Helpline Team Leader - Peterborough, United Kingdom - Royal National Institute of Blind People

Royal National Institute of Blind People

Verified Company

Peterborough, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job reference

REQ0001589

Date posted

18/01/2023

Application closing date

01/02/2023

Location

Peterborough - Northminster House

Salary

£27,715 per year

Package

26 days holiday per year (plus bank holidays), which increase with service. Excellent pension scheme

Contractual hours

36

Basis

Full time

Job category/type

Customer Support

Job description

Salary:
£27,175 per annum

Contract Type:
Permanent

Hours:36hrs per week

Location:
Peterborough

RNIB's Helpline is the gateway to the RNIB.

This is an exciting opportunity to join this team, taking on the line management for a team of Helpline Advisers and supporting with the continuous development of the service.

The RNIB helpline advises those affected by sight loss and 3rd parties (i.e. friends, family and health and social services) on a range of services, products and reading materials, including our digital Talking Books service; a free service that provides blind and partially sighted people with access to over 23,000 titles.

Open 8am-8pm weekdays and Saturday 9am - 1pm, RNIB's Helpline Line is a crucial component of our Sight Loss Advice Service.

Providing immediate and effective support, we offer invaluable one off and in-depth advice to people with sight loss, their family, friends and carers, over the phone or online.

As a Team Leader for the Helpline you'll provide support to your direct line reports and the wider team.

You'll provide supervision, mentoring and coaching to ensure advisers feel fulfilled within their roles and that they are able to effectively support our customers.

You will also support the wider team, operating a rota system with your Helpline Team Leader colleagues to manage delivery of the service during our operational hours.

We are seeking individuals with a proven background in managing a team of telephone advisers ideally with experience in the following areas:

Experience of managing telephone services delivered over the phone and online.
Safeguarding experience and the confidence to support advisers with responding to concerns.

Highly organised and calm under pressure with the flexibility to work occasional Evenings/ Saturdays, you will competently cope with managing a busy telephone service, whilst actively supporting your line reports to achieve positive results for our customers.

Positive, empathetic and motivated, you'll work on your initiative and as part of a supportive team.

What we offer

RNIB Prides itself on being a great place to work with a range of flexible benefits and a positive, progressive culture.

We offer a competitive salary, a stimulating and supportive working environment, a flexible work life balance environment, as well as a benefits package including:

26 days holiday per year (plus bank holidays pro rata), which increase with service, plus one Grace day per year.
Excellent pension scheme

RNIB Rewards

Our employee discounts platform gives you access to offers at over 800 instore and online retailers
Inhouse training and development opportunities, including apprenticeships and management development programmes

Flexible working arrangements