Job summary Are you an experienced call handler/customer service representative with the ability to show compassion and empathy in complex, challenging and often emotive situations? Are you looking to utilise these skills in a more meaningful way supporting individuals at the most difficult and vulnerable times in their life? Apply today for a meaningful career where you can make a real difference to those living with a terminal illness and the people closest to them. Main duties of the job Joining our Information & Support Team, you'll provide crucial assistance to those in need during challenging times. You'll provide personalised support by offering a compassionate ear, sharing relevant information, and directing individuals to the resources they need. Our Support Line Officers may not be counsellors or medically trained, but they are dedicated to delivering a professional service and providing reassurance during difficult times. Whilst this role can at times, be challenging due to the nature of the calls, the fulfilment that comes from making a positive impact on someone's life makes this role incredibly rewarding. Duties will include, but are not limited to: Responding to a variety of enquiries from individuals affected by terminal illness, as well as their families, friends, or professionals. These inquiries may range from practical matters concerning finances or legal arrangements to accessing Marie Curie services, as well as emotional concerns such as grief and loss. Utilising the resources available through the Marie Curie Information and Support Service, along with other trusted sources primarily online, you will address inquiries, gather information, and direct individuals to the support they require. This may involve communication via phone, web chat, and other channels, as well as moderating our online community and undertaking additional project work to enhance our service. About us Marie Curie is the UKs leading end-of-life charity. We are the largest non-NHS provider of end-of-life care in the UK, the only provider across all 4 nations, delivering community nursing and hospice care across the country, while providing information and support on all aspects of dying, death, and bereavement. Our leading research pushes the boundaries of what we know about good end-of-life, and our campaigns fight for a world where everyone gets to have the best possible quality of life while living with an illness, theyre likely to die from. The care and support we provide is highly valued by the people we care for and their loved ones, but at present we are only reaching around 10% of dying people at the end of life.Right now, one in four people in the UK with a terminal illness, do not get the care or support they deserve at the end of their lives. We want a different society than the one we live in now. Our mission for the next five years is to close the gap in the number of people missing out on what they need at the end-of-life, through 3 ways: Growing and transforming our direct care and support Delivering more practical information and support Leading in shaping the end-of-life experience Date posted 24 March 2025 Pay scheme Other Salary £20,821 to £22,088 a year Pro rata Contract Permanent Working pattern Part-time Reference number 6291 Job locations Hybrid Working Marie Curie, 1 Old Field Road, Pencoed Bridgend CF35 5LJ Hybrid Working Vale of Glamorgan CF64 3YR Hybrid Working Newport NP20 4AX Hybrid Working Cardiff CF64 3YR Hybrid Working Neath SA11 1BY Hybrid Working Swansea SA1 1NU Job description Job responsibilities About the Company: Marie Curie is the UKs leading end-of-life charity. We are the largest non-NHS provider of end-of-life care in the UK, the only provider across all 4 nations, delivering community nursing and hospice care across the country, while providing information and support on all aspects of dying, death, and bereavement. Our leading research pushes the boundaries of what we know about good end-of-life, and our campaigns fight for a world where everyone gets to have the best possible quality of life while living with an illness, they're likely to die from. The care and support we provide is highly valued by the people we care for and their loved ones, but at present we are only reaching around 10% of dying people at the end of life. Right now, one in four people in the UK with a terminal illness, do not get the care or support they deserve at the end of their lives. We want a different society than the one we live in now. Our mission for the next five years is to close the gap in the number of people missing out on what they need at the end-of-life, through 3 ways: Growing and transforming our direct care and support Delivering more practical information and support Leading in shaping the end-of-life experience Salary: £20,821 - £22,088 pro rata per annum Contract: Permanent & Fixed Term roles available (Fixed Term roles have the potential to go Permanent) Based: Hybrid working within a commutable distance to Bocam Park, Bridgend Benefits You'll Love Annual leave allowance 25 days plus 8 public holidays (pro rata) Hybrid working Competitive Policy for parental/sick Leave Continuous Professional