Customer Service Management Jobs

Bristol & Weston Hospitals Charity raises funds for all ten hospitals in the University Hospitals Bristol and Weston NHS Foundation Trust (UHBW). We’ve been in partnership with UHBW for 50 years and we’re as passionate about our work now as we were when we began life in 1974. We’re here to bring moments of joy, comfort and hope to those who need it most; The millions of patients and their loved ones who pass through our hospital doors each year and 13,500 NHS staff who care for them.

That’s a lot of people so we need you to take the reins of our Individual Giving, Legacy and In Memory programmes from September as Sam departs for maternity leave.

This is a varied role where one day you will be creating content and using inspiring patient stories for a full-hearted appeal. Another day you’ll be refining supporter journey comms to our 10,000+ charity lottery players. Another week and you’ll be developing and launching ideas for maximising long-term growth in Legacy and In Memory giving and how this looks across all our brand and supporter touchpoints. 

“If you find your heart singing when you hear about the amazing feats people undergo to improve the lives of others or feel inspired playing your part in improving the health and happiness of every patient cared for in our hospitals, then we think you’d better apply!”. Sam, current post holder.

We are a Disability Confident employer.

Working for a charity is great. Working for Bristol & Weston Hospitals Charity is greater.

Benefits:

•  27 days annual holiday entitlement (pro-rata) plus an additional day off on your birthday and a wellbeing day. Plus an additional two days leave after five years of service. 
•  Commitment to hybrid and flexible working
•  Competitive pension scheme. We'll match employee pension contributions up to 8% (minimum 5%)
•  Additional support via our enhanced Employee Assistance Programme, including up to eight sessions with a licensed counsellor
•  Life assurance cover - 4x annual salary
•  Commitment to training and development with budget set aside
•  Medicash health plan - claim cash towards a range of medical costs
•  Free Blue Light Card that allows access to hundreds of discounts at major retailers.

Closing date: 8th July 

Interview date: 15th & 16th July 

Job Title: Supporter Care Manager

Reporting to: Director of Fundraising

Hours of work: 37.5 hours per week

Salary: £35,000 per annum

Closing Date: 12 July 2024

Location: Royal Trinity Hospice, Clapham (Hybrid)

About Compton

Compton is the UK’s leading fundraising consultancy - with seven decades of experience managing successful annual, capital and legacy campaigns for charities and not-for-profit organisations.

Our clients recognise Compton as ‘the trusted name in fundraising’, thanks to the transformational contributions we make. We are proud of our history and track record, and the ‘Compton Way’ continues to deliver extraordinary fundraising results, even in today’s challenging operational and economic conditions.

Vacancy

Royal Trinity Hospice is the UK’s oldest hospice and serves a community of 750,000 in central and southwest London. Trinity delivers specialist end of life and palliative care at the Hospice and in the community – including support and counselling services for family and friends. Trinity’s ability to deliver its outstanding care to patients and their families is reliant on the Compton fundraising team at Trinity delivering ambitious funding results. We have a long record of success in generating income and sustainable growth across all income streams for the Hospice.

The role of Supporter Care Manager is a vital role in our delivery of fundraising services to our client and is a new role created by splitting our current Database & Supporter Care Manager role into two separate roles. This role will focus on the quality of our donor journey, associated communications and the accuracy of our reporting in conjunction with our client’s Finance team. 

The Supporter Care Manager will ensure that all processes for recording and thanking donations is accurate, timely and meets regulatory and reporting requirements, whilst providing a friendly and supportive donor experience. Assessing current processes, identifying, and implementing improvements in collaboration with the Database Manager will be a key focus. The successful applicant will have a passion for leading a team to deliver excellent supporter care and donor communications whilst working with and supporting the wider Fundraising team to deliver results for our client and their beneficiaries.  

The successful candidate will be expected to:

• Manage the Supporter Care Officers and several Fundraising Volunteers - providing mentoring and training and completing performance and development reviews.
• Deliver excellent supporter care to our client’s donors and supporters and reporting to the wider Fundraising team.
• Ensure that the best donor experience and journey is in place across all income lines.
• Work closely with the Database Manager to identify and implement process improvements and where possible system automations. 
• Ensure that individual processes are mapped out and that clear instructions and training are in place to mentor and support the Supporter Care team.
• Provide timely and accurate reporting to the Director of Fundraising.
• Collaborate with the wider Fundraising management team to provide advice and support in the implementation of new fundraising campaigns and events.
• Work as part of the wider Fundraising team providing support and participating in other duties where required.
• Work in a hybrid model of some days in the office and others from home.

