First Team Contact

Job description

  Location
York, North Yorkshire
·  Salary
£17,627.00/Year
·  Category
Charity & Not-for-Profit - Charities & Voluntary
·  Job type
Contractor
·  Industry
Charity and Not-for-profit
·  External Reference
EM70

JOB DESCRIPTION
Department:Grants Services - FCT
Job Title:First Contact Team OfficerGrade: C
Responsible to:First Contact Team SupervisorDate: May 2017
Purpose of job: To provide all families/customers, who contact the Fund, with information and assistance appropriate to the enquiry. To ensure this is delivered in a professional manner and in accordance with the Fund's objectives and values recording relevant information in the correct format to aid reporting.
Duties and responsibilities

First Contact Team
*Respond to all family queries in accordance with department processes across the full range of media channels.
*Develop and maintain knowledge of all Grant Services processes and those related to each grant programme to enable provision of accurate and consistent information, support and advice.
*Deliver information to families where appropriate on all services provided by Family Fund.
*Take ownership of family queries and progress them to a satisfactory conclusion for both parties
*Escalate calls to the appropriate department, manager or supervisor.
*Respond appropriately to paper based family contact in line with Grant Services processes.
*Manage family expectation and help with guidance throughout application processes.
*Utilise and specific FCT systems to accurately record and update information to ensure efficient processing and effective reporting of information.
*Provide feedback on calls received, service provision and ideas for improvement.
*Work across multiple platforms to deliver the best outcome for families and adhere to our process and policy.

Information, Advice and Support

*Provide the appropriate level of information, advice and support to families through all contact channels.
*Maintain FCT systems to allow accurate and effective monitoring and management of programme statistics.
*Effectively identify appropriate referral opportunities and utilise systems in place to deliver best outcomes for families.
*Use our resources and attend all relevant training provided to maintain ability to deliver appropriate and effective information, advice and support to families.

General
*Adhere to the FCT rota, delivering all roles and displaying flexibility when required.
*Use the most effective communications media in a professional manner when dealing with families, professionals or other stakeholders.
*Liaise with colleagues to ensure the effectiveness and efficiency of all our programmes.
*Maintain the general efficiency and tidiness of the FCT department.
*Attend meetings and training sessions as required.
*Carry out other appropriate duties as required.

Department: Grants Services
Job Title: First Contact Team Officer
EssentialDesirable
Experience*Dealing with telephone enquiries in a customer service environment
*Dealing with email and written enquiries
*Administration experience*Contact centre
*Support and signposting experience

Skills, knowledge and abilities*Confident and helpful telephone manner
*Ability to deal with telephone and written queries in an appropriate and professional manner
*Ability and willingness to deal with difficult situations over the telephone
*Ability to use Windows-based computer systems including Microsoft Office
*Keyboard skills
*Ability to follow procedures and guidelines
*Ability to work as part of a team
*Ability to work under pressure and to deadlines
*Ability to work to performance targets
Education/Training*General education to GCSE standard or equivalent
Personal attributes*Clear and open communicator
*Self-motivated and reliable
*Takes ownership of work-related problems; positive approach to problem solving
*Supports colleagues
*Flexible and resilient to changing work patterns and conditions
PERSON SPECIFICATION
Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.