development Industry leading training programmes Season ticket loan for travelling to and from work Defined contribution schemes for Pension Marie Curie Group Personal Pension Scheme Loan schemes for bikes; computers and satellite navigation systems Introduce a friend scheme Help with eyecare cost Entitled to Marie Curie Blue Light Card Entitled to Benefit-Hub Discount Scheme Life assurance for all employees What were looking for: Genuinely empathetic with the ability to demonstrate sensitivity Ability to show resilience in challenging and sometimes distressing situations Experience of working in a call centre/customer facing environment Ability to show compassion when handling complex situations and difficult conversations Please see the full job description here: https://mariecurie.pagetiger.com/cpsxgo/1 Application Process Close date for applications: Sunday 13thApril 2025 Interview Dates: Week Commencing 21stApril 2025 As part of your online application, you will be asked for a CV and covering letter. Please review both the advert and job description and outline your most relevant skills, experience and knowledge for the role. For further information or to arrange an informal chat please contact our Talent Partner, John Gibson at: john.gibsonmariecurie.org.uk Additional Information Marie Curie is committed to its values, which underpin our work. We take stringent steps to ensure that the people who join our organisation through employment or volunteering, are suitable for their roles and are committed to safeguarding all our people from harm. This includes our staff, volunteers and all those who use or come into contact with our services. We are dedicated to creating not just a safe place to work but also a supportive and rewarding one. We are committed to a world where everyone can thrive and fulfil their potential. We are devoted to the social justice imperatives and organisational benefits of full diversity, inclusion and equity in the workplace, and are a Stonewall champion. We actively encourage and welcome applications from candidates of diverse cultures, perspectives and lived experiences. Reasonable adjustments to our standard process can be accommodated. Should you require any reasonable adjustments please contact our Talent Acquisition team by emailing: recruitmentmariecurie.org.uk Job description Job responsibilities About the Company: Marie Curie is the UKs leading end-of-life charity. We are the largest non-NHS provider of end-of-life care in the UK, the only provider across all 4 nations, delivering community nursing and hospice care across the country, while providing information and support on all aspects of dying, death, and bereavement. Our leading research pushes the boundaries of what we know about good end-of-life, and our campaigns fight for a world where everyone gets to have the best possible quality of life while living with an illness, they're likely to die from. The care and support we provide is highly valued by the people we care for and their loved ones, but at present we are only reaching around 10% of dying people at the end of life. Right now, one in four people in the UK with a terminal illness, do not get the care or support they deserve at the end of their lives. We want a different society than the one we live in now. Our mission for the next five years is to close the gap in the number of people missing out on what they need at the end-of-life, through 3 ways: Growing and transforming our direct care and support Delivering more practical information and support Leading in shaping the end-of-life experience Salary: £20,821 - £22,088 pro rata per annum Contract: Permanent & Fixed Term roles available (Fixed Term roles have the potential to go Permanent) Based: Hybrid working within a commutable distance to Bocam Park, Bridgend Benefits You'll Love Annual leave allowance 25 days plus 8 public holidays (pro rata) Hybrid working Competitive Policy for parental/sick Leave Continuous Professional development Industry leading training programmes Season ticket loan for travelling to and from work Defined contribution schemes for Pension Marie Curie Group Personal Pension Scheme Loan schemes for bikes; computers and satellite navigation systems Introduce a friend scheme Help with eyecare cost Entitled to Marie Curie Blue Light Card Entitled to Benefit-Hub Discount Scheme Life assurance for all employees What were looking for: Genuinely empathetic with the ability to demonstrate sensitivity Ability to show resilience in challenging and sometimes distressing situations Experience of working in a call centre/customer facing environment Ability to show compassion when handling complex situations and difficult conversations Please see the full job description here: https://mariecurie.pagetiger.com/cpsxgo/1 Application Process Close date for applications: Sunday 13thApril 2025 Interview Dates: Week Commencing 21stApril 2025 As part of your online application, you will be asked for a CV and covering letter. Please review both the advert and job description and outline your most relevant skills, experience and knowledge for the role. For further information or to arrange an informal chat