JOB DESCRIPTION

Job title: Client Support Assistant
Reporting to: Assistant Manager
Department: Client Support
Working Pattern: 21 hours per week between 8:30 – 5pm (Late evenings until 8pm)
Location: Melisa House / Hybrid
Salary £13759.20 per annum

VALUES

All services delivered by Lifelink are underpinned by the following core values:

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• We make decisions with the needs of our colleagues, our clients, and ourselves in mind: Always being professional by making decisions that are right for everyone. Always acting with integrity, being open and honest, seeking and offering support where appropriate.

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• It’s about us as one team: Working as a team to support each other, with clear, concise and consistent communication, so we get the best from each other and are working towards our shared goals.

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• We care: We trust each other and care about everyone’s wellbeing (staff, customers, stakeholders). Always respecting one another, showing kindness and empathy to all.

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• We are passionate to do more for our communities: Proactively seeking out new, forward thinking and more effective ways of working to make sustainable change in our communities.

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• We enable everyone to be themselves: Having a positive and fun environment which promotes inclusion, diversity and empowers everyone to be themselves without restrictions or discrimination.

KEY SKILLS

• Customer Service experience with a sound knowledge of delivering good quality service within in a busy customer service/call centre role.
• Excellent ability to communication effectively with a diverse range of people, over the telephone, in person and by email. Experience of using multiple IT system applications, including Microsoft Office software (Word, Excel, Outlook, Teams), with fast and accurate keyboard skills.
• Desirable Skills
• Qualification in Customer Service or Administration,
• Previous experience in appointment/case management, handling clients from a mental health and wellbeing background Mental health certificates in ASSIST (Applied Suicide Intervention Skills Training) and/or SafeTALK.Knowledge of relevant legislation such as vulnerable adult and child protection, policies and procedures, and knowledge of data protection laws
• Soft Skills & Personality Traits
• Must be empathetic, non-judgemental and be able to display compassion to others.
• Should be a good team player and enjoy working collaboratively with others.
• Capable of multi-tasking and take ownership of duties allocated.
• Must have genuine passion and commitment to making a positive impact on the lives of individuals in times of distress.
  Job Types: Part-time, Permanent
  Pay: £12.60 per hour

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Referral programme
• Sick pay

Schedule:

• Day shift

Application question(s):

• Do you have Customer Service Experience?
• Do you have experience in working for a mental health organisation?
• Are you a good communicator? Using telephone, in person & via email?

Work Location: In person
Application deadline: 11/08/202

ROLE SUMMARY

As a Customer Service Advisor you are responsible for delivering a warm, welcoming, and positive customer service experience to all of our clients, stakeholders and colleagues from across the organisation, in line with our customer service standards, procedures and guidelines. Collaboration within a team environment is integral to this role for effective daily organisational delivery and overall customer satisfaction.

ROLE RESPONSIBILITIES

• You will answer and action all incoming calls, emails, or online referrals/enquiries promptly, with professionalism, empathy and compassion.
• You will support with reception duties in Melisa House and cover at other Lifelink venues when required.
• You will assist in resolving enquiries and issues with a solutions-oriented approach, ensuring prompt resolution whilst delivering exceptional service quality consistently.
• You will be responsible for outgoing communications to clients and referral partners, ensuring timely and accurate notifications, confirmations, and correspondence in line with standard protocols.
• You will maintain and input data into the CRM database, maintaining a high level of accuracy and validating client details at every interaction.
• You will support with the filling of daily spaces, quickly and efficiently, updating CRM to provide clear communication notes.
• You will collaborate with counsellors, managers, and internal stakeholders to allocate client appointments, supporting to minimise waiting times and maximise service accessibility.
• You will undertake clerical and administrative tasks accurately and promptly, including providing support to team members and ensuring the daily team targets and goals are achieved.
• You will actively participate in team meetings, training sessions, company events, and performance appraisals.
• You are responsible for understanding and complying with organisational policies and procedures, ensuring consistent and compliant service delivery.