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Help Centre Officer

5 months ago

Edinburgh, United Kingdom Castle Craig Hospital Full time

You will be the first line of engagement for all new treatment enquiries, and you must represent the organisation, maintaining a high standard of client service.

You will assist in arranging the admission of patients to residential treatment. You will assist in triaging the callers and correspondents that you encounter, into other levels of care, or signposting them to alternative treatment options.

You must be well organised, computer literate, happy working as part of a team, and capable of thriving in a stimulating and fast-moving environment. It is vital that you are comfortable handling enquiries that relate to mental health and addiction.

Personal or professional experience of addiction or mental health recovery is of benefit but not essential.

Applicants must ensure they have a suitable work-from-home set-up free from distractions and background noise. All equipment will be provided. Occasional onsite trips usually to Castle Craig in Scotland will be necessary for your induction and for occasional onsite training days.

**Job Description**:

- Arrange admissions and conduct assessments
- Respond to new enquiries within provided time frames with a professional and supportive manner.
- Signpost everyone effectively to the correct support options.
- Collaborate with other facility personnel to ensure appropriate recommendations and admissions.
- Appropriately manage your time to stay on top of all in and outbound communications duties across all communication channels.
- Maintain proper records by updating the CRM and EMR (Electronic Medical Record) where required.
- Communicate information in a timely manner to all connected parties and departments.
- Aim to hit all KPI targets set by your line manager.
- Perform other necessary duties as identified and requested by your manager.

Team: Even though you are working remotely, you will be joining a team who keep in touch closely throughout the working day - you will always have access to a manager or colleagues to raise questions and discuss issues that arise. Many of the people contacting us are in some sort of personal crisis, and we recognise that the role of Help Centre operator can be challenging as well as highly rewarding. We will offer the support and training you need to look after yourself, so that you can be the best ambassador, and guide to our callers and correspondents.

The Help Centre staff are managed by the Lead Help Centre Officer and overseen by the Director of Outpatient Services, and there will be regular team meetings, and trainings designed to let you have your say, and learn new skills and competencies to help you in your professional development. Past trainings have included how to conduct a pre-admission assessment on a potential inpatient, and how to use motivational interviewing skills to handle treatment enquiries. Training is also provided in the various software tools that we use.

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

Pay: £27,000.00 per year

**Benefits**:

- Company pension
- Sick pay
- Work from home

Schedule:

- 8 hour shift

Application question(s):

- Why are you interested in this sales role at our company, and how do you believe your skills and experience align with our mission of supporting addiction recovery?
- How do you handle challenging or resistant clients during sales calls? Can you provide an example of a difficult situation and how you managed it?
- What specific sales experience do you have? Please include details of your roles, responsibilities, and achievements in previous sales positions.

**Experience**:

- customer service: 2 years (required)
- Direct sales: 2 years (required)
- Call Centre: 2 years (required)

Work Location: In person

Application deadline: 30/06/2024