Cancer Information and Support Adviser (11275)

Macmillan Cancer Support; United Kingdom; Remote; GBP 29,000 - 32,000; Full time

Benefits offered by this job

25 days holiday plus bank holidays

Pension matched up to 7.5%

120+ learning and development offers

Holiday buying and selling scheme

Life insurance

Retail discounts

Job summary

Macmillan Cancer Support is seeking a Cancer Information & Support Advisor to provide emotional support and essential information to people living with cancer and their loved ones from a home-based setting in the UK.

The role requires resilience for emotionally charged content, working across phone, webchat and email, and meeting performance goals while delivering high-quality support.

Qualifications

• Experience in a contact centre environment.
• Ability to handle multiple queries calmly across channels.
• Experience using a CRM to log customer interactions.

Responsibilities

• Provide information and emotional support to people living with cancer and their families.
• Handle calls, webchats and emails with professionalism.
• Work toward performance goals and KPIs to ensure high-quality support.

Skills

Contact centre experience

Multichannel communication

CRM system experience

Resilience under pressure

Meeting KPIs

Tools

CRM software

Job description

Cancer Information & Support Advisor Contract type: 4 x Permanent, 2 x Fixed Term Contract for 12 months Working hours: Full time (34.5 hours a week) – please find more information about shift patterns below. Location: Home based in the UK Salary range: £29,000 - £32,000

About us

At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

Our organisational strategy sets out how we’ll fight even harder to make every pound raised count for even more. With your help, we’ll transform cancer care for good.

About the role

In this rewarding role right at the heart of our Macmillan Support line, you will work in a busy and varied environment, while providing emotional support and key information to people living with cancer and their loved ones at a time of great need.

Due to the nature of some of the calls and webchats, the role can be challenging at times, so resilience is key. However, it’s extremely fulfilling to be able to support people who are going through such difficult times.

You will work towards performance goals to help us reach everyone who needs our support while ensuring the level of support we provide is of the highest quality.

Shift patterns

Our Support Line is available 365 days a year, including bank holidays, from 8am to 8pm and is key to our strategic objective of reaching everyone whilst focusing on those who need the most support.

To cover our service and opening hours you will be required to work a shift pattern on a 6 week rotation of:

• 2 weeks of 8am starts, 2 weeks of 9am starts and 2 weeks of late shifts with 12:15 start time and 20:15 finish time
• 2 weeks of the 6 week rotation will be working the weekend
• 4 weeks of the rotation will be working 5 days
• 2 weeks of the rotation will be working 4 days (to prevent having to work more than 5 days in a row post working a weekend)
• Non-Working Days will vary by week
• 30 min early finish will vary by day by week
• 1 hour unpaid lunch every day

Please note: The shift patterns below are just examples and may vary depending on non-working days and the rotation in place at the time. The pattern may look slightly different, but will always include 2 early shifts, 2 day shifts, 2 late shifts and 2 weekend shifts over a 6x week rotation.

About you

The successful candidate will demonstrate the following skills and experience:

• Experience of working in a contact centre environment (essential)
• Experienced in dealing with multiple customer queries and remaining calm under pressure
• Experience of speaking confidently to customers via multiple channels; phone, webchat and email
• Experience of using a Customer Relationship Management system to record accurately the organisation’s interactions with customers
• High levels of resilience and experience of dealing with emotional or impactful content
• Experience of working towards goals/KPIs (for example call performance such as average handling times and wrap times)

Please note: All candidates are subject to a criminal record check for this role. This cost will be covered by Macmillan, and all enhancements must be declared prior to the check.

This role requires a quiet and private space to work where calls cannot be overheard, and a stable home broadband connection with a minimum of 50 Mbps download and 10 Mbps upload speed. Higher speeds may be necessary depending on system access and telephony requirements.

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days
• Pension matched up to 7.5%
• 120+ learning and development offers, with access to external professional qualifications
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more