Job Description Template New

Re: Helpline Adviser (Peterborough) – Ref: 9143

Thank you for your interest in the above position.

Our application pack consists of:  an application form  a job description and person specification  our values and behaviours  an equal opportunities monitoring form

This pack can also be made available to you in large print, Grade 1 or Grade 2 braille, or on disk or tape. Please feel free to ask us if you would prefer to receive it in one of these alternative formats.

If you have a disability and would like assistance in filling in the form then please contact me at least three days before the closing date for the role and we shall be glad to help you.

We only accept CVs from applicants whose disability makes it difficult to complete an application form. All applicants however need to address the specific information we have asked for in the job advert.

Please read the guidance notes on the careers page of our website before filling in the application form as you may find this helpful when completing the form.

Closing date for applications is at midnight on Monday 2nd October 2017. Interviews will take place w/c 9th October 2017.

If you are able to, please complete and return your application form and the equal opportunities monitoring form by email to [email protected].

However we will accept braille, audio, disk, typed and handwritten applications sent to HR Administrator, RNIB, Human Resources, 105 Judd Street, London WC1H 9NE.

We want to ensure that as much of our resources as possible go towards supporting people with sight loss and therefore we do not normally contact unsuccessful applicants individually. If you have not heard from us within three weeks of the closing date, please assume that your application has been unsuccessful on this occasion. However, we would encourage you to apply for other suitable roles.

Once again, thank you for your interest in this vacancy and for working for the Royal National Institute of Blind People.

Aiste Lester Assistant Resourcing Business Partner [email protected]

Job Description Position Details

Job Title: Helpline Adviser

Job Level: M4

Section: Services

Unit: UK Advice and Customer Service

Location: Midgate House, Peterborough, PE1 1TN

Type of Contract: Permanent

Salary: £18,445 per annum (pro rata to hours of work)

Hours: 18 hours per week

Reports to: Helpline Team Leader

Purpose of Job:

To offer 1st class customer experience, providing customers with information and guidance relating to all RNIB services. You will be responsible for speaking to customers and 3rd parties in regards to RNIB shop and Talking Books subscription services through multi-channel communications.

Impact:

Promote all products and services within the RNIB organisation. To develop and maintain excellent relationships with other teams within the 2 organisation. Mentor new members of staff and volunteers by offering guidance and training where applicable.

Financial Responsibility:

Decision Making Responsibility:

As the 1st point of contact to RNIB, you will take responsibility for all enquiries and the ability to make decisions is essential, understanding when to refer appropriately to a manager.

Main Accountabilities:

1.To respond to all customer contact through multi-channel communications from a wide range of callers including blind and partially sighted people, their relatives and friends, general public, students, health and social services, and professionals.

2. To make outbound calls to customers, regarding products and services, ensuring that the customer is happy with the services received and promoting other appropriate support.

3. To check requests against stock and input orders onto the database, ensuring terms of payment are defined.

4. To offer a 1st class customer journey using excellent communication skills to build relationships, resolving complaints quickly with low effort for our customers.

5. To act as a champion for customers within the organisation, raising feedback on their behalf with relevant teams in an appropriate manner.

6. To supply information by relevant communication channels and where appropriate signpost by referring on to RNIB's advice service or other departments and other support organisations to meet customer needs.

7. To promote RNIB services and RNIB Connect on all relevant points of contact.

8. To create and maintain customer records/subscriptions within various CRMs.

3 9. To contribute to knowledge and training resource development, by highlighting gaps and suggesting new content.

10. To assist with any service monitoring, evaluation or customer feedback activities and complaint handling contributing to service development.

11. To undertake any general administrative duties associated with enquiry/order work, as necessary.

12. To keep accurate records for data analysis on all customer contact.

13. To handle financial transactions while dealing with customer’s enquiries/orders.

14. To work within RNIB's quality systems.

15. To assist with the training of new Helpline Officers, as required by the Senior Manager Customer services.

General

The following points are common to all job descriptions:

1. Undertake any other duties commensurate with the post

2. Adhere to all RNIB policies and procedures Person Specification

Please note all criteria are essential unless otherwise stated 1 Specialist Knowledge, Skills and Experience 1.1 Experience of working within a Customer Services environment, dealing with multi-channel communications.

1.2 Experience of being the first point of contact within an organisation.

1.3 Experience of administrative duties.

1.4 Computer Literate with knowledge of working with CRMs.

1.5 Knowledge of quality assurance systems. 4 1.6 Experience of working in a multi- channel contact centre or sales environment.

2 Team working skills 2.1 Ability to develop effective and supportive relationships with colleagues and volunteers within the organisation.

3 Planning and Organisational skills 3.1 Ability to organise own time effectively showing a flexibility to meet customer needs. 3.2 Ability to retain and provide information on a wide range of enquiries and an extensive product and service range. 4 Problem-solving and creative skills

4.1 Ability to take responsibility for own actions and make decisions without referring to others.

4.2 You will be expected to be self- motivated with a passion for delivering excellent customer service. 5 Communication skills

5.1 Effective communication skills, adapting style to suit the audience, including a clear and friendly telephone manner.

5.2 Ability to actively listen to customers and able to identify their unstated needs.

5.3 Experience of delivering 1st class customer service displaying a passion for the role.

5.4 Display a “can do” attitude.

5.5 Ability to show a high level of accuracy and good attention to detail in customer correspondence.

5.6 Ability to deliver sensitive and confidential information to a wide audience.

5 5.7 Experience of dealing with distressed or angry customers, whilst maintaining a calm presence.

6 Equal Opportunities

Ability to understand and demonstrate commitment to RNIB's Equal Opportunities Policy and to ensure all activities are consistent with the Equal Opportunities Policy. This includes all staff activities and their interface with the general public. 7 Special Conditions

7.1 Must be prepared to travel and attend meetings and training as required which will involve occasional overnight stays. Behaviours

Deliver Results  Strives to exceed agreed targets  Takes ownership for work agreed, sees things through  Shows initiative, shares creative ideas to improve results contributing to the development of the service  Takes ownership of the outcome of decisions, accepts responsibility and learns when things don’t go according to plan  Strives to deliver something more to customers; not only meets expectations and fulfils needs, creates new ones and anticipates future customer needs and behaviour

Engage Others  Builds strong working relationships and a network of contacts with customers, colleagues and partners, both inside and outside of the Group  Communicates clearly and concisely, adapting style to influence and engage others  Shows empathy when working with colleagues and customers  Supports others to build strong working relationships with people who are blind and partially sighted to increase understanding of individual needs, using this understanding to shape products and services  Promotes accessibility and inclusion for all, ensuring that any barriers to engagement are removed or resolved

6  Shows understanding of how own personal style affects others as well as the team’s performance, motivation and innovation

Lead and Inspire  Demonstrates an understanding of how own role helps the team and organisation to achieve its goals  Communicates clearly and concisely, adapting style to influence and engage others  Sets a positive example to others when working with customers, listens to needs, responds quickly and offers to do more  Inspires and role models a customer focussed approach: strives to achieve excellence in every point of contact with customers, anticipates customer behaviour, embraces customer involvement and continuously improves standards

Personal Impact  Takes responsibility for own actions, displaying integrity  Role models a customer-focussed approach, responding to individual needs and effectively navigating customers through services  Takes responsibility for own development needs and continues to learn  Treats others with respect and dignity  Acts as role model, demonstrating commitment to the Group values and leading by example  Creates impact with diverse audiences, through clear, relevant and passionate communication, tailored to the situation  Makes positive interpersonal connections with colleagues and customers, empathising with individual needs and showing genuine compassion

End of Document.