Helpline Administrator

We're looking for a kind, compassionate and resilient Helpline Administrator to join our IDVA service in Kent.

£25,210.00 per annum, working 35 hours per week. Benefits include 25 days Annual Leave, pension schemes, staff discounts, healthcare and career progression.

Want to feel like you're making a difference? You'll feel at home here.

Making you feel at home here means helping you thrive in every way. That's why we offer a wide range of benefits, award-winning Learning & Development and a culture that welcomes all. These aren't token gestures - we've thought long and hard about how best to support our team. After all, our people are doing something amazing: helping to transform lives every day.

The role of the Helpline Administrator is to answer calls on the helpline within the helpline opening hours and to provide administrative support for the IDVA team.

This is a 12 month fixed term contract.

All applicants must be legally eligible to work in the UK by the start of employment as Look Ahead are not able to offer sponsorship.

What you'll do:

This role will not carry a caseload

Answer calls on the helpline, screen, advise and signpost clients and take details to be passed to the IDVA Team Leader

Carry out administration tasks in line with the role as directed by Team Leader including but not limited to adding new referrals, closing cases and uploading Marac actions

Assisting in the recording and reporting of customer incidents

Developing productive relationships with partner organisations to improve service outcomes and promoting the service to outside agencies and clients

Knowledge of the criminal justice system. Understanding of Marac protocols

Adhering to lone working protocols and maintaining high levels of awareness in relation to the health and safety of yourself and colleagues

Encouraging and signposting clients to attend relevant programmes when appropriate

Ensuring Look Ahead Health and Safety policies and local protocols are adhered to

Adhering to all other Look Ahead's policies and procedures

Engaging in learning and development activity to increase knowledge and skills

Undertaking any other duties consistent with the grade and nature of the post as assigned by the IDVA Team Leader

This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead

About you:

Enjoys social interaction and the company of others, joins in local activities to encourage customer involvement

Exudes a warm friendly presence and open behaviour v Prefers working as part of a group or team

Is fundamentally calm and resilient, does not let emotion adversely affect them or obscure their judgement

Has a practical and logical mind and is naturally well organised

Able to apply the right balance of care and support dependant on the needs of the customer

Thrives on change and enjoys dynamic diverse environments v Is confident with high levels of self-esteem

Is respectful, articulate and sensitive in style of communication

Is motivated towards excellence and improvement of personal performance with a can do attitude

Ability to cope positively with challenging and diverse behaviour

Ability to adhere to Look Ahead's professional boundaries policy

What you'll bring:

Essential:

Good knowledge of the issues domestic abuse victims and survivors face

Desirable:

Previous work with male victims of domestic abuse

About us:

Look Ahead is a leading, not-for-profit care and support provider in London and the South East. Our vision is to build better lives through social care and housing in local communities. As an organisation we deliver over 120 services, providing support to around 6000 customers each year. Our mission is to co-design and deliver services that offer innovative social care solutions and support people to thrive. We work across mental health, homelessness, young people and learning disabilities so there are plenty of opportunities to grow and progress your career with us.

We have a strong social purpose and we live and work by our values:

We focus on Excellence and innovation.
We are Caring and Compassionate.
We are Inclusive and Trusted.
We work in Partnership and are One-Team.

Look Ahead is committed to safeguarding and promoting the welfare of children and adults at risk, and expects all employees, workers and volunteers to share this commitment.

If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.

We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.

We are committed to diversity and inclusion at work and are accredited with Silver in the Inclusive Employers Standard 2021. We are a proud member of the Employers Domestic Abuse Covenant and encourage applications from a diverse range of applicants of all backgrounds.