Support Line Officer - South Wales

TN United Kingdom; Cardiff; On-site; GBP 20,000 - 22,000; Full time

Job summary

An established industry player is seeking Support Line Officers to join their dedicated team. This role involves providing compassionate assistance to individuals affected by terminal illness, ensuring they receive the support and information they need during challenging times. You will be part of a hybrid work environment, balancing phone support with administrative duties. With a focus on excellent communication and customer service, this position offers the chance to make a real difference in people's lives. If you are patient, adaptable, and committed to helping others, this rewarding opportunity awaits you.

Benefits

Annual leave allowance 25 days plus 8 public holidays

Competitive Policy for parental/sick Leave

Industry leading training programmes

Season ticket loan for travelling to and from work

Defined contribution schemes for Pension

Loan schemes for bikes, computers, and satellite navigation systems

Introduce a friend scheme

Help with childcare cost

Entitled to Marie Curie Blue Light Card

Life assurance for all employees

Qualifications

• Excellent communication skills and a warm, caring attitude.
• Experience in customer care or helpline roles is beneficial.

Responsibilities

• Respond to inquiries from individuals affected by terminal illness.
• Utilize resources to address inquiries and direct individuals to support.

Skills

Communication Skills

Customer Service

Compassion

Resilience

Office Administration

Job description

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Client:

Location:

Cardiff, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

2b467ffd9a8a

Job Views:

11

Posted:

29.04.2025

Expiry Date:

13.06.2025

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Job Description:

Marie Curie is the UK’s 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.

At Marie Curie, we are dedicated to supporting individuals and families affected by terminal illness across the UK. As a Support Line Officer, you’ll play a key part in making a difference to those in need.

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.

We have the following 2 positions available:

Role 1: Permanent Full Time (35 hours per week)

Role 2: 12 Month Fixed Term Part Time (21 hours per week)

Hours: Monday – Friday between 8am and 6pm with occasional weekends and all public holidays

Based: Hybrid with minimum 1 day per week in Marie Curie Bocam Park Office, Bridgend, Wales

In this role, you will:

• Respond 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.
• Utilise 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.
• Apply relevant safeguarding procedures when required, to ensure the safety and wellbeing of the individuals contacting the helpline.
• Accurately record information into the database, ensuring data quality and date protection guidelines.

What we are looking for:

• You need to have excellent communication skills, a warm heart and a caring and compassionate soul.
• A genuine interest in helping others, you are patient, adaptable and know how to deliver an excellent customer experience.
• This role can be challenging at times, if you are patient, resilient and a great listener, you will excel in this role.
• Whilst this role will see you spend a considerable amount of time on the phone, there is also an administrative element, so a background in office administration would certainly be beneficial.
• Ideally you will come from a charity, health or social care background or have demonstrable customer service experience from another industry (such as a contact centre)
• Experience in a customer care / helpline or telephone support role is beneficial.

What's in it for you:

• Salary: £20,820.80 - £21,444.80 per annum (pro rata for part time hours)
• Annual leave allowance 25 days plus 8 public holidays (pro rata)
• Competitive Policy for parental/sick Leave
• Industry leading training programmes
• Season ticket loan for travelling to and from work
• Defined contribution schemes for Pension
• Loan schemes for bikes; computers and satellite navigation systems
• Introduce a friend scheme
• Help with childcare cost (T & C’s apply)
• Entitled to Marie Curie Blue Light Card
• Entitled to Benefit-Hub Discount Scheme
• Life assurance – for all employees

Closing date: 11th August 2024

Interview date: Week commencing 19th August 2024

For more information or an informal chat please contact ourSupport Line Team LeaderBrigette Flye