Caller Support Officer

6 months ago


Surrey, United Kingdom Samaritans Full time

**Caller Support Officer**:
Samaritans receives over five million calls each year covering all kinds of issues. We started with just one man and a phone, and today we’re one of the world’s biggest helplines with over 20,000 volunteers.

Part of the role is to devise good effect support plans with callers that offers a consistent service with clear boundaries whilst reducing the risk of dependency or attachments to volunteers. You should be confident in managing difficult and challenging conversation with callers who may be looking for support that is not part of our service.

The Caller Support team work very closely with volunteers and other staff so the need to have excellent communication skills is essential, as is being able to build strong working relationships remotely to ensure we are working together to provide the best support to our most vulnerable callers. It is essential that you have experience in using large quantities to data taken for several systems to evidence our decision making. The role will bring you into contact with police, coroners, and other external agencies so it is essential that you can demonstrate your experience responding to enquiries in a professional manner.
- Permanent full-time role
- £31,800 per annum plus benefits
- Hybrid working - 1/2 days per week in Central Office in Ewell/3days remote working
- You will need to be able to work flexibly to support volunteers which may involve occasional travel or evening/weekend meetings.

**Skills & Experience Required**
- Having experience of working in a frontline/helpline setting that has brought you into contact with vulnerable callers, you will be used to working within service boundaries and have skills to handle contacts from callers who may be in extreme distress or who are frustrated and angry.
- Being confident in negotiating support plans with some of our more complex callers to ensure they receive structure and focused support.
- Experience working with large volumes of data with attention to detail is a must, although training will be provided on internal software.
- This is an extremely busy role and although you will be part of a team the ability to manage and prioritise your own workload is essential.

**Full Job Description can be found here**

**Employee Benefits**

We offer some brilliant benefits including flexible working, family-friendly policies, and training to support your development. You'll have 28 days annual leave, including wellbeing days, plus bank holidays. We match your pension contribution up to 5%. You can claim money back via a Health Cash Plan and wellbeing options including a free subscription to Headspace and Perkbox.

**Application**

1st stage interviews will take place w/c 11th September. Please note there will be a task set for 2nd stage interviews and an opportunity to meet the Caller Support Team



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