Helpline Officer

Job Summary:
A rare opportunity has arisen for us to be able to appoint another Helpline Officer to act as the first point of contact for older people requesting support from Age UK South Cumbria.

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 support the day-to-day running of the Helpline facility at Age UK South Cumbria.
- To act as a first point of contact for older people in South Cumbria who call the Age UK South Cumbria Helpline for signposting/advice or any kind of support
- To receive referrals from Reception, and to cover Reception on occasion in order to act as a first point of contact for older people in South Cumbria 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 and advice
- 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 engage in a significant programme of training, including welfare benefit training, to equip you with the skills and knowledge required to provide a holistic response to client enquiries
- To work methodically and calmly under pressure, whilst effectively managing the demands of the service
- 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.

**PLEASE NOTE - PREVIOUS APPLICANTS NEED NOT APPLY**

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

Pay: £22,531.00-£24,551.00 per year

**Benefits**:

- Company pension
- Health & wellbeing programme
- Store discount

Work Location: In person

Reference ID: Helpline Officer 03/25