Required experience, knowledge, skills and characteristics:

• Experience of delivering excellent supporter care or customer care in a charitable or commercial setting. 
• Good working knowledge of the Raisers Edge database and donor record management and an expert understanding in the input and recording of all donor data – particularly consent and gift aid information.
• Experience of managing a team to deliver excellent supporter or customer care. 
• Good knowledge of GDPR and other data protection regulations governing interactions with donors and the recording and use of information.
• Good understanding of the administrative processes required to log and successfully claim Gift Aid on individual gifts.
• Strong organisation and evaluation skills and ability to prioritise workflow and resources.
• Desire to exceed expectations and deliver the best supporter experience and journey.

Desired experience, knowledge, skills and characteristics:

• Experience of training and mentoring others to ensure the best donor experience.
• Automation of imports from various fundraising platforms.
• Experience of mapping donor journey and fundraising logistics processes.
• An understanding of Direct Mail processes and logistics.
• A good knowledge of fundraising reporting requirements, including Charity Commission and Gambling Commission returns.

Company benefits

• Annual leave 25 days plus bank holidays
• Non-contributory life assurance scheme
• Standard Life pension scheme with Company contributions starting at 3%
• Employee Assistance Programme - offering free 24/7 support & counselling and advice

Our Organisation

You will work a combination of office, client-home, community, and home-based working. Causeway is a 4-day week employer, so you will work 32 hours over 4 days a week, with no loss of pay. Causeway is a London living wage employer, with a competitive pension scheme. We also offer an employee assistance programme that provides free financial, legal, and mental health advice and support to our employees. We provide core training, and continuous learning and development throughout your career with us. 

The Role

To provide a high-quality housing management service, ensuring outstanding customer service and service delivery, by a being a primary point of contact for tenants. Engage with tenants to provide a responsive efficient housing management service that is consistently excellent for all tenancies. Housing Officers are expected to carry out the vast majority of their duties (70%) at our managed accommodation.

Scope are looking to appoint a Retail Shop Cover Manager (Known internally as Retail Divisional Support Manager) based in the South Division and supporting Scope shops in this area. 

The Retail Divisional Support Manager involves working closely with the Divisional Managers to enable our shops to trade when there are vacancies or sickness. The role will play a key role in maintaining and improving the running of our shops day to day and enable us to maximise sales and profit. This role will involve running various shops and travel across the division.

Our retail roles are full of variety, and every day is different! From generating and processing stock to designing an eye-catching window display or recruiting and training our wonderful volunteer team you’ll find every day challenging but extremely rewarding. You will have relevant experience in retail but a great attitude and willingness to learn is just as important.

About you

As Retail Divisional Support Manager you’ll be passionate about retail and have a love of fashion with experience of running a shop, or you’ll be looking for a management role as the next step in your career and be comfortable working closely with the Divisional Management Team. To be successful, you’ll need a commercial, can-do attitude and always put the customer’s needs first. You’ll be a dedicated team player with a strong work ethic, a great attention to detail, solid IT skills and a creative eye for displays. We ask you demonstrate an appreciation of Scope’s values and ambition of achieving Everyday Equality for disabled people. A willingness and flexibility to travel to any location in the division is essential.

About working in our shops

Our shops are the face of our retail brand, run by a dedicated, creative and passionate bunch of superstars. Focusing on sustainable fashion, engaging with local communities and leading our volunteers to deliver a great colleague and customer experience, we raise much needed funds to deliver Everyday Equality for disabled people and their families.

Permanent, 35 hours per week

Based in the south division, supporting Scope shops in this area. 

It is therefore essential that you can travel within this geographical area. A car allowance will be provided.

Shop hours

It’s important for you to know that Scope Charity Shops are open every day, so some weekend and Bank Holiday cover is needed. We work 35 hours a week, working five days out of seven.

Our values - pioneering, courageous, connected, open, fair

By living our values and trusting each other, we empower our colleagues to make decisions. By giving our colleagues freedom and space to spark creativity for innovation, we can push boundaries, change mindsets and be empowered to change the game with grit and determination and a sense of urgency.

Disabled candidates

We are a disability equality charity. We encourage applications from disabled people and people with impairments, conditions, and access needs. We want to create a workforce that is a true reflection of the communities we serve.

Scope will interview all disabled candidates who meet the essential criteria for the post. This is part of our commitment as a Disability Confident Leader. Just let us know in your application that you are applying under the Offer an Interview Scheme. This was previously known as the Guaranteed Interview Scheme.

Some applicants might need adjustments during the application process. If you require adjustments through your journey with us you can find out more about interview adjustments on the Scope website.

Equality, diversity and inclusion

At the heart of everything we do at Scope is Equality, Diversity, and Inclusion.

We want everyone to feel like they belong. We value each person as an individual. We will treat everyone with dignity and respect and we want to recognise all parts of a person's identity.

We are a disability equality charity. So, we will build a culture that is accessible and inclusive first. We will aim for the same high standards in all our work. We will listen, learn and keep improving.

