Main Purpose of the Post

JOB DESCRIPTION

Job title / Helpline Advisor
Department / retailHUB
Location / Head Office , London NW7
Responsible to / Head of retailHUB
Hours / As per contract
Fulltime Equivalent Hours / 35 hours per week

The retailHUB Team develops and manages the provision of internal and external welfare services, operates a confidential Helpline, services the Welfare Applications and provides support to the Board and maintains records and filing.

Main Purpose of the Post

1.  Ensure the efficient assessment and processing of financial assistance applications.

2.  Providing an efficient casework service for applicants requesting help from retailHUB.

3.  After initial training, takes call on retailTRUST’s confidential Helpline.

4.  To undertake administrative and clerical work as directed.

Main Duties

1.  Financial Assistance Applications

·  To control and maintain caseworker load set in departmental objectives.

·  Ensure the efficient assessment and processing of financial assistance applications.

·  Ensuring that all grant applicants meet the charity’s criteria.

·  To liaise with the referring agency and/or the applicant direct to ensure that all necessary information has been gathered so that they receive the maximum help available in a timely manner.

·  Identifying and making appropriate applications to external agencies and other charitable funds where appropriate.

·  To maintain a good working relationship with benevolent and charitable funds.

·  To maintain agreed levels of service, keeping to agreed timescales.

2.  Delivering a Helpline Service

·  After initial training takes call on retailTRUST’s confidential Helpline assessing caller’s needs and providing appropriate evidence based information.

·  Supporting individuals in distress using person centred Helpline skills.

·  Assessing need and providing appropriate referral to other agencies or organisations.

·  Maintaining clear professional boundaries with callers by operating within the agreed helpline role at all times

·  Ensuring compliance with all helpline policies and procedures

·  To participate in promotional events as required.

3.  Administration

·  Maintaining accurate records (computerized) and reporting as required through Microsoft Dynamics CRM.

·  Compiling, maintaining and updating reference data as required, ensuring an up to date data reference library.

·  Dealing with telephone enquiries as required, taking messages in the absence of colleagues when necessary.

·  Undertaking clerical or administrative work as required by the retailHUB department to meet the agreed deadlines.

·  Undertake filing as required.

Health and Safety

·  Being aware of and complying with safe working practices as instructed and in accordance with retailTRUST’s policies and procedures; attending training as required.

·  Contributing to the maintenance of a safe environment throughout retailTRUST by immediately reporting any unsafe practice or situation to an appropriate Manager.

·  Reporting any defective equipment to an appropriate Manager.

·  Reporting accidents to staff, guests and visitors to an appropriate Manager and recording or checking the record in the Accident Record Book.

·  Acting calmly and responsibly in an emergency and responding to instructions.

General

·  Complying with retailTRUST’s Policies and Procedures.

·  Ensuring that the requirements and spirit of the Residents’ Charter are met at all times (as applicable).

·  Contributing to the development of retailTRUST’s philosophy.

·  Participating in staff meetings to improve communication within the charity.

·  Promoting positive working relationships between all Departments.

·  Attending staff meetings, training and development and staff supervision meetings.

This is not an exhaustive list of tasks and the postholder may be asked to undertake any other reasonable duties in connection with the post.

Job Descriptions are reviewed frequently and may be amended at any time in accordance with the needs of retailTRUST..

The postholder must at all times carry out responsibilities and duties with due regard retailTRUST’s Policies and Procedures

PERSON SPECIFICATION

Helpline Advisor

Below are the requirements needed to undertake this post and will form a key part in the recruitment process. This post is one for which a CRB check is required.

EDUCATION/QUALIFICATIONS

·  Educated to ‘A’ Level or equivalent

EXPERIENCE

·  Knowledge of grant making procedures is essential.

·  Experience providing telephone support is essential.

·  Experience of working in a call centre/ helpline environment is essential.

·  Experience in resourcing appropriate information on a wide range of issues; with the aim of signposting groups and individuals

·  Some experience in an advisory capacity gained in either employment or in a voluntary capacity is essential

·  Experience. in office administration

·  Experience of using customer relationship management database systems is essential. Experience of using Microsoft Dynamics CRM would be an advantage.

KNOWLEDGE/SKILLS

·  Excellent communication skills (written and oral) and the ability to communicate with a wide range of people (essential)

·  Ability to liaise sensitively with a broad range of applicants/ helpline callers who are often vulnerable and experiencing difficult situations (essential)

·  Ability to prioritize a varied workload, work to tight deadlines and to achieve targets (essential).

·  Good numeracy skills (essential).

·  Good IT skills including familiarity with the Internet and Microsoft Office Outlook, Word and Excel (essential).

·  Ability to work well under pressure, and be accurate.

·  Knowledge of the not for profit sector and retail industry would be desirable

·  General knowledge of the various welfare benefits available to individuals and families (desirable).

DISPOSITION

·  Ability to empathise and respect peoples dignity

·  Calm and confident when under pressure of challenging situations and individuals

·  Self motivated with ability to work effectively individually and as part of a team.

OTHER

·  Ability to manage time and workload so as to meet the needs of the position

·  Ability to maintain confidentiality at all times

·  Ability to provide cover for colleagues on occasion

·  A commitment to Equality and Diversity in all activities

·  Willingness to undertake training (health, safety, vocational and developmental)

Work Life Specialist – April 2014