Helpdesk Officer and Administrator

**Are you looking for an exciting & rewarding new opportunity?**

Care Network is a friendly charity based in Blackburn with Darwen. Our team work together to provide a wide a range of services that enables people in our community to be informed, empowered, resilient, independent, and live healthy lives.

We aim to make a real difference by supporting local residents to live independently, providing access to affordable, quality assured services.

We’re all about people - from our growing team of skilled staff to our talented volunteers, wonderful customers, supportive partners, and knowledgeable trustees. If you’re looking for a place where you can expand your skills, make lasting connections, and be supported by a vibrant, trustworthy, passionate team, then Care Network is for you
- Excellent customer services skills to work on our Helpdesks - taking calls, meeting with vulnerable adults from across the borough, and referring them to our network of quality approved providers or signposting to other local services.
- The ability to provide administrative support to our team at Care Network.
- A high level of organisational skills, together with a strong I.T. skills.

Experience of working within the voluntary sector would be an advantage but is not essential for this role.

Ideally, we are looking for Full Time (37 hours per week), but we will also consider Part Time (30 hours per week) or Job Share (20 hours per week).

**What’s in it for you?**
- Salary £20,971 per annum (full time - 37hrs) - pay award pending
- 25 days paid holiday plus Bank/Public Holidays per annum (pro-rata for a Part Time or Job Share appointment)
- Working within Monday - Friday, 9am - 5pm, with a half hour unpaid lunch.
- Opportunities for training and up-skilling.
- High level of job satisfaction whilst making a real difference to people’s lives.
- Occasional complimentary staff days/evenings out.

**THE ROLE**

To assist with the operation of both the Care Network Helpdesks in co-operation with the schemes’ partners and providers.

**MAIN DUTIES AND RESPONSIBILITIES**
- To assist with the effective and efficient operation of both Care Network Helpdesks, dealing with enquiries from the public, our partners and providers, offering excellent customer service at all times.
- Under the guidance of the Care Network Operations and Services Manager (OSM), to maintain and operate agreed systems for recording and monitoring the enquiries dealt with by the Care Network Helpdesks.
- To effectively operate the IT systems in place to ensure the smooth performance of the Care Network Helpdesk function, including the Care Network database and to ensure that all information collected is accurate and up to date.
- To maintain appropriate information resources to enable effective referrals and signposts to be made.
- Under the guidance of the Care Network OSM, to effectively utilise consistent referral mechanisms between Care Network Helpdesk and other Care Network service providers, Social Services provision and other relevant services.
- To assist with the production of monitoring statistics and reports which may be required to inform the Care Network Chief Executive, OSM, the Care Network Board and our partner organisations.
- To work as part of the Care Network team to ensure continuity and sufficient cover of the Care Network service.
- Administrative duties including, but not limited to data inputting, typing, filing, postal duties, support with basic finance admin tasks and other general office duties.

**GENERAL RESPONSIBILITIES**
- To comply with all Care Network (Blackburn with Darwen) Ltd’s policies and procedures, including Health & Safety, Confidentiality and Equal Opportunities.
- To perform other tasks associated with the job description as delegated by the Care Network OSM with due regard to the skills of the Care Network Helpdesk Officer and Administrator role.
- To undertake any training as deemed necessary for the role.

**Person Specification**

Excellent customer service skills, communicating information at a level appropriate to the receiver - **Essential**

A friendly and welcoming manner with excellent telephone skills - **Essential**

A good understanding of and empathy with the issues faced by vulnerable adults and carers - **Essential**

Experience of working in an office environment - **Desirable**

A positive and helpful attitude - **Essential**

A high standard of verbal and written communications including e-communication - **Essential**

Strong IT skills with substantial experience of Microsoft Office packages - **Essential**

Ability to prioritise workloads and meet deadlines - **Essential**

Strong organisational skills with a close attention to details - **Essential**

A team player with a confident manner and a professional, flexible, positive and studious approach to work - **Essential**

Experience of using databases - **Desirable**

An understanding of safeguarding of vulnerable adults - **Desir