Contact Centre Officer

2 weeks 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

  • Contact Centre Associate

    3 days ago

    Merthyr Tydfil, Merthyr Tydfil, United Kingdom Simbec-Orion Full time

    ABOUT USSimbec-Orion is a responsive and agile full-service CRO, with wide therapeutic experience and specialist expertise in clinical pharmacology, oncology and rare diseases. Perfectly structured, we provide full-service clinical development solutions for small and mid-size drug developers - headed up by a centralised leadership team. With a focus on...

  • Contact Centre Associate

    5 days ago

    Merthyr Tydfil, United Kingdom Simbec-Orion Full time

    ABOUT US: Simbec-Orion is a responsive and agile full-service CRO, with wide therapeutic experience and specialist expertise in clinical pharmacology, oncology and rare diseases. Perfectly structured, we provide full-service clinical development solutions for small and mid-size drug developers - headed up by a centralised leadership team. With a focus on...

  • LMS & Resources Officer

    4 weeks ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil County Borough Council Full time

    **Job**:LMS & Resources Officer** **Job Ref**:RE-1331** **Salary**:£30,151.00 - To: £32,020.00** **Job Scale**:Grade 6 SCP 23-25** **Job Hours**:37 Hours** **Location**:Civic Centre** **Speciality**: Job Purpose To support the LMS & Resources Manager to carry out the core function of the service area including delivery of the local authority’s...

  • General Practice Support Officer

    4 weeks ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil County Borough Council Full time

    **Job**:General Practice Support Officer / Swyddog Cymorth Practis Cyffredinol**: **Job Ref**:RE-1397**: **Salary**:£27,344.00 - To: £29,439.00**: **Job Scale**:Grade 5 / Gradd 5**: **Job Hours**:37 Hours / 37 Hwrs**: **Location**:GP Practices within Merthyr Tydfil/Lleoliadau Practis Cyffredinol ym Merthyr Tudful**: **Speciality**: This post is fixed term...

  • Revenues Officer

    4 weeks ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil County Borough Council Full time

    **Job**:Revenues Officer / Swyddog Refeniw**: **Job Ref**:RE-1438**: **Salary**:£24,948.00 - To: £26,845.00**: **Job Scale**:Grade 4 / Gradd 4**: **Job Hours**:37 Hours / 37 Hwrs**: **Location**:Civic Centre / Agile - Canolfan Ddinesig / Agile**: **Speciality**: Job summary Liaise with outside agencies (Employers, Court Personnel, D.W.P., Citizens Advice...

  • Spf Cla Administration Officer/swyddog Gweinyddol

    1 month ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil County Borough Council Full time

    **Job**:Spf Cla Administration Officer/swyddog Gweinyddol Ygff Pmg**: **Job Ref**:RE-1354**: **Salary**:£22,369.00 - To: £24,496.00**: **Job Scale**:Grade 3 SCP 7-12 / Gradd 3**: **Job Hours**:37 Hours / 37 Hwrs**: **Location**:Community Venues/Agile Working/Orbit Business Centre**: **Speciality**: Fixed term until 31st March 2024 Job Purpose The role...

  • Duty , Assessment & Review Officer

    4 weeks ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil County Borough Council Full time

    **Job**:Duty, Assessment & Review Officer** **Job Ref**:RE-1330** **Salary**:£27,344.00 - To: £29,439.00** **Job Scale**:Grade 5 SCP 18-22** **Job Hours**:37 Hours** **Location**:Kier Hardie Health Park** **Speciality**: Job summary To take calls from the public and professionals, to screen and collate the appropriate data in order to take a...

  • Environmental Health Officer

    4 weeks ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil County Borough Council Full time

    **Job**:Environmental Health Officer - Public Health / Swyddog Iechyd Amgylcheddol Iechyd Cyhoeddus**: **Job Ref**:RE-1350**: **Salary**:£37,261.00 - To: £42,503.00**: **Job Scale**:Grade 8 / Gradd 8**: **Job Hours**:37 Hours / 37 Awr**: **Location**:Home Working / Civic Centre - Gweithio Gartref / Canolfan Ddinesig**: **Speciality**: Job Purpose To...

  • Swyddog Talu Credydwyr

    4 weeks ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil County Borough Council Full time

    **Job**:Swyddog Talu Credydwyr / Creditor Payment Officer**: **Job Ref**:RE-1606**: **Salary**:£29,269.00 - To: £31,364.00**: **Job Scale**:Graddfa 5 / Grade 5**: **Job Hours**:37 Awr / 37 Hours**: **Location**:Canolfan Ddinesig / Civic Centre**: **Speciality**: To assist in the day to day running of the Creditors Payments Section, ensure correct payments...

