload additional documentation containing the additional detail.

Please contact our Recruitment Team on 0118 3540345 or [email protected] if you require any support with your application.