You can find out more about our approach to Equality, Diversity and Inclusion on the Scope website.

Scope benefits

We believe hard work deserves reward and recognition. We offer a wide range of benefits including:

• 35 days holiday plus Bank Holidays
• Flexible, hybrid and remote working options
• Pay progression at 6 months and 2 years
• Company pension 
• Excellent training and career development 
• Strong colleague networks across disability, race and LGBTQ+
• Discounted gym membership, cycle to work scheme and much more.

Scope is a disability equality charity in England and Wales. Together we are Disability Gamechangers. We work to a society where all disabled people enjoy equality and fairness. We campaign tirelessly for an equal future for disabled people.

If you want to make a difference and become a Disability Gamechanger, we'd love to hear from you. Apply Today!

Please note that successful candidates will be subject to an enhanced DBS check.

Job Title: Chef (Part-Time)

Available Shift Pattern: 2 days per week (weekdays, weekends & bank holidays on a rolling rota basis, with the opportunity for additional shifts to cover sickness, staff holidays and rota changes)

Hours: 18 hours per week; 08:30am – 17:30pm (opportunity for more hours)

Contract Type: Permanent, Employed or Self Employed (flexible)

Pay: £12.00 per hour (employed) or if Self-Employed hourly rate TBC.

Additional Pay: Bank Holidays are paid at Premium Rates.

Location: Blackpool (Hostels & Cafe@264)

Homeless Action is a large registered charity (No. 1063208) that offers accommodation with support to vulnerable single homeless people.  We are looking to appoint a part-time Chef to work flexibly across our hostel sites and at our Community & Hub: The Cafe@264 all based in central Blackpool. The job roles involves preparing, serving and cooking healthy, homemade nutritious meals; helping plan seasonal menus; the ability to work in a busy café and to manage volunteers and assisting in the delivery of some basic life skills training to our hostel residents.

Ideally you will have catering experience and may have worked in a supported housing setting; care home/hostel or hotel/Cafe.  You will have a good understanding of the support needs of homeless people, be non-judgemental in your approach and have good people skills.  You will be willing to go the extra mile and be self-motivated.  You will be able to work during the week, at weekends and bank holidays.  You will be flexible in your approach to work and able to cover shifts at short notice.

In return we offer an opportunity to join our team of committed and enthusiastic staff, a competitive salary with flexible working hours; Bank Holidays paid at premium rates, a pension, training and self-development opportunities and good terms and conditions.

Ideally you will already have your Level 2 Food Safety & Hygiene qualification and it is desirable that you also have knowledge and/or a qualification in Food Allergen Awareness and COSHH Regulations.

Preferably you will hold a full drivers licence with access to a vehicle for work purposes. All staff employed by Homeless Action are required to undertake Enhanced Disclosure & Barring Service Clearance.

To apply, please print off and complete the attached application pack and return to:

Laura Cooper (Housing Services Manager), 81 Abingdon Street, Blackpool, Lancashire, FY1 1PP.

Closing date: Wednesday 31st July 2024 @ 12 Noon

Fundraising Manager

We have a fantastic opportunity for a Fundraising Manager to become a vital part of a small, friendly and ambitious fundraising team.

Position: Fundraising Manager

Location: Hybrid working – primarily homebased with occasional travel to Maidenhead

Salary: £34,978 per annum

Contract: Full time, permanent

About the role:

The fundraising team raise approximately £400K annually and aspiring to grow by over half a million by 2025. You will be responsible for leading and growing income via the charities Corporate Partnerships and Sporting Challenges. The ideal candidate will have high-level experience in corporate fundraising.

Key responsibilities include:

• Provide excellent account management to some of the charities existing and new corporate relationships.
• Carry out effective prospect research.
• Engage companies in our sporting challenges.
• Nurture effective relationships with corporate partners to achieve the best outcomes for the charity.
• Manage and grow the charities portfolio of challenge events to maximise income from this fundraising stream to achieve and exceed set income and expenditure targets, offering opportunities for engagement, and fundraising across the calendar year.
• Plan and deliver the marketing and recruitment of a range of events, including the London Marathon and other major running, hiking, cycling, swimming, skydiving and ultra-challenges.
• Coordinate and create content for the Fundraising Team communications via social media and digital communications to increase engagement from supporters.
• Create and manage annual budget lines to ensure income and expenditure meet set financial targets to maximise a return on investment.
• Monitor and report on income and expenditure for the relevant budget lines.
• Actively participate in team meetings.
• Attend key fundraising events and annual conference.

