Enquiries Officer

Enquiries Officer

Full time, Fixed Term Contract – 9 months

£31,525 to £34,306 per annum plus pension, medical and dental insurance

25 days holiday (plus 3 additional days to be taken between Christmas and New Year)

4pm finish on Fridays

Central London location (Covent Garden) – hybrid working available after induction

REPORTS TO                     

Enquiries Team Leader

OVERVIEW

The Masonic Charitable Foundation is looking for an experienced adviser to join our frontline Advice, Support & Enquiries Team managing all enquiries via the advice line and electronic/mail channels. Each month we receive hundreds of phone calls and emails from people who need our help. The team’s Advisers are often the first point of contact with the MCF and play a key role in our grants process.

You will need excellent customer service skills, a high level of personal resilience, ability to quickly build a good rapport with callers and be a team player who is willing to support colleagues and prioritise the needs of the team. Previous experience in a comparable role is desirable.

 

Day to day responsibilities include answering calls and responding to emails from individuals and families for a range of support (including daily living costs, health and care and education), liaising with our Advice and Support Advisers and Visiting Volunteers, awarding grants for counselling and consultations and keeping the grants system up to date.

 

The team is based in our central London office on the edge of Covent Garden, with hybrid working available

 

Please note this job is subject to a basic DBS check.

 

MAIN DUTIES

·         To answer calls and voicemails professionally and courteously, providing an excellent first impression of the charity

·         To make an initial assessment of each enquiry to determine likely eligibility for support and to manage expectations appropriately

·         To accurately record details of enquiries on the grants system

·         To process small grants to enable applicants to access medical consultations and Mental Health Assessments

·         To signpost applicants to other sources of advice as appropriate

·         To work effectively as part of the team, collaborating and supporting colleagues

·         To act as the first point of contact and to build and maintain excellent working relationships with our Provincial contacts

PERSON SPECIFICATION

Essential

·         Previous experience of working/volunteering within the charity, advocacy or social sector, or a grant making organisation

·         Excellent customer service skills

·         Polite and calm telephone manner

·         Ability to tailor communication to suit audience

·         Ability to diffuse high-emotion calls

·         Able to quickly establish rapport

·         Strong written skills – ability to communicate in a clear and concise manner

·         High levels of emotional intelligence and personal resilience, some callers will be distressed and their circumstances can be distressing

·         Ability to work well under pressure

·         Organisation and effectiveness

·         Prioritisation

·         Meeting deadlines

·         Attention to detail

·         Team working

·         Ability and willingness to put the team first

·         Supporting and collaborating with colleagues

·         Build and maintain effective working relationships

·         IT, particularly MS Office applications

 

 

Desirable

·         Experience of working on an advice line, helpline, contact centre or similar

·         Previous customer-facing role

·         Working within an advisory role

·         Experience of working alongside volunteers.

·         Administration

HOW TO APPLY

Please submit both a CV and covering letter explaining why you are interested in the role and how you meet the person specification