Home→About Anaphylaxis UK→Vacancies→Helpline Information Officer Vacancy

Job Summary

Are you looking for a role where you can help others and gain experience working for a charity? You will need to be proactive and resourceful in supporting people who contact our helpline, as well as contributing to improving our website and resources. In this role, you will play an essential role in providing information, advice and support to individuals and families living with serious allergies. We are looking for someone with excellent communications skills, strong organisational skills, and experience of supporting people via helplines and email inboxes.

We are looking for a dedicated individual who is passionate about helping others and eager to gain experience working for a charity. You will need to be proactive and resourceful in supporting people who contact the helpline, as well as contributing to improving our website and resources. In this role, you will play an essential role in providing information, advice and support to individuals and families living with serious allergies.

Core responsibilities

  • right_arrow_orange_icon Act as the main point of contact for Helpline telephone and email enquiries, providing help, information and support to callers or via email
  • right_arrow_orange_icon Keep accurate electronic records of advice, information and support given, and produce basic reports when required
  • right_arrow_orange_icon Respond to information requests and technical enquiries from corporate and healthcare professional members, or refer to other staff members, as appropriate
  • right_arrow_orange_icon Support the dissemination of allergy alerts for product recalls through the website and to individual supporters
  • right_arrow_orange_icon Support the development and maintenance of our extensive library of factsheets in accordance with Patient Information Forum (PIF) quality mark for health information
  • right_arrow_orange_icon Support other members of the team in taking forward projects with information and research input, including the development and dissemination of information resources for the website and social media platforms
  • right_arrow_orange_icon Provide support to ensure the Anaphylaxis UK website is up to date with the latest allergen information
  • right_arrow_orange_icon Ensure new information coming into the charity is disseminated to relevant staff members and used, where required, for the Helpline, research, factsheets, and website resources

Experience

  • right_arrow_orange_icon Experience of supporting individuals and families via helplines and email in-boxes (Essential)
  • right_arrow_orange_icon Experience of producing written information for different audiences (Essential)
  • right_arrow_orange_icon Practical experience in counselling, social work or related field (Desirable)
  • right_arrow_orange_icon Working for or volunteering in a charity or similar (Desirable)

Skills

  • right_arrow_orange_icon Excellent verbal communications – the ability to convey information clearly and effectively over the phone (Essential)
  • right_arrow_orange_icon Active listening – the ability to listen attentively and understand the callers needs and concerns (Essential)
  • right_arrow_orange_icon Written communications – the ability to write clear, concise and accurate information for emails, reports and other resources (Essential)
  • right_arrow_orange_icon Strong organisational skills with the ability to prioritise and handle multiple tasks simultaneously without compromising the quality of service (Essential)
  • right_arrow_orange_icon Ability to work independently and as part of a small, virtual team, while staying up-to-date on the latest developments and resources relevant to the helpline’s focus (Essential)
  • right_arrow_orange_icon Pragmatic and willing to take a hands-on approach within a small organisation (Essential)
  • right_arrow_orange_icon Ability to find and use online resources effectively to assist callers and ensure all information provided is accurate (Essential)
  • right_arrow_orange_icon Knowledge of standard Microsoft Office software (Essential)
  • right_arrow_orange_icon Knowledge of graphic design software (e.g. Canva), IT-based and web systems (WordPress, Mailchimp) (Desirable)

Qualifications

  • right_arrow_orange_icon GCSE English, maths and science – or equivalent (Essential)
  • right_arrow_orange_icon Social work, psychology, counselling, nursing or similar degree (Desirable)

Salary

£23,000 – £26,000 a year – Full-time

Start date

As soon as possible

Application deadline

29/07/2024
Please apply through Indeed