JOB PROFILE

Job Title:First Voice Team Member

Location: Manchester office, 346Chester Road, Old Trafford

Stockport office, 291 Wellington Road North, Heaton Chapel

Accountability:First Voice Team Leader

Job Purpose:To deliver the highest quality service to clients, through the first voice they hear on the phone, the first face they see at the desk and the first interaction they have electronically enabling clients to book in for appointments easily and speedily.

Key Responsibilities:

  1. Deliver the highest quality service to clients, through the first voice they hear on the phone, the first face they see at the desk and the first interaction they have electronically.
  1. Enable clients to book in for appointments easily and speedily through imparting clear information about the client payment policy and waiting list policy.
  1. Answer and deal with all enquiries regarding the service provided by TLC: Talk, Listen, Change in a sensitive manner with full regard to equality and diversity
  1. Commit fully to the implementation of Charitylog (a web based, Client Contact Management and Outcome monitoring system) ensuring the recording of all client outcomes and day to day activity.
  1. Explore areas of increasedCharitylog functionality with support from the First Voice Team Leader.
  1. Implement the waiting list management policy ensuring that clients stay on the waiting list for the shortest possible time and escalate waiting list management issues to the First Voice Team Leader.
  1. Adhere to the financial systems ofTLC: Talk, Listen, Change ensuring accuracy and timeliness of all client payments.
  1. Ensure waiting areas and counselling rooms are ready to receive clients
  1. Deal with confidential information and ensure that all records and files are kept up to date
  1. Attend and contribute to regular team meetings, individual support and supervision sessions and performance appraisal.
  1. Commit to continuous professional development through engagement in the TLC: Talk, Listen, Change annual training plan and other specific courses agreed with the First Voice Team Leader
  1. Perform any other duties within the general scope of the job profile or as reasonably required by the First Voice Team Leader.

PERSON SPECIFICATION

ATTRIBUTES / ESSENTIAL / DESIRABLE / IDENTIFIED
EDUCATION
TRAINING
KNOWLEDGE / A good level of general education
Good working knowledge of using MS Office to a competent level within an office environment, especially MS Word, Excel and Outlook
/ Application form and Interview
RELEVANT
EXPERIENCE
(Paid or Voluntary) / General office experience, including answering the phone, providing a reception service and dealing with a range of administrative tasks at the same time
Experience of using, maintaining and developing management information systems
Experience of dealing effectively with clients - being the first point of contact for directing clients, giving relevant, factual information in a clear and concise manner
Experience of greeting guests and visitors and making them feel welcome in a positive and friendly manner
Experience of working in a reception area, co-ordinating a high volume of calls during peak periods, prioritising work and situations / Application form and Interview
SKILLS AND
ABILITIES / Excellent communication skills, both oral and written
Ability to work on own initiative and as part of a team
Ability to manage own time effectively and prioritise workloads
Ability to work under pressure while maintaining a positive professional attitude
Ability to take accurate messages and follow up where necessary
Ability to accurately record and input information on a database
Confident in the use of IT / Application form and Interview
PERSONAL
ATTRIBUTES
&
OTHER FACTORS / Self-motivated, enthusiastic with a “can do” attitude
Willingness to work flexibly in response to changing organisational requirements
Positive and friendly persona
Good team player
Commitment to equality and diversity
/ Application form and Interview

First Voice AdministratorV250417