Telephone Support Line Worker

Job Purpose

The aim of the post is to work as part of a team responsible for providing a helpline to service users of the Norfolk and Waveney Wellbeing Service provided by Norwich and Central Norfolk Mind.  Ensuring accurate records are kept and maintaining confidentiality.

Core Responsibilities

• To answer calls to the Helpline in accordance with training received
• Use own initiative and sensitivity to find the best way to present and explain information to each enquirer
• Be aware at all times of the impact information or advice provided by the Helpline can have on the physical, psychological and emotional wellbeing of enquirers

Specific Duties

• To answer calls to the Helpline in accordance with training received
• To maintain records of calls in accordance with the Helpline policy and practice guidelines
• To discuss calls and action points with Team Leader
• Use own initiative and sensitivity to find the best way to present and explain information to each enquirer
• Be aware at all times of the impact information or advice provided by the Helpline can have on the physical, psychological and emotional wellbeing of enquirers
• Ensure information provided to enquirers is accurate and up-to-date
• Respond to all enquiries within the remit of Helpline policies, procedures and practices
• Provide emotional support to enquirers as appropriate
• Provide information and advice based on the accumulated knowledge in the Charity’s electronic information system; Mind’s fact-sheets and other materials; trusted websites and own experience or research, when necessary
• To maintain records in line with the service operational procedures
• Answer helpline calls, providing appropriate information, advice and support to callers as needed to meet service objectives
• Write appropriate and accurate written responses to email enquiries from service users within established timescale.

To apply and to view the full job specification for the role, please click on the following link:

https://norwichandcentralnorfolkmind.peoplehr.net/Pages/JobBoard/Opening.aspx?v=e1dc7a2e-6bd9-4315-b9d0-77d17d2aadf6