Job Role:
Administration
Salary:
£30,160 (pro-rata) per annum
Hours per week:
13.00
Job Overview:
We are looking for a reliable Nighttime Administrative Assistant that will facilitate an efficient and effective telephone counselling service to all callers. The candidate will have an ability to work with a variety of individuals and presenting issues, including those who are distressed and/or at risk, and signpost them to the Nighttime Counsellor.
Key Responsibilities:
* Perform clerical duties such as answering, screening and de-escalating telephone calls.
* Input, update and maintain the CRM system with accurate information for future analysis by the Senior Management Team.
* Filing, both manual and electronic, ensuring an adequate supply of client therapy forms and photocopy when required which adheres to GDPR regulations.
* Handling all client queries and responding in an empathetic manner to requests.
* Operate within a triage framework to risk assess client crisis scenarios and determine appropriate courses of action for de-escalation and support. (Full training will be provided to the successful candidate).
* Maintain the appointment system and follow up on client’s appointments as and when required.
* Redirect telephone calls, which are unrelated to PIPS and signpost to other relevant statutory, community and voluntary organisations, e.g., Food Banks, Men’s Shed, etc.
* Develop good relationships with staff and volunteers throughout PIPS.
* Manage your own time effectively to achieve deadlines.
* Plan and organise own work to achieve results that are aligned to personal and corporate objectives.
* Have knowledge and understanding of, and contribute to, PIPS’ strategic objectives and how your role and personal objectives contribute to their achievement.
* In the event of a counsellor being unavailable, all communication to be sent via email.
* Participate in training and personal development as agreed with your Line Manager.
* Open building if required.
* Follow the end of day procedure for locking up the building and activate alarm system if required.
* Fill out the Handover Sheet detailing any tasks of high priority and/or high risk that require resolution asap to all Reception Staff and members of Senior Management.
* Any other reasonable management request.
Essential Criteria:
Qualifications:
* Five GCSE qualifications at Grade C or above to include both English language and Maths.
Experience:
* Two years administrative experience working in a busy office environment gained within the past three years.
Skills and Attitudes:
* A high level of computer literacy and IT skills regarding common Microsoft platforms and applications.
* Accuracy and attention to detail.
* Excellent organisational skills.
* Excellent communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Willingness to work flexibly.
* Self‐motivated, adaptable, enthusiastic and positive approach.
* Ability to work to a high level of accuracy.
* Confidential, diplomatic and approachable with a high standard of service.
* Ability to prioritise, work to strict deadlines and have excellent time management.
Desirable Criteria:
Experience working in a charity.
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