Support Line Officer

United Kingdom | United Kingdom
Campaign ref
United Kingdom | United Kingdom
Home based
Job function
Administration & Support
£16,380 - £18,018 per annum

Home based / UK Flexible

35 hours per week

Fixed Term Contract until 31st March 2021

Closing date:   28th October 2020 (subject to change)

Interview date: To be confirmed

Start date:  ASAP 

The Marie Curie Information and Support Service provides vital assistance for people affected by terminal illness across the UK.  We are looking for an additional Support Line Officer to join us and offer some much-needed support to those who need it at a critical time in their lives.

As a key member of the team, you will offer personalised support by providing a listening ear, sharing information and signposting. Our Support Line Officers are not counsellors and are not medically trained, but they are in place to provide a professional service to all enquirers and to reassure and support people at a very difficult time.

You will respond to an array of enquiries from people with a terminal illness or from their family, friends or professionals.  Enquiries can range from practical questions about finances or legal arrangements to accessing Marie Curie services, to more emotional enquiries, including grief and loss.  You will use the Marie Curie Information and Support resources and other trusted sources (predominantly online) to answer questions, discover information and signpost enquirers to the information they need.   This can be by phone, web chat, and other channels, moderating our online community, and carrying out ad hoc project work to develop the service. 

You need to have excellent communication skills, a warm heart and a caring and compassionate soul.  With a genuine interest in helping others, you are patient, adaptable and know how to deliver an excellent customer experience.  Whilst this can be challenging at times, if you are patient, resilient and a great listener, you will excel in this role.

Whilst the successful candidate will spend a considerable amount of time on the phone, there is also an administrative element, so a background in office administration would certainly be beneficial. 

All necessary training and supervision is provided to support you in this role.

Ideally you will come from a charity, health or social care background or have demonstrable customer service experience from another industry (such as a contact centre). Experience in a customer care / helpline or telephone support role is beneficial.

You will work alongside a small team of other Support Line Officers on a rota basis to cover the opening hours of the Support Line, and report to the Support Line Team Leader. Your hours of work are organised via the planned rota (provided at least four weeks in advance) to cover the operational hours of the Information Support line. (8.00 am – 6.00 pm Monday to Friday and 11 am to 5pm Saturday, and 11 am to 5 pm on occasional Sundays. Bank holiday working is also included as well as Christmas.

Every day of your life matters – from the first to the last. When you work for Marie Curie, you understand that better than ever. We’re a passionate, committed and diverse team of more than 4,400 staff and 12,000 volunteers, here for people living with any terminal illness, and their families. We offer expert care, guidance and support, to help them get the most from the time they have left.

Marie Curie is committed to its values, which underpin our work.  We take stringent steps to ensure that the people who join our organisation through employment or volunteering, are suitable for their roles and are committed to safeguarding all our people from harm. This includes our staff, volunteers and all those who use or come into contact with our services. We are dedicated to creating not just a safe place to work but also a supportive and rewarding one.

Marie Curie is committed to a world where everyone can thrive and fulfil their potential. We are devoted to the social justice imperatives and organisational benefits of full diversity, inclusion and equity in the workplace, and are a Stonewall champion. We actively encourage and welcome applications from candidates of diverse cultures, perspectives and lived experiences.

This role will be subject to receiving a satisfactory basic criminal record check.

We reserve the right to close this vacancy early.  Agencies need not apply.