please contact our Talent Partner, John Gibson at: john.gibsonmariecurie.org.uk Additional Information Marie Curie is committed to its values, which underpin our work. We take stringent steps to ensure that the people who join our organisation through employment or volunteering, are suitable for their roles and are committed to safeguarding all our people from harm. This includes our staff, volunteers and all those who use or come into contact with our services. We are dedicated to creating not just a safe place to work but also a supportive and rewarding one. We are committed to a world where everyone can thrive and fulfil their potential. We are devoted to the social justice imperatives and organisational benefits of full diversity, inclusion and equity in the workplace, and are a Stonewall champion. We actively encourage and welcome applications from candidates of diverse cultures, perspectives and lived experiences. Reasonable adjustments to our standard process can be accommodated. Should you require any reasonable adjustments please contact our Talent Acquisition team by emailing: recruitmentmariecurie.org.uk Person Specification Experience Essential Experience of working in a busy call handling customer service setting and/or emotional support helpline setting Experience of answering telephone and written enquiries and the ability to be able to offer support in empathic manner to callers living with a terminal condition or those providing their care, including those experiencing bereavement Experience in complaint handling and difficult conversations. This includes handling calls from people with complex needs and potential mental health illnesses which can include suicidal ideation Understanding of basic data protection laws An understanding of Safeguarding principles in relation to support line/telephone services, with an ability to be able to follow policy and processes to ensure caller safety. Excellent research skills able to source up-to-date and accurate information from multiple sources online Uses own initiative to work independently Ability to work collaboratively and effectively as part of a team across multiple sites Flexible and willing to work to a rota (which includes bank holidays and weekends) Comfortable with using a range of software (including Microsoft Office and Teams) and multitasking between systems Desirable To have an understanding and appreciation of terminal illness; its effects, and of wider support systems available including nursing, disability, health and social services. Experience of working on a similar helpline service or within a charity Experience of working within a confidential service Experience of using a customer management system/database such as Salesforce Experience of answering enquiries via social media, online community forums and/or live web chat Experience of working on projects or service delivery / improvement Qualifications Essential A Levels or equivalent Helpline Qualifications- NVQ in Advice and Guidance Helpline partnership Desirable Welsh speaking Person Specification Experience Essential Experience of working in a busy call handling customer service setting and/or emotional support helpline setting Experience of answering telephone and written enquiries and the ability to be able to offer support in empathic manner to callers living with a terminal condition or those providing their care, including those experiencing bereavement Experience in complaint handling and difficult conversations. This includes handling calls from people with complex needs and potential mental health illnesses which can include suicidal ideation Understanding of basic data protection laws An understanding of Safeguarding principles in relation to support line/telephone services, with an ability to be able to follow policy and processes to ensure caller safety. Excellent research skills able to source up-to-date and accurate information from multiple sources online Uses own initiative to work independently Ability to work collaboratively and effectively as part of a team across multiple sites Flexible and willing to work to a rota (which includes bank holidays and weekends) Comfortable with using a range of software (including Microsoft Office and Teams) and multitasking between systems Desirable To have an understanding and appreciation of terminal illness; its effects, and of wider support systems available including nursing, disability, health and social services. Experience of working on a similar helpline service or within a charity Experience of working within a confidential service Experience of using a customer management system/database such as Salesforce Experience of answering enquiries via social media, online community forums and/or live web chat Experience of working on projects or service delivery / improvement Qualifications Essential A Levels or equivalent Helpline Qualifications- NVQ in Advice and Guidance Helpline partnership Desirable Welsh speaking Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Marie Curie Address Hybrid Working Marie Curie, 1 Old Field Road, Pencoed Bridgend CF35 5LJ Employer's website https://www.mariecurie.org.uk/ (Opens in a new tab)