About you:

To be successful in this role you will have:

• A proven track record of successfully managing a charity’s corporate partnerships and sporting challenges.
• Good knowledge of the principals of customer service/supporter care and donor development.
• Sound knowledge of GDPR and the impact on fundraising in terms of on-going consent and deletions of donors.
• Significant experience of working within a charity in a similar fundraising role.
• Experience of developing new fundraising products and building a programme of engagement to grow fundraising income.
• Experience of managing events, preferably sporting challenge events.
• Excellent digital skills with experience of using a variety of online platforms, including website editing, image re-sizing, social media, and e-news content creation.
• Experience of using a CRM database to maintain data accurately, and an understanding of how to extract and evaluate information.
• Strong presentation, negotiation and influencing skills with a creative and entrepreneurial outlook.
• Strong project management skills.
• Excellent MS Office skills in the use of email, Word and Excel and PowerPoint.
• Use of social networking sites such as Facebook and Twitter including knowledge of a content management system for updating websites and images.

Other roles you may have experience of could include: Fundraising, Corporate Fundraiser, Fundraising Manager, Regional Fundraising Manager, Fundraiser, Fundraising, Corporate Fundraiser, Events Fundraiser, Corporate Partnerships Manager, Major Donor Fundraiser, Challenge Events, Events Fundraising, Sporting Events Fundraising, Individual Giving, Donor Fundraiser, Corporate Fundraising Officer, Fundraising Executive, Donor Partnerships etc.

Are you an inspirational leader who cares about empowering the voice of students and delivering genuinely impactful change?

Do you like working in fun, dynamic and varied roles in which no two days are the same, and that possess significant development and growth opportunities?

If so, then you’re in the right place, and the Student Voice Manager role might well be the position for you!

Armed with a bold and ambitious new strategy, there couldn’t be a more exciting time to join our organisation.

LSESU is seeking to set the global standard for what it means to be a world class students’ union, and this role sits right at the heart of that lofty ambition.

With a renewed, strategic focus on policy, this position will play a leading role in establishing a policy function that will enable us to be the definitive and credible home of student voice at LSE. A function which will become even more important when we enter the second stage of the strategy in 2026, when student voice will become the central strategic focus of the organisation.

Sitting within the broader Student Voice Department (alongside the Advice Team), you would lead a friendly, talented team of four permanent Student Voice Coordinators (SVCs) who together account for all of the Union’s policy, democratic, representation and campaigning work, alongside a part-time member of student staff.

Variety is hard-wired into the role. In addition to overseeing policy and research output, you would be responsible for leading a democratic and governance structure that is so innovative it is currently the source of an international academic study. Accountabilities here would include delivery of our biannual student elections and sector-leading Student Panels.

You would also be responsible for leading on how we support our elected student representatives and campaign groups; and for the Union’s academic representation work.

Given the breadth of work undertaken within the team, expect there to be plenty of opportunities to grow, develop and pick up new skills outside of the main responsibilities of the role.

Who are we looking for?

This role is fast-paced and so you’ll need exceptional organisation and planning skills, with the ability to juggle multiple priorities at once in a calm, effective manner.

The team you will be managing cuts across several areas and contains five people. We’re therefore looking for a confident leader with line management experience who is able to inspire, motivate and develop a talented and ambitious team to reach their full potential.

You will be a kind, supportive leader who cares about the people in their charge, but who also has high standards and that is able to performance manage when needed to ensure the team meets expected standards and delivers expected results.

We are looking for someone with exceptional written and verbal communication skills; an ability to interpret complex information and present it in a concise and accessible manner; and with experience of delivering high quality research and policy output.

With responsibility for leading on several projects, both within the team and cross-organisationally, prior project management experience and knowledge will be important, as will the ability to liaise with stakeholders at all levels.

Knowledge or prior experience within Higher Education or the student movement would certainly be an advantage, but is not essential and we very much welcome applications from those outside students’ unions who have transferrable skills and a who possess a willingness to learn.

We want to be the best, and for that we want to recruit the best. If you share our ambition and want to join a fun, supportive team seeking to set the benchmark for excellence in the sector, we would love to hear from you.

Why apply?

Because you’re excited by the challenge! The exact opposite of corporate, we’re progressive, daring and creative individuals working to make a difference in unconventional workplaces.

Benefits and Perks

In return for your passion and experience we offer:

● 25 days holidays per year

● Additional closure periods at Christmas and Easter on top of your 25 days annual leave and bank holidays

● Free LSE Students’ Union gym membership, advice from dedicated sports professionals, wth a wide range of activities including yoga classes, dance classes, pilates classes available free for SU staff

● Cycle to Work scheme enabling significant savings on a bicycle purchase

● Access to LSE staff training courses

● Ability to purchase TOTUM (NUS) card giving wide range of discounts

● Flexibility for work-life balance

● Interest-free Travel loan

How to apply?  

