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
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Act as the main point of contact for Helpline telephone and email enquiries, providing help, information and support to callers or via email -
Keep accurate electronic records of advice, information and support given, and produce basic reports when required
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Respond to information requests and technical enquiries from corporate and healthcare professional members, or refer to other staff members, as appropriate
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Support the dissemination of allergy alerts for product recalls through the website and to individual supporters
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Support the development and maintenance of our extensive library of factsheets in accordance with Patient Information Forum (PIF) quality mark for health information
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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
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Provide support to ensure the Anaphylaxis UK website is up to date with the latest allergen information
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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
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Experience of supporting individuals and families via helplines and email in-boxes (Essential)
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Experience of producing written information for different audiences (Essential)
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Practical experience in counselling, social work or related field (Desirable)
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Working for or volunteering in a charity or similar (Desirable)
Skills
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Excellent verbal communications – the ability to convey information clearly and effectively over the phone (Essential)
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Active listening – the ability to listen attentively and understand the callers needs and concerns (Essential)
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Written communications – the ability to write clear, concise and accurate information for emails, reports and other resources (Essential)
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Strong organisational skills with the ability to prioritise and handle multiple tasks simultaneously without compromising the quality of service (Essential)
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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)
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Pragmatic and willing to take a hands-on approach within a small organisation (Essential)
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Ability to find and use online resources effectively to assist callers and ensure all information provided is accurate (Essential)
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Knowledge of standard Microsoft Office software (Essential)
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Knowledge of graphic design software (e.g. Canva), IT-based and web systems (WordPress, Mailchimp) (Desirable)
Qualifications
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GCSE English, maths and science – or equivalent (Essential)
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Social work, psychology, counselling, nursing or similar degree (Desirable)
Salary
£23,000 – £26,000 a year – Full-time
