New Enquiries Team Phone Operator

7 months ago

Bradford, United Kingdom Christians Against Poverty Full time

**Location**

Bradford

**Contract Type**

Permanent

**Department**

Debt Operations

**Salary Min**

22252.00

**Full Time/Part Time**

Full time

**Hours**

37.50

**Ref No**

10034

**Context**:
The New Enquiries Team exists to handle calls from the general public enquiring about becoming a CAP client for debt counselling or CAP Job Club member.

**Purpose**:
Answering calls from the general public enquiring about CAP’s services. This will involve assessing the callers’ suitability for the service and selling the unique CAP solutions: Debt Help, CAP Money, CAP Job Clubs and CAP Life Skills where appropriate. Using CAP’s diary system to book in callers for their first debt counselling appointment or Job Club session. Directing callers, where appropriate, to other departments or other services.

**Passion**:
The New Enquiries Team are passionate about being the welcoming voice of CAP, responding with grace, compassion and offering hope to first time callers to CAP.

**Personality**:
We are a caring and empathetic team, supportive to one another, great encouragers and communicators.

**Responsibilities**:
**Accountabilities**:

- Answering the new enquiries phone line and taking the appropriate action with each caller.
- Returning callbacks.
- Assessing callers’ suitability for the CAP debt counselling service and booking an appointment where appropriate.
- Effectively determine those we cannot assist and signpost them to competent organisations.
- Ensuring continuity and effective handling of calls that require further investigation.
- Assisting Debt Coaches with booking queries.
- Complete administrative tasks for Debt Operations Support Teams

**Measurable Outputs**:

- As a team, achieve over 85% calls answered rate.
- As a team, respond to callbacks within 2 working hours.
- Achieve 90% on call monitoring checklists.

**Culture**:

- Clearly live out and embrace the cultural values of CAP.
- Clearly demonstrate a heart and passion for the charity.
- Sincere acceptance, understanding and practice of the Christian ethos and purpose of the Charity.

**Other Responsibilities Include**:

- Being willing to pray with staff and fully engaged with our Christ-centered culture.
- Encouraging friends, family and other contacts to support the charity through the Life Changer programme and other fundraising initiatives.
- Attending annual CAP staff conferences.
- Completing all compulsory CAP training within given timescales.

The above job profile is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances.

**Skills required**:
**Experience**:
Essential
- Administrative experience
- Experience of telephone work
- Experience of working well in a team environment

Desirable
- Experience of having to work using your own initiative
- Experience of handling difficult telephone calls
- Experience of complaint handling

**Skills/Abilities**:

- Excellent verbal and written communication skills
- Ability to handle potentially distressing telephone calls
- A calm, confident telephone manner that inspires confidence in others
- Ability to demonstrate compassion and understanding when communicating in challenging situations.
- Ability to work in a decisive and efficient manner
- Ability to work accurately and pay attention to detail
- Ability to work using own initiative
- Confident computer user including Word, Excel and the internet
- Capable of maintaining own emotional well-being; taking initiative where necessary to access the appropriate support.
- Ability to work well as part of a team
- Personable and friendly.
- Resilient.

**Christian commitment**:
All adults working in or on behalf of CAP have a responsibility to safeguard and promote the welfare of children and adults. This includes:

- A responsibility to ensure a safe environment in which CAP services can be delivered.
- Identifying children and adults where there may be safeguarding concerns.
- Following the CAP Safeguarding Policy in addressing any concerns appropriately.

**Educational requirements**:

- GCSE Maths and English

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