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Ref: CE199 | Homebased, UK, Nationwide

This is a fixed term contract until 31 March 2025. Occasional travel will be required as part of this role. This may include team meetings or other work-related meetings. It is contracted at 28-35 hours per week (7 hours per day).

We’re looking for highly motivated, resilient and customer focused individuals to fulfil the role of Support Line Officer. As part of the Support Line team, you will play an integral role in providing consistent, high quality information and support for people affected by stroke, both in the immediate aftermath of their stroke and long into their recovery journey. You will also respond to enquiries from healthcare professionals and members of the public.

This role delivers both our Stroke Helpline and Stroke Association Connect products.

The Stroke Helpline is our inbound support service that responds to calls and emails from people affected by stroke, and healthcare professionals.

Stroke Association Connect is our outbound support service that calls stroke survivors who have recently been discharged from hospital in areas where there is no local Stroke Recovery Service or equivalent.

This is a challenging and fast paced, yet highly rewarding role, requiring a high degree of resilience, flexibility and attention to detail.

Due to the nature of the role you would be expected to work flexibly on a shift basis (with availability to work between 8am-6pm), including some Saturdays and Bank Holidays.

Key responsibilities will include:

• Providing information and support to people affected by stroke, professionals and the public, making both inbound and outbound contact in writing and over the phone.
• Ensuring the practical and emotional needs of beneficiaries are identified and addressed through a range of channels.
• Connecting new beneficiaries to our charity, helping them to self-manage by making them aware of the support available.
• Working collaboratively with colleagues across the Support line team to provide an outstanding and personalised customer experience
• Working with colleagues across the organisation to deliver value to our customers and to realise our corporate objectives

You will have:

• Experience of working in a helpline/information provision setting or of working directly with people affected by stroke.
• Experience of providing high quality support and evidence-based information to others, verbally and in writing.
• Excellent listening skills and the ability to provide empathy and deal with calls who may be distressed or angry while remaining emotionally resilient.
• Access to a quiet and confidential space to work from.

To fulfil the role you must you must be resident in the UK and have the right to work in the UK.

Interested in this role?

Please submit your CV and supporting statement of no more than two pages, demonstrating how you meet the person specification and what you bring to the role in terms of your skills and experience, to [email protected] by midnight on 20 August 2023. Interviews will be held week commencing 04 September 2023.

Please confirm the role title and reference number within your application so we can ensure your application is sent to the relevant manager.

Interviews will be held via video conferencing. Please let us know if this will present any challenges when you email your application.

We are working to build a more diverse organisation. One where we recognise and promote everyone’s individuality with kindness, and where we harness the value and diversity that everyone brings to help deliver our goals. We encourage applications from anyone who wants to be part of that future. And in particular, we would encourage anyone with lived experience of stroke to apply.

• Or drop us an email at [email protected].

About us

Stroke Association. Rebuilding lives after stroke.

When stroke strikes, part of your brain shuts down. And so does a part of you. That’s because a stroke happens in the brain, the control centre for who we are and what we can do. It happens every five minutes in the UK and changes lives instantly. Recovery is tough, but with the right specialist support and a ton of courage and determination, the brain can adapt.

We believe everyone deserves to live the best life they can after stroke. And it’s a team effort to get there.

We provide specialist support, fund critical research and campaign to make sure people affected by stroke get the very best care and support to rebuild their lives.

We’re working to improve the diversity of our team. Because we know that individuality leads to a richer experience for our people and better support for those affected by stroke.

We strongly encourage people from all backgrounds to apply. And we’re particularly looking to increase the number of applications from those with lived experience of stroke and those from under-represented communities.

We developed a bold new corporate strategy so that we can rebuild more lives after stroke and make a bigger difference to people’s lives.

To help us deliver our strategy and make a real difference, we are looking to recruit talented people to a number of new roles.

If you would like to support stroke survivors to rebuild their lives, we want to hear from you!