We want to ensure all systems, policies and processes are free from bias or discrimination and are fair and accessible, therefore we ask that all candidates complete our Application Process by uploading the two following documents:  

• Part 1: Supporting Statement  is all about you telling us about your suitability for the role and will be used to determine if you are shortlisted for interview. Please keep this one page maximum and do not include any personal information, e.g. name or date of birth. Please use the attached job description and person specification to help with this.  
• Part 2: Equal Opportunities Monitoring and Contact Form is personal information – so we can contact you if you are shortlisted for the interview. It also helps us gather and analyse demographic information about our applicants. This part will only be seen by HR and will not have any impact on shortlisting.
• Part 3: CV  - Please attach your completed CV outlining the jobs or voluntary roles you have had.

To apply for this role, please complete an online application.

Application forms are formatted to ensure the equality monitoring data is removed before applications are seen by the shortlisting panel. This process allows us to ensure that the shortlisting is done in a fair and consistent manner and all applicants are given the same opportunity to demonstrate their abilities. For further information regarding the role, please see attached the full job description and person specification.

Compulsory Requirement - The UK Government sets the legal regulations that we are required to follow. As an employer we must ensure that everyone is eligible to work in the UK and this is done by us checking and making a copy of the correct original identification/documentation before your first day of work. Currently we require you to have the right to work in the UK, as we are not a Home Office approved sponsor. 

Please note that interviews are planned for the 31st July 2024 and 1st August 2024. If you are unable to attend these dates, please note this in your application. 

As a Money and Debt Coach (Omni-Channel: Telephone & Video), your primary role will be
to provide financial coaching and ensure that over-indebted clients receive tailored debt
advice through various channels, including telephone, WhatsApp, and our network of video
advice kiosks located in prisons, hospitals, job centres, town halls, and other community
settings

Scope of role

1. Providing tailored financial advice and support.
2. To maintain detailed case records.
3. Keep up to date with legislation, policies and procedures and undertake appropriate training.

Key Responsibilities

1. Accurate, effective and individually tailored advice
2. Deliver financial capability workshops at various NHS sites, promoting financialresilience and wellbeing.
3. Provide money coaching advice through various channels including face-to-face, video, and telephone sessions.
4. Complete assessments which lead to appropriate referral to an in house debt adviser
5. Interviewing those that access the service using sensitive listening andquestioning skills to allow them to explain their problem(s) and empower them to

   set their own priorities.

6. Signposting/referring clients to internal and other agencies where required. Issuing foodbank vouchers.

Detailed case records

1. Maintaining detailed case records, ensuring that all work meets all auditing and quality standards and the requirements of the funder.
2. Ensuring all case records and written up in a timely manner.
3. Monitor and report on client engagement and outcomes from advice sessions.
4. Familiarity with CRM systems and practices (Customer Relationship Management system).
5. Handle customer complaints, provide appropriate solutions within the time limits, follow up to ensure resolution.

Up-to-date training

1. Completing a minimum of 16 hours of technical CPD accredited training orqualifying activity.
2. Maintaining an up-to-date record of all training sessions.

Teamwork and Collaboration

1. Work to an agreed work-plan, meeting targets and milestones, whilst prioritisingand managing your own workload.
2. Be an active member of the team, identifying opportunities for your owndevelopment, and demonstrating financial efficiency and value for money

   throughout your work.

3. Compliance with Toynbee Hall policies and procedures, including health andsafety.

5. Other

1. Travel across London as required, and occasionally the UK.
2. Undertake additional tasks as delegated by DFA Management.

Please download the full Job Description for more details.

Do you enjoy working alongside people from multiple generations, backgrounds and faiths?  Would you enjoy working in the agile environment of a small, ambitious organisation? We’re looking for a Baby Bank Manager who can inspire members of our Camden Hub to help us to give more young children across the capital the things they need to thrive.

At the site we collect and sort donations from generous local supporters, we welcome families to choose the things they need for their children, and we pack bespoke bundles that are sent out to families across London.

The role provides a brilliant opportunity to work alongside people from multiple generations, backgrounds and faiths all united by our shared goal. No two days will be the same, but every day you will feel the difference you are making.

The main things we’re looking for is experience of project and team management, plus a passion for our cause.  We welcome applicants from across different sectors; for example you might have worked in the corporate sector, perhaps in a start-up or as an events manager or in production and are now looking to use your skills in the third sector.

If your based from our London office, you will also receive £3,250 location allowance on top of your salary

You have substantial experience of working in a supported housing or general needs housing management environment and a good understanding of mental health, domestic violence, drug and alcohol issues. You’d also like to be part of an organisation that counts on the professionalism, insight, expertise and passion of its staff to inspire individual recovery for the people they work with. Welcome to Richmond Fellowship as a Housing Management Officer.

We know that recovery can look and feel very different to each and every one of us. But we also know that if we provide the right support, at the right time, we can inspire recovery nationwide and that recovery is possible for everyone. That’s where you come in.

