Helpline Officer

A rare opportunity has arisen for the vital position of a Helpline Officer to act as the first point of contact for older people requesting support from Age UK South Lakeland.

Our Helpline deals with a significant number and a wide range of enquiries both via telephone and in person, and as such this exciting position will be fast paced, varied and ultimately very rewarding.

This position offers significant opportunity for progression and development with the organisation for the right candidate.

Responsibilities:

• To have support the day-to-day running of the Helpline facility at Age UK South Lakeland


• To act as a first point of contact for older people in South Lakeland who call the Age UK South Lakeland Helpline for signposting/advice or any kind of support


• To act as a first point of contact for older people in South Lakeland who drop into our Resource Centre at 17 Finkle Street in Kendal


• Respond holistically and appropriately to the issues and needs identified and provide accurate, high quality information


• Liaise with the duty Officer to ensure accuracy of advice given and for guidance as required


• Create referrals of appropriate urgency to Age UK Compass Officer/Specialist teams or other relevant agencies/service providers


• Engage with clients in a friendly, courteous, prompt and appropriate manner, using excellent communication skills to deliver high quality service at all times


• To be aware of the particular needs of the whole range of client groups including those unable to access services directly and to refer these clients onto other services effectively


• Work as part of a team, contributing to meetings and attending relevant training


• To access and accurately maintain electronic client records, calls and referrals ensuring compliance with the Data Protection Act, maintaining management information to assist in workload/demand profiling and to inform continuous improvements to the services provided
  
  Excellent communication skills by telephone and face to face with patience and understanding


• Use of initiative/self-motivated


• Non-judgmental and empathetic manner


• Thorough and attentive to detail


• Positive outlook


• Problem solver, pragmatic and resilient


• Flexible and adaptable


• Ability to maintain confidentiality and handle sensitive information with discretion
  
  Pulled from the full job description


• Company pension


• Employee discount


• Health & wellbeing programme, We offer five weeks paid holiday per year, plus public holidays and an additional day off on birthdays. A health benefit scheme and pension scheme is available for staff after completing a probationary period of six months.