| Description: | For: Information Line Officer
Meyer Scott Ref: VR/02558
Information Line Officer – Peterborough – 35 hours a week - £9.00 ph
To provide a high quality, confidential, information and support service by responding to, and fulfilling, all information enquiries in a timely, professional and customer focused manner.
Respond professionally to information enquiries from a wide range of customers.
Research information requested by multiple channels to a satisfactory outcome.
Respond efficiently and promptly to written enquiries from email, letter and online forums. The response must be to an excellent standard with no grammatical or spelling errors and written in a clear and easy to understand manor.
Respond to emotional or suicidal enquiries in a consistent, professional way, displaying utmost empathy and calmness, whilst respecting the enquirers’ confidentiality.
Fulfil requests for information by sending information by post and/or signpost or refer to other departments and organisations as appropriate.
Accurately pack information and leaflets in the warehouse to send to enquirers and cooperate with the warehouse staff to maintain adequate stocks of leaflets.
Ensure the enquirers contact details are recorded accurately on the companies database.
Complete any other duties and responsibilities when requested, which are commensurate with this role
Commitment and participation to all training and other development opportunities that would allow you to progress within your current roles, as well as allow you to progress within the organisation.
Experience of working on a helpline/information line handling a diverse range of enquiries providing excellent customer service.
Knowledge of Equalities Act.
Experience in responding to emotionally distressed people.
Experience of using computers including databases, word processing, excel, email and the Internet
Experience in researching information and able to share your findings.
Competences/Abilities
Ability to explain issues in a clear and accurate fashion
Ability to understand and explain information accurately, thinking imaginatively and flexibly, when responding to information requests
Ability to respond calmly, sensitively and empathetically to distressed, worried or angry callers, whilst retaining objectivity and a professional distance and not becoming emotionally involved
Ability to ‘think outside the box’ and have a ‘can do’ attitude.
Excellent writing skills
Ability to research issues and find solutions quickly and efficiently
Ability to record information accurately
Excellent team player willing to be flexible and develop effective and supportive working relationships with colleagues
Ability to identify and analyse callers’ needs quickly and accurately
Ability to organise time effectively, prioritise workload and meet deadlines
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