Job Description
Salary: £20,040 – £22,757 Full Time Equivalent per annum
Hours: 22 hours per week (including Wednesdays & Fridays)
Location: Worcester Head Office and Evesham Riverside Hub
26 days annual holiday (pro-rata) + Bank Holidays + additional discretionary leave
Employee Assistance Programme
Looking for an administrative role that can help us change lives?
ONSIDE is an independent charity promoting the rights and interests of people facing disadvantage. No matter who you are or where you’re from, ONSIDE believes that everyone is entitled to fair, equal treatment and opportunity. We are all about people; supporting and empowering them to make informed decisions and to live the very best life possible. It’s an ambitious goal, and the rewards can be lifechanging for those concerned. Our skilled staff and volunteers make a real difference to the lives of over 8,500 people a year across Worcestershire and Herefordshire.
ONSIDE’s Access Hub is the ‘front door’ to our amazing charity, often the first point of contact for anyone accessing our organisation, especially for the first time. You never know what the next call is going to be: a service user needing our help and support; a professional requiring guidance and expertise around what services we offer and the best referral route; a member of staff calling in to get some information and signposting help…and lots more! It is a dynamic and busy environment where you need to have a warm, friendly and engaging approach.
The activities within the access hub are varied, and so there is the opportunity to tailor the role to suit your specific skills and experience. As an Access Hub Advisor, you may be best suited to the customer facing aspects of the role, or if you are more of a process person, then you may be better suited to the administrative tasks of taking referrals, checking eligibility and entering information on our bespoke database system.
Our Access Hub/Customer Service Advisor role can include dealing with all kinds of people and enquiries, including direct work with people using our services. Aspects of this role can be emotionally challenging but at the same time, extremely rewarding. There will be a tailored training programme depending on the role that best suits you and may include, how to listen to callers, determine their needs and what service may best suit them based on their circumstances and against service eligibility criteria. How to signpost to other external agencies and services to ensure those needing support get every opportunity to get the maximum benefit from a wide range of options. The accurate triage and processing of sensitive personal data and other relevant information, ensuring it is carefully recorded on ONSIDE’s bespoke database.
Whatever role you take, you will be part of an experienced team that provides immediate support, where appropriate, and play a key role in supporting both the Access Hub team and wider Onside team.
Who are we looking for?
We are looking for someone who is professional and kind, with an empathetic approach, who will ensure that all enquires, service referrals, and requests for information receive a professional, compassionate and effective response.
You may have experience of working within a customer-focussed environment. You will have the capacity to understand a range of issues faced by vulnerable and disadvantaged adults. Your positive approach and the ability to connect and engage with people will ensure you deliver great customer service in a friendly, encouraging, and supportive way.
You should be comfortable and competent using Microsoft software – and ICT solutions – that will enable you to efficiently, effectively and accurately process sensitive personal data.
We are looking for a good team player, who is self-motivated, a good communicator with excellent administrative skills. You will be flexible and able to accommodate the changing needs of the services and organisation.
More people need our help than ever before. Because of that, we are growing faster than ever before. The role of Access Hub/Customer Service Advisor is a real career opportunity to support Onside’s greatest asset – its people!
In addition to our comprehensive benefits package, we also offer the opportunity to work in a supportive and friendly office along with the following:
Training and support to enable you to carry out your role efficiently and effectively.
Working for an organisation that that is respected and makes a difference to many vulnerable people.
Working for an organisation that embraces difference and values our staff.
Commitment to helping you to achieve your career ambitions.
Opportunities for Continuous Professional Development (CPD)
Someone like you?
If you believe we should embrace difference and champion diversity.
If you are creative in your approach, can think around problems and find new ways to solve them.
If you’re looking for a job that you can be proud of, and passionate about,
please get in touch with us.
These values run through our entire organisation. ONSIDE is a creative, collaborative community where people feel free to share new ideas or ask for support. If something’s not right, we don’t just change it. We change ourselves too.
This is a rolling advert and will close when we have successfully appointed to post.
Want to apply, need more details about the role or about us?
Contact Human Resources Tel 01905 27525 / email: workwithonside@onside-advocacy.org.uk
Need more details about the role or about us? Visit https://workwithonside.co.uk
We’re also happy to have a short informal chat so you can discover if this is the right role for you, please email Rebekah Harris rebekah.harris@onside-advocacy.org.uk to arrange a convenient time.
Onside is committed to ensuring that children, young people and adults at risk of harm or abuse who come into contact with Onside. Staff and volunteers are treated with respect and are free from all forms of abuse or mistreatment and we are committed to ensuring that all staff and volunteers are aware of their responsibilities in relation to safeguarding.
Please see our website for the full safeguarding statement and policy.
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