Join us as a Housing Management Officer and you could soon be providing vital support to our Housing Manager Lead, as together you help us plan and organise all regulatory housing management activities. We’ll also rely on you to lead on day-to-day tenancy management, work with Area and Service Managers to support housing related services and ensure the compliance of housing related activities. Conducting regular inspections on properties, overseeing void reporting and assisting with the delivery of relevant data and analysis of voids – these are just some aspects of this interesting and varied role that’s all about delivering good quality homes and services to our tenants and residents.

To succeed, you’ll need Chartered Institute of Housing (CIH) Level 3 Certified Practitioner status (or equivalent) and an excellent understanding of  void management, bad debt and maximising income, plus the relevant regulatory requirements.

You’ll also need experience of working in a customer-focused environment or service and an understanding of the issues associated with individuals who may have complex support needs. Comfortable working in partnership with other key agencies and local communities, you’re also adept at identifying and monitoring key compliance in respect of health & safety requirements relating to properties and tenants. What’s more, you’re well organised, great at negotiating and developing effective working relationships with a variety of stakeholders and happy to provide housing training to colleagues.

In return for your skills and enthusiasm, this role comes with some really great benefits and excellent training and development opportunities.

This is a permanent full-time role requiring the post holder to work 37.5 hours per week. 

We are committed to increasing our diversity and welcome applications from those with Lived Experience.

This is a rolling recruitment process. Candidates will be interviewed as and when they are shortlisted.

It is a mandatory requirement of the application process for this post that candidates submit a CV and Supporting Statement, thus only candidates that provide this, and who meet the essential criteria within the person specification,  will be considered for an interview.

On 1st June 2024, Richmond Fellowship, part of Recovery Focus, a national group of charities highly experienced in providing specialist support services to individuals and families living with the effects of mental ill health, drug and alcohol use, gambling and domestic violence merged with Humankind to form a single organisation that provides the joined-up mental health, housing and drug and alcohol support we’ve all known has been needed for decades. In October 2024, Humankind will be renamed to reflect the new organisation.

We're looking for a kind, compassionate and resilient Support Worker to join our Assessment Centre service in Kensington and Chelsea.

£27,352.00 per annum, working 40 hours per week. Benefits include 25 days Annual Leave, pension schemes, staff discounts, healthcare and career progression.

Want to feel like you're making a difference? You'll feel at home here.

The aim of the project is to assess the individual over a 12-week period with the aim of identifying their support and housing needs. In that period, we will provide a bed for the customer to assist staff to carry out a detailed assessment to ensure that the recommendation for move on into alternative housing is captured correctly to assist move on for the individual into more suitable accommodation which is correct reflective of their needs based on our assessment/recommendation.

The service operates a model of personalised approach in order to address a wide range of presenting complex needs, which could range from mild learning difficulties, substance use (alcohol and drugs), offending, mental health, dual diagnoses, etc. We work closely with outside agencies in order to ensure that the individual is linked into getting the correct support whilst they remain at the assessment centre.
A major part of the Assessment Support Workers role is putting in the foundation with our customers around basic living skills and preparing the individual to be ready to move into alternative supported accommodation.

This role requires a valid Right to Work for the UK as Look Ahead are not a sponsoring organisation.

What you'll do:

Undertake initial and continuous assessment of needs including support needs and daily living skills. This would include potential risks and an assessment of the customers independent living skills as a whole.
The initial and co-produced assessment will incorporate models of co-production, observation, and person-centred planning. This is with a view that it is solution focused as to provide a framework for progression towards independent living.
Liaise with partner agencies regarding the assessment process seeking advice and guidance as to specialist input and clinical input as part of multi-disciplinary assessment process.
Create support/ action plans for providing appropriate services based on the assessment and reflecting the services and resources available.
Empower customers to be part of the local community and active participants in the local community as part of a Recovery Capital model.
Liaise with partner agencies regarding making referrals where an unmet need has been identified via the multi-agency assessment.
Ensure that referrals are chased proactively so that properties which can be used to house those in need are filled as efficiently as possible.
Undertake key-working responsibilities for a caseload assigned by the Team Leader/Manager
Support customers to undertake all domestic tasks as past of the assessment of daily living skills, including practical assistance where they have not yet developed the skills, to ensure customers enjoy a high quality of accommodation.
Develop and maintain links with all key agencies and service providers in the local community.
Co produce In Reach services at the Assessment Centre so that we are able to action plan jointly with partner agencies and feed into any action plans in regard to customers support needs e.g. Substance Misuse treatment plans
Attend training and workshops that are delivered via partner agencies were possible to provide a through and up to date assessment.
Empower customers to ensure they receive the service and benefits they are entitled to, including assessment and support of budgeting and debt management to garner their tenancy readiness.
Undertake all administrative work and keep accurate and comprehensive tenant/customer records to professional standards.
Adhere to Look Ahead's Policies and Procedures
Engage in learning and development activity to increase knowledge and skills.
Provide day-to-day instruction of domestic staff/Personal Support Assistants where appropriate.
Undertake any other duties consistent with the grade and nature of the post as may be reasonably assigned.
This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead.

