Customer Support Officer

4 weeks ago

Liverpool, United Kingdom Liverpool in Work Full time

Details

Job Title: Customer Support OfficerResponsible to: Service ManagerResponsible for: N/AHours of Work: 8am to 8pm, shift pattern of 3 shifts on, 3 shifts offLocation: YMCA Together – Leeds StreetSalary and benefits: 33 days annual leave including bank holidays per annum (Pro Rata)Paid Medicash supportBirthday Day offCharity day of your choiceWell-being HoursCycle To Work SchemeRefer a Friend SchemeCompany Pension Scheme 4%Funded Training OpportunitiesShortlisting 11th June 2024Interviews/assessment day 17th June 2024YMCA is a registered charity and company Limited by Guarantee. We were founded in 1846 and so we build on a long history of providing a place for people experiencing challenging times in their lives.YMCA Together is a truly value driven organisation.Our vision is that everyone should feel safe, understood, empowered and positive for their future. We meet our vision by working within our values of Strength, Humility, Respect, Empathy and Kindness. These SHREK values run through all that we do from recruitment to how we work alongside people in our services to our partnership approach with other providers.Our clear vision and values come together to help us in our mission to inspire and support people to change their lives by instilling hope, valuing the person and maximising potential.Job PurposeTo assist in the provision of effective high-quality support ser present with homelessness and mental health to individuals who are experiencing multiple complex needs.In our services we believe that that the behaviours that may normally result in eviction with a return to homelessness and rough sleeping are tackled creatively without rejecting the individuals. Post holders must be willing to support residents who we may find challenging and be able to demonstrate our SHREK values while doing so.We ensure that every service we deliver is psychologically informed and underpinned by two approaches, Cognitive Analytical Therapy and Trauma Informed Care.Duties and responsibilitiesThe post holder will provide front desk services for residents, dealing with their daily requests for information and assistance, management of the telephone system, the taking and recording of rents and other payments, the monitoring and signing in of resident’s visitors, contractors and external agencies.They will have responsibility for the monitoring of security, health and safety of the building including conducting health and safety checks and audits as directed.Health and SafetyTo liaise with all emergency services when necessaryAt all times ensure the safety of yourself and others on the premises in which you workTo conduct Health and Safety checks as requiredTo report, log and communicate all incidents to the appropriate people in line with YMCA TogetherTackle any nuisance caused by residents’ behaviour or their visitors, including the consequences of continuing with anti-social behaviorsAttend to the fire panel in the event of the fire alarms being activated and the recording and following up of informationEnsure adherence to YMCA Together visitor’s policy and procedure.TeamworkEnsure compliance with code of conduct, including professional boundaries and confidentiality at all timesDeal promptly with all complaintsReport all safeguarding incidentsFamiliarize yourself with and ensure compliance with all YMCA policies and procedures.Professional Practice and DevelopmentAttend regular supervision sessions with the Line Manager in accordance with the supervision contractMaintain good professional practice and ensure ongoing development, through use of supervision and trainingRespect the confidentiality of residents using the service and be responsible for the security of personal and confidential informationCarry out all these duties within the organisation’s safety guidelinesEnsure personal records are correctly maintainedEnsure effective communication with staff within YMCA TogetherWork flexibly to meet the changing needs of the organisationUndertake any other duties that may be reasonably requestedFlexible and positive approach with all team membersTo be committed to learning and personal development both as an individual and as part of a teamObserve and ensure compliance with the Service Code of Conduct, to include professional boundaries and the confidentiality of information at all timesEnsure adherence to YMCA ‘Visitors’ procedureDealing promptly with all complaints in line with YMCA policies and proceduresUphold and nurture YMCA’s Equal Opportunities policy of anti-discrimination across all Services.The post holder will be expected to carry out other duties consistent with the responsibilities of the post and to demonstrate flexibility in all areas of their work including the willingness to attend team meetings and training outside of your normal working hours.It is recognised that the organisation is operating in a dynamic environment and as such this job description may be varied in consultation with the post holder to reflect evolving needs of the business and changing nature of the job.Person Specification – Customer Support OfficerQualificationsEssentialQualification or working experience in homelessness, mental health or offending.DesirableQualification in housingQualification in ITNVQ in Customer ServiceExperienceEssentialMinimum of 1 year’s experience of working in hostels and or support servicesExperience of partnership workingWorking experience of maintaining up to date electronic records and calendarsExperience of dealing with customer enquiriesDesirableExperience of working within a psychologically informed environment (PIE)Experience of formulating risk assessmentsKnowledgeEssentialA working knowledge of Health & Safety issuesKnowledge of safeguarding protocolsKnowledge and understanding of how to deal with challenging individualsDesirableKnowledge of health interventions Knowledge of welfare rights and benefitsSkillsEssentialComputer literate, competent in working with Microsoft word, outlook, windowsExcellent communication, engagement and interpersonal skillsExcellent administration skillsAbility and willingness to work unsupervisedAbility to encourage involvement and participation from residentsBehaviour/AttributesEssentialCommitted to improving the lives of people with complex needsCommitted to own personal development and CPD planningCreative and dynamic approach with the ability to “think outside of the box” when providing solutionsEnergetic, highly motivated with a reputation of being held in high regard by their peersExcellent interpersonal/ communication skillsExcellent negotiation/ mediation skillsCommitted to own career developmentAbility to work within and have commitment to YMCA ethos, philosophy and SHREK values, Strength, Humility, Respect, Empathy and Kindness.Energetic, dynamic and date 10/06/2024Hours Hours of Work: 8am to 8pm, shift pattern of 3 shifts on, 3 shifts off

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