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Information and Referrals Coordinator
2 months ago
We are seeking a highly skilled and dedicated Information and Referrals Coordinator to join our team at Reed. As a key member of our team, you will play a crucial role in providing exceptional customer service and support to individuals seeking information and assistance.
Key Responsibilities- Manage Inquiries: Handle a diverse range of calls, emails, and requests, adhering to organisational procedures and maintaining high standards.
- Coordinate Communication: Coordinate verbal and written communication within the organisation, ensuring accurate and timely transmission of messages.
- Inform and Guide: Inform callers about the full range of local services offered, providing low-level advocacy support and guiding them to relevant resources.
- Process Referrals: Process referrals into services according to organisational procedures and specified timelines.
- Develop Information Systems: Contribute to the development and maintenance of information systems, including the Lamplight case recording system.
- Maintain Information Library: Develop and maintain an accessible information library, both internally and externally.
- Support Staff: Support staff working in the community, aligned with the organisation's lone working policy.
- Establish Relationships: Establish and maintain strong working relationships with various internal and external contacts.
- Collect Feedback: Gather feedback from stakeholders through quality surveys and assessments of customer experience.
- Commit to Values: Demonstrate commitment to the organisation's values and mission by delivering the highest level of service.
- Engage in Team Activities: Engage in team meetings, supervision, and training as required.
- Support Projects: Support projects and services by undertaking short-term or one-off tasks, including research.
- Ensure Compliance: Ensure understanding and compliance with health and safety regulations within the team.
- Flexibility: Be willing to work across other offices in the area as needed.
- Customer Service Experience: Experience in delivering a high standard of customer service as part of a team.
- Confidentiality: Experience working with confidential information in line with data protection requirements (GDPR).
- IT Skills: Proficiency in Microsoft Office 365 and strong IT skills.
- Communication Skills: Effective communication skills, with the ability to take accurate details and navigate computer-based information.
- Prioritization: Ability to prioritise and complete varied and multiple enquiries without continuous supervision.
- Pressure Management: Capability to work calmly under pressure and maintain a helpful and positive attitude in a busy environment.
- Service Delivery: Commitment to developing and continually improving service delivery.
- Record Keeping: Competence in keeping up-to-date, accurate, and accessible records.
- Reflection and Learning: Ability to reflect on and learn from experience, using supervision and peer support effectively.
- Workload Management: Ability to manage and prioritise a complex and varied workload.
- Safeguarding: Awareness of safeguarding issues and the ability to report on them.
- Self-Motivation: Self-motivation and the ability to work under own initiative.
- Flexibility and Positivity: A flexible and positive approach, working ethically and honestly.
- Holiday Entitlement: Minimum 28 days holiday plus bank holidays (FTE)
- Birthday Leave: An extra day off for your birthday
- Employee Assistance Programme: Employee Assistance Programme - offering a free and confidential helpline
- Mental Health Day: A Mental Health Day - a paid day away from work to focus on your own wellbeing
- Employee Benefits Platform: Access to an employee benefits platform
- Family and Carer Friendly Policies: Family and carer friendly policies including flexible working
- Healthcare Scheme: Access to a healthcare scheme
- Workplace Pension: Workplace pension