About you:

Exudes a warm friendly presence and open behaviour.
Prefers working as part of a group or team.
Is fundamentally calm and resilient, does not let emotion adversely affect them or obscure their judgement.
Flexible.
Open to feedback and self development.
Has a practical and logical mind and is naturally well organised.
Thrives on change and enjoys dynamic diverse environments.
Is confident with high levels of self-esteem.
Is respectful, articulate and sensitive in style of communication.
Is motivated towards excellence and improvement of personal performance with a can do attitude.
Enjoys social interaction and the company of others, joins in local activities to encourage customer involvement.
Ability to cope positively with challenging and diverse behaviour.
What you'll bring:

Essential:
NVQ Level 2 or equivalent or experience within charity/social care sector

Are you a skilled Business Process Analyst who is keen to be at the heart of shaping our services?  Would you like to make a meaningful impact to our beneficiaries in a role which is essential for driving and embedding change?  

Together, the team in the Transformation Management Officer (TMO) takes great pride in managing a diverse portfolio of programmes and projects. We work closely with our Executive team, as well as other senior leaders and colleagues across the charity, to provide expertise in project, programme and change management.

With a growing number of strategic programmes, our TMO has recently embarked on a journey to expand as a function. We are currently seeking a dynamic Business Process Analyst to play an integral role in strengthening our Poppy Appeal.

Working with an experienced team, your role will be focussed on supporting a programme of works seeking to modernise and enhance the sustainability of our annual Poppy Appeal. You should have demonstrable experience of operating on multiple projects simultaneously and be highly competent in Business Analysis techniques such as end-to-end business process definition and translating business demands / user stories into implementable functional requirements.

Some of the key areas of responsibility include:

· Lead on the elaboration of existing end-to-end business processes to provide valuable insights.

· Challenge traditional processes and design sustainable solutions for an enhanced customer experience.

· In collaboration with subject matter experts, identify opportunities for efficiency and alteration through process review.

· Collaborate with key stakeholders, and team members across the business to ensure specifications meet customer demand and result in high-quality outcome.

Here at RBL, we aim to support our people and their wellbeing, with a package including generous paid holiday allowance and pension scheme contributions, and a range of optional benefits and discounts.

You will be expected to travel regularly in the course of your work including to our London, Haig House, head office. You will be contracted to your home address, where you will be expected to work – using our collaboration tools – when not travelling.

For more detailed information about the role, please see our Vacancy Information Pack attached to our direct advert.

RBL is committed to creating a diverse and inclusive organisation, reflecting the diversity of the armed forces community and of wider society. We welcome applications from people of all backgrounds and personal characteristics.

Closing Date:  Friday 12th July 2024

Interview Date(s):  virtual interviews week commencing 15th July 2024

We may close this vacancy early if we believe we have enough strong applications to be able to successfully fill the role(s). Interested candidates are encouraged to apply as soon as possible.

Role purpose

Compass is a service designed to support adults (18 years and over) in H&F and Hounslow. The service provides support with welfare benefits, debt, housing and well-being/peer support groups/workshops.

The role of the Information and Advice Worker will be to provide advice, guidance and customer representation to H&F and Hounslow residents living with mental health problems. Advice issues may include, housing, benefits, council tax, debt, signposting etc.

The successful candidate will deliver support to enquirers and manage a caseload of individuals as agreed with the project manager. In addition to advice casework, the Advice Worker will also be expected to assist onboarding referrals to the service when needed.

The successful candidate will be required to work alongside other caseworkers and volunteers supporting on the project and report to the project manager.

The Advice Worker will be required to work within the Advice Quality Standard framework (AQS), and adhere to Mind’s policies and procedures.

Due to the nature of the work, if successful, you will need to have an up-to-date DBS check completed prior to undertaking unsupervised client work.  

Place of work

The Advice Worker will be required to work both from home and the Ealing, H&F and Hounslow office when necessary, alongside work in the community.

Key Responsibilities
See attached job description for full list of responsibilities

• Deliver support to enquirers and manage a caseload of individuals as agreed with the project manager.
• Deliver monthly wellbeing peer support groups/workshops.
• Provide advice and information relating to all welfare benefits, including assisting clients with form filling and contacting agencies such as the Department for Work & Pensions on their behalf.
• Provide housing advice
• Provide general money and debt management advice
• Provide information on employment opportunities and training support for clients.
• Signpost to other relevant services in the boroughs, or further afield.

