Helpline Officer

Job Summary:
A rare opportunity has arisen for the vital position of a Helpline Officer to act as the first point of contact for older people requesting support from Age UK South Lakeland.

Our Helpline deals with a significant number and a wide range of enquiries both via telephone and in person, and as such this exciting position will be fast paced, varied and ultimately very rewarding.

**Responsibilities**:

- To have support the day-to-day running of the Helpline facility at Age UK South Lakeland
- To act as a first point of contact for older people in South Lakeland who call the Age UK South Lakeland Helpline for signposting/advice or any kind of support
- To act as a first point of contact for older people in South Lakeland who drop into our Resource Centre at 17 Finkle Street in Kendal
- Respond holistically and appropriately to the issues and needs identified and provide accurate, high quality information
- Liaise with the duty Officer to ensure accuracy of advice given and for guidance as required
- Create referrals of appropriate urgency to Age UK Compass Officer/Specialist teams or other relevant agencies/service providers
- Engage with clients in a friendly, courteous, prompt and appropriate manner, using excellent communication skills to deliver high quality service at all times
- To be aware of the particular needs of the whole range of client groups including those unable to access services directly and to refer these clients onto other services effectively
- Work as part of a team, contributing to meetings and attending relevant training
- To access and accurately maintain electronic client records, calls and referrals ensuring compliance with the Data Protection Act, maintaining management information to assist in workload/demand profiling and to inform continuous improvements to the services provided

**Requirements**:

- Excellent communication skills by telephone and face to face with patience and understanding
- Use of initiative/self-motivated
- Non-judgmental and empathetic manner
- Thorough and attentive to detail
- Positive outlook
- Problem solver, pragmatic and resilient
- Flexible and adaptable
- Ability to maintain confidentiality and handle sensitive information with discretion

We offer five weeks paid holiday per year, plus public holidays and an additional day off on birthdays. A health benefit scheme and pension scheme is available for staff after completing a probationary period of six months.

**Salary**: £21,257.60-£23,314.20 per year

**Benefits**:

- Employee discount
- Health & wellbeing programme

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: Helpline Officer