  • Welfare Benefit Officer

    4 weeks ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil County Borough Council Full time

    **Job**:Welfare Benefit Officer / Swyddog Budd dal a Lles**: **Job Ref**:RE-1394**: **Salary**:£30,151.00 - To: £32,020.00**: **Job Scale**:Grade 6 / Gradd 6**: **Job Hours**:37 Hours / 37 Hwrs**: **Location**:.**: **Speciality**: This post is fixed term until 31st March 2025 / Mae'r swydd hon yn gyfnod sefydlog tan 31 Mawrth 2025. Location / Lleoliad:...

  • Service Advisor 5th June 2023

    1 month ago

    Merthyr Tydfil, United Kingdom BT Full time

    Service Advisor 5th June 2023 **Job Req ID**:15415**Posting Date**:28 Apr 2023**Function**:EE Contact Centres**Location**:Merthyr Contact Centre, Merthyr Tydfil, United Kingdom**Salary**:21408.00

  • Service Advisor April 24th 2023

    1 month ago

    Merthyr Tydfil, United Kingdom EE Full time

    Service Advisor April 24th 2023 **Job Req ID**:12477**Posting Date**:8 Mar 2023**Function**:EE Contact Centres**Location**:Merthyr Contact Centre, Merthyr Tydfil, United Kingdom**Salary**:21408.00

  • Service Advisor May 15th 2023

    1 month ago

    Merthyr Tydfil, United Kingdom EE Full time

    Service Advisor May 15th 2023 **Job Req ID**:14142**Posting Date**:5 Apr 2023**Function**:EE Contact Centres**Location**:Merthyr Contact Centre, Merthyr Tydfil, United Kingdom**Salary**:21408.00

  • Sdec Clerical Officer/receptionist

    1 month ago

    Merthyr Tydfil, United Kingdom Cwm Taf Morgannwg University Health Board Full time

    The opportunity has arisen for an enthusiastic and motivated individual to join our friendly team of admin within the Emergency Department at Cwm Taf Morgannwg University Health Board. The role requires you to contribute to the provision of healthcare to patients and relatives by providing a comprehensive and confidential clerical support in relation to...

  • Medical Education Support Officer

    1 week ago

    Merthyr Tydfil, United Kingdom Cwm Taf Morgannwg University Health Board Full time

    Applications are invited for this permanent vacancy in the Medical Education Centre in Prince Charles Hospital. As part of the Medical Education Team, the post holder will support the Department in ensuring the effective route of both Undergraduates and Postgraduates through their attachment to the UHB. The post holder will also act as a support for the...

  • Swyddog Atal Digartrefedd Ac Ymyriad

    1 month ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil County Borough Council Full time

    **Job**:Swyddog Atal Digartrefedd Ac Ymyriad Cynnar/homelessness Prevention & Early Intervention Officer**: **Job Ref**:RE-1556**: **Salary**:£32,076.00 - To: £33,945.00**: **Job Scale**:Gradd 6 / Grade 6**: **Job Hours**:37 Awr / 37 Hours**: **Location**:Canolfan Canol y Dref + Canolfan Ddinesig / Town Centre Hub + Civic Centre**: **Speciality**: Fixed...

  • Clerical Officer

    2 weeks ago

    Merthyr Tydfil, United Kingdom Swansea Bay University Health Board Full time

    To provide comprehensive administrative support to the Community Learning Disability Team within the Learning Disability Service. This includes; providing administrative support, arranging meetings, coordinating information, preparation of agendas, minute taking, data entry, generation of daily work list for administration staff and regular routine...

  • Marketing & Business Liaison Officer

    4 weeks ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil Borough Credit Union Ltd Full time

    **Merthyr Tydfil Borough Credit Union Ltd** Reg No: 603C 139 High Street, Merthyr Tydfil CF47 8DN **Job Title: Marketing & Business Liaison Officer** **Responsible to: Manager** **Hours of Work**:37 hours week with Flexi-time **Based In**: Merthyr Tydfil Primary Function: The role of the Marketing & Liaison Officer will be to develop awareness of the...

  • Swyddog Ymgysylltiad Cymunedol a Theuluol

    4 weeks ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil County Borough Council Full time

    **Job**:Swyddog Ymgysylltiad Cymunedol a Theuluol / Community and Family Engagement Officer**: **Job Ref**:RE-1605**: **Salary**:£32,076.00 - To: £33,945.00**: **Job Scale**:Graddfa 6 / Grade 6**: **Job Hours**:37 Awr / 37 Hours**: **Location**:Y Ganolfan Ddinesig / Civic Centre**: **Speciality**: Fixed Term until 31st August 2025. The role of the...

  • Homelessness Prevention

    4 weeks ago

    Merthyr Tydfil, United Kingdom Merthyr Tydfil County Borough Council Full time

    **Job**:Homelessness Prevention & Early Intervention Officer / Swyddog Atal Digartrefedd ac Ymyriad Cynnar**: **Job Ref**:RE-1393**: **Salary**:£30,151.00 - To: £32,020.00**: **Job Scale**:Grade 6 / Gradd 6**: **Job Hours**:37 Hours / 37 Hwrs**: **Location**:.**: **Speciality**: 3x posts available / 3 x o bostiadau ar gael. This post is fixed term until...