Newclientenquiries Switchboard Operator and Administration Assistant

NewClientEnquiries Switchboard Operator and Administration Assistant

Role Specification

This job description outlines the key accountabilities of, and output required from, the post holder. It is not a definitive list and the role may well change and evolve over time.

Department/team/location: Client Services

Direct Line Manager: New Client Enquiries Manager

Salary: starting from £17,950.00 (pro-rata)

Other Benefits:

• Holiday – 33 days per year, including public holidays (Jan – Dec)
• Once evidence is displayed of independence with own workload Flexi time is available with the ability to build up to one extra day off per month – charity needs permitting
• Various paid “Revive Days” (away days) throughout the year
• After satisfactory completion of probationary period CAP will contribute 5% CAP’s own pension scheme.

Context of the job:

The New Client Enquiries Switchboard exists to handle calls from the general public enquiring about becoming a CAP Client.

Main purpose of the job:

To answer calls from the general public enquiring about CAP’s service. To sell the unique CAP solution to potential clients and assess suitability of clients for the service. To use CAP’s diary system to book in clients for their first visit.

Key accountabilities:

• Responsible for answering the client enquiries switchboard. We aim to answer 80 - 85% of calls during working hours.
• Responsible for returning voicemail messages. We aim to return all calls within 2 hours.
• Responsible for booking first appointments for all clients to be seen by our centre network.
• Ability to explain and sell the CAP service in a competent manner so that clients go ahead with booking where appropriate, but also to effectively determine those we cannot assist and signpost them to competent organisations.
• Send out appointment confirmation letters to new clients.
• Book appointments in the on-line diary and send information about the client to the caseworker.
• Prepare post for collection at the end of the day.
• Post self help packs to enquirers who don’t want to go ahead with our service or who fall outside of our centre network coverage.
• Responsible for looking after NCE and general enquiry emails & faxes on a daily basis – we aim to respond to all info emails within 24 hours.
• Answering calls from existing clients via the main CAP switchboard.
• Assisting regional client services teams with answering calls on-demand.

Other responsibilities include

• Being willing to pray for clients over the telephone
• Being happy to share Christian gospel with callers and lead clients in prayer of salvation if appropriate

Overall Charity Responsibilities

• To encourage friends, family and other contacts to support the charity through the Life Changer programme and other fundraising initiatives.

The above job description is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances.

Person Specification

Knowledge

• Computer literate i.e. confident user of Microsoft Office and internet use.

Skills/Abilities

• A confident communicator who is decisive and proactive
• The ability to use initiative and ‘think on their feet’
• Ability to sell a solution
• Keen attention to detail
• Able to prioritise workload efficiently and manage time effectively
• Ability to handle potentially distressing ‘phone calls
• A calm, confident telephone manner that inspires confidence

Experience

• General office and administrative experience essential. Experience with call handling or switchboard management preferred.

Christian Commitment

• Must be able to give both verbal assent to and practical demonstration of Christians Against Poverty’s Statement of Faith and Core Values
• Must be able to actively participate in prayer and worship, whether individual, small group or corporately, as an expression of own personal faith and in line with CAP’s Statement of Faith.

Other

• Must have flexibility to be able to attend residential staff conferences
• Comfortable in a “charismatic” Christian environment

The above job description is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances.

Job description prepared:Martin Foster - New Client Enquires Team Leader

Date: January 2012

Christians Against Poverty is an equal opportunities employer