Person Specification

Knowledge and Experience

• Substantial experience of delivering advice in a similar position, preferably to individuals with mental health needs
• Knowledge and understanding of mental health problems, and mental health services
• Experience of delivering advice, information and customer representation
• Experience of managing complex cases
• Experience of working with multiple agencies
• Experience of delivering desired outcomes in a timely manner
• Up to date knowledge and experience of safeguarding adults
• Understanding of the importance of monitoring and evaluation, and the ability to keep records
  
  
  

Skills and Abilities

See attached job description for full list of skills & abilities

• Relevant and up to date knowledge of welfare benefits, housing and social care.
• Facilitate and deliver peer support groups for longer term improved wellbeing.
• Ability to communicate effectively in person on a one-to-one basis and with groups, as well as over the telephone and in writing
• Excellent listening skills

Scope are looking to appoint a Retail Shop Cover Manager (Known internally as Retail Divisional Support Manager) based in the Yorkshire and Humberside area and supporting a number of Scope shops in this area. 

The Retail Divisional Support Manager involves working closely with the Divisional Managers to enable our shops to trade when there are vacancies or sickness. The role will play a key role in maintaining and improving the running of our shops day to day and enable us to maximise sales and profit. This role will involve running various shops and travel across the division.

Our retail roles are full of variety, and every day is different! From generating and processing stock to designing an eye-catching window display or recruiting and training our wonderful volunteer team you’ll find every day challenging but extremely rewarding. You will have relevant experience in retail but a great attitude and willingness to learn is just as important.

About you

AsRetail Divisional Support Manager you’ll be passionate about retail and have a love of fashion with experience of running a shop, or you’ll be looking for a management role as the next step in your career and be comfortable working closely with the Divisional Management Team. To be successful, you’ll need a commercial, can-do attitude and always put the customer’s needs first. You’ll be a dedicated team player with a strong work ethic, a great attention to detail, solid IT skills and a creative eye for displays. We ask you demonstrate an appreciation of Scope’s values and ambition of achieving an Equal Future for disabled people. A willingness and flexibility to travel to any location in the division is essential.

About working in our shops

Our shops are the face of our retail brand, run by a dedicated, creative and passionate bunch of superstars. Focusing on sustainable fashion, engaging with local communities and leading our volunteers to deliver a great colleague and customer experience, we raise much needed funds to deliver Everyday Equality for disabled people and their families.

Permanent, 35 hours per week

Based in Yorkshire and Humberside area and supporting Scope shops in this area including Anlaby, Batley, Morley, Scarborough and Whitby.

It is therefore essential that you can travel within this geographical area and a car allowance will be provided.

Shop hours

It’s important for you to know that Scope Charity Shops are open every day, so some weekend and Bank Holiday cover is needed. We work 35 hours a week, working five days out of seven.

Our values - pioneering, courageous, connected, open, fair

By living our values and trusting each other, we empower our colleagues to make decisions. By giving our colleagues freedom and space to spark creativity for innovation, we can push boundaries, change mindsets and be empowered to change the game with grit and determination and a sense of urgency.

Disabled candidates

We are a disability equality charity. We encourage applications from disabled people and people with impairments, conditions, and access needs. We want to create a workforce that is a true reflection of the communities we serve.

Scope will interview all disabled candidates who meet the essential criteria for the post. This is part of our commitment as a Disability Confident Leader. Just let us know in your application that you are applying under the Offer an Interview Scheme. This was previously known as the Guaranteed Interview Scheme.

Some applicants might need adjustments during the application process. If you require adjustments through your journey with us you can find out more about interview adjustments on the Scope website.

Equality, diversity and inclusion

At the heart of everything we do at Scope is Equality, Diversity, and Inclusion.

We want everyone to feel like they belong. We value each person as an individual. We will treat everyone with dignity and respect and we want to recognise all parts of a person's identity.

We are a disability equality charity. So, we will build a culture that is accessible and inclusive first. We will aim for the same high standards in all our work. We will listen, learn and keep improving.

You can find out more about our approach to Equality, Diversity and Inclusion on the Scope website.

Scope benefits

We believe hard work deserves reward and recognition. We offer a wide range of benefits including:

• 35 days holiday plus Bank Holidays
• Flexible, hybrid and remote working options
• Pay progression at 6 months and 2 years
• Company pension 
• Excellent training and career development 
• Strong colleague networks across disability, race and LGBTQ+
• Discounted gym membership, cycle to work scheme and much more.

Scope is a disability equality charity in England and Wales. Together we are Disability Gamechangers. We work to a society where all disabled people enjoy equality and fairness. We campaign tirelessly for an Equal Future for disabled people.

If you want to make a difference and become a Disability Gamechanger, we'd love to hear from you. Apply Today!

Please note that successful candidates will be subject to a DBS check.