Referral and Information Specialist

2 weeks ago

Dewsbury, Kirklees, United Kingdom Reed Full time
About the Role

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
  • Customer Service and Support: Manage a diverse range of inquiries, ensuring that all interactions are handled with professionalism and care.
  • Communication and Coordination: Coordinate verbal and written communication within the organisation, ensuring accurate and timely transmission of messages.
  • Referral and Information Provision: Inform callers about the full range of local services offered, providing low-level advocacy support and guiding them to relevant resources.
  • Referral Processing: Process referrals into services according to organisational procedures and specified timelines.
  • Information Systems Development: Contribute to the development and maintenance of information systems, including the Lamplight case recording system.
  • Information Library Management: Develop and maintain an accessible information library, both internally and externally.
  • Team Support: Support staff working in the community, aligned with the organisation's lone working policy.
  • Relationship Building: Establish and maintain strong working relationships with various internal and external contacts.
  • Quality Assurance: Gather feedback from stakeholders through quality surveys and assessments of customer experience.
  • Organisational Values: Demonstrate commitment to the organisation's values and mission by delivering the highest level of service.
  • Professional Development: Engage in team meetings, supervision, and training as required.
  • Project Support: Support projects and services by undertaking short-term or one-off tasks, including research.
  • Health and Safety: Ensure understanding and compliance with health and safety regulations within the team.
Requirements
  • Customer Service Experience: Experience in delivering a high standard of customer service as part of a team.
  • Confidentiality and Data Protection: Experience working with confidential information in line with data protection requirements (GDPR).
  • IT Skills: Proficiency in Microsoft Office 365 and strong IT skills.
  • Communication and Interpersonal Skills: Effective communication skills, with the ability to take accurate details and navigate computer-based information.
  • Time Management and Prioritisation: 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: Awareness of safeguarding issues and the ability to report on them.
  • Self-Motivation and Initiative: Self-motivation and the ability to work under own initiative.
  • Flexibility and Ethics: A flexible and positive approach, working ethically and honestly.
Benefits
  • Generous 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

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