Contact Centre Officer

4 months ago

Merthyr Tydfil, United Kingdom Case-UK Limited Full time

Job description

The post holder will play an instrumental part in supporting the overall delivery of the contact centre service, including supporting participants with mental health challenges, understanding how their mental health condition is affecting them in the workforce and providing them with a flexible and personalised support programme, utilising a mixture of face to face and technology-based interventions. The roles will primarily become the first point of contact for all communication (including in the medium of Welsh) for the Access2Work Mental Services across the UK between the hours of 8am - 10.30 pm Monday to Fridays.

The post holder will provide information, advice and guidance to all individuals who make contact through the contact centre service, however if required they may be required to undertake face to face work as and when needed. This would involve providing a skilled holistic assessment and deliver evidence-based health focussed interventions to participants on the programme, utilising their specialist skills, knowledge, and experience to provide participants with advice, guidance and support tailored to the participants’ individual needs. The post holder will take a holistic approach to long-term health condition management and work closely with the participants Vocational Rehabilitation Consultant (VRC), other Case-UK Limited employees and health services to help people improve their lives.

Key Duties

Direct Delivery to Participants & VRCs

Provide telephone support including an out of hours service between the hours of 6.30pm - 10.30pm

Communicate with the contact centre lead* on all issues relating to the contact* centre service delivery.

Support VRCs in developing a Support Plan and Communication Plan with the participant, focusing on improving their health and enabling them to stay in, or return to work.

Work with the Contact Centre Lead to ensure the Case-UK telephone system is fully operational and compliant at all times.

Conduct an initial holistic assessment with the participant. Providing telephone and live chat-based interventions to participants.

Offer advice and guidance to participants regarding their health conditions and empowering individuals to manage their health more independently and effectively.

Ensuring participants are able to access appropriate self-help material.

Referring participants to specialist services, agencies, and organisations where appropriate.

Assisting and supporting the Contact Centre Lead with implementing and managing Light Touch Process

Manage own Light Touch case load under supervision.

Maintaining Accurate Records

Ensure that all participant related activities are recorded accurately and appropriately on our systems in a timely manner, as per KPIs and professional standards.

Update and upload participants’ health action plans within 48 hours onto the system as appropriate after appointments.

Record all other supporting documentation as appropriate onto participants’ files.

Provide statistics in relation to performance by the end of each month, and for quarterly reviews, as per KPIs.

Manage Risk Related Issues Appropriately

Escalating any risk issues as per Case-UK Limited Safeguarding Policy.

Stakeholder Relationship Management

Demonstrate excellent communication with other VRC’s, the Performance and Delivery Manager and all other operational staff.

Promote* and generate* referrals to the service to increase engagement and maximise uptake.

Work with wider team to build relationships with external organisations such as the NHS and specialist providers of health and wellbeing related services.

Provide upskilling or training to operational staff, employers and relevant external organisations to continually improve the service offer to participants.

Continuous Professional Development (CPD)

Participate in monthly review meetings to discuss your performance in the role and delivery of the service.

Participate in an annual professional development review to identify areas for ongoing personal and professional development.

Participating in training and development opportunities provided.

Taking ownership for your CPD and maintaining any professional registration.

**Job Types**: Permanent, Part-time, Full-time

**Salary**: £25,000 per year

**Benefits**:
Flexible schedule

Flexitime

Schedule:
8 -hour shift

**Experience**:
Mental health: 1 year (preferred)

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: £25,000.00 per year

**Benefits**:

- Bereavement leave
- Casual dress
- Sick pay

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Mental Helath: 1 year (required)

Work Location: In person

Reference ID: Contact Centre Officer

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