Client Support Officer - Horncastle, United Kingdom - Age UK Lindsey

Description

Role Description:


Position:
Client Support Officer (THRIVE)

Location:
Office based with flexibility to work from home on
occasions


Reporting to:
Client Support Coordinator


Working Pattern: 25 hours/week over 5 days


Annual Salary:
£ £ pro-rata 25 hours/week)


Purpose of the job

To work as part of a front-line team providing a person-centred point of access for older people contacting the charity, to assess and establish their needs, dealing with the issue in the first instance if possible, or directing them to the most appropriate service or sources of help and support.

Main responsibilities, tasks and duties
To work as part of a team of staff and volunteers to provide a person
- centred telephone and digital triage service, tailored to the needs of older people.

To provide excellent customer service to members of the public and other callers.

To build a database of resources or service providers which can be used to support older people needing information, help or support.

To support older people to develop the skills, confidence and knowledge they need to more effectively manage and make informed decisions about their own circumstances.

To explore presenting problems and assess the risk/urgency of the client's issue and their ability to deal with the problem themselves.

To present and discuss information with the client in an accessible form and co-produce a suitable course of action based on their individual needs and preferences, to enable them to thrive in their own homes.

To provide, refer or signpost to key services or sources of support both internal and external that are responsive to older people's needs and preferences.

To liaise with and arrange appointments with appropriate Age UK
Lindsey or external agency service teams as required.

To maintain case records and update the database using a bespoke
CRM system (SalesForce).


Knowledge and skills
Excellent communication, interpersonal and writing skills.

Excellent organisational and time management skills with the ability to multi-task.

Knowledge of the Welfare Benefits system, care, housing and local and community services.

Ability to present information in a clear and understandable format to members of the public.

Good problem solver.


Health and safety
The post holder is required to carry out the duties in accordance with
Age UK Lindsey Health and Safety policies and procedures.


Equality and Diversity
The post holder is required to carry out the duties in accordance with
Age UK Lindsey Equality and Diversity Policies.


Safeguarding
All employees need to be aware of the possible abuse of children and vulnerable adults and if you are concerned you need to follow Age UK
Lindsey's Safeguarding Policy.

In addition employees working with vulnerable adults have a responsibility to safeguard and promote the welfare of vulnerable adults during the course of their work.

Training
Undertake any training that is relevant to the role.


Job Types:
Part-time, Permanent

Part-time hours: 25 per week


Salary:
£10.58-£10.97 per hour


Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Free parking
• Wellness programme

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Horncastle: reliably commute or plan to relocate before starting work (required)

Work Location:
In person

Application deadline: 02/05/2023

Expected start date: 05/06/2023