JOB DESCRIPTION

AJOB DETAILS

Job Title:Relate Response Consultant

Location:Premier House, Doncaster

Line Manager:Relate Response Team Support Leaders

BPURPOSE

  • To manage a range of inbound client enquiries
  • To provide clients with information and support in order to access Relate’s services.
  • To undertake additional tasks to help clients access Relate services, as and when identified

CPRINCIPAL ACCOUNTABILITIES

  • Recognise the importance of a client led culture
  • Build and maintain knowledge of Centre, Federation and Response services
  • Meet the business levels of key performance indicators
  • Responsibility to seek and use clinical and managerial supervision
  • Promote the ethos and aims of Response
  • Work collaboratively with Relate Centres and the Federation
  • Work within organisational frameworks and codes of practice
  • To act as peer support for other team members and new colleagues

D MAIN DUTIES AND RESPONSIBILITIES

  • Day to day handling of client enquiries
  • Give accurate information about services to enquirers
  • Use critical thinking skills and computer software to support clients in accessing an appointment with any of the services on offer
  • Identify and highlight appropriately any issues regarding a vulnerable adult or child
  • Make appropriate referrals
  • Book appointments
  • Take client payments where applicable
  • To keep immediate and accurate records of all enquiries
  • Maintain records and systems to evaluate call outcomes
  • Liaise with Centres, Counsellors and other agencies
  • Monitor own practice in areas of diversity
  • Take part in all professional programmes offered

EKNOWLEDGE, SKILLS, EXPERIENCE(Person Specification)

Essential

Education and Training

  • Good level of general education
  • Prepared to undertake an intensive and on-going training programme with an academic content

Experience

  • Experience of using the telephone to communicate professionally
  • Experience of working in a helping capacity
  • Up to date experience of and using computer hardware and software

Abilities and Skills

  • Voice clarity to communicate clearly
  • Excellent communication skills
  • Can make instant rapport using the telephone
  • Excellent telephone manner e.g. ability to respond spontaneously
  • Problem solving skills
  • Ability to follow and interpret policies and procedures
  • Sensitive to difference and diversity
  • Flexible and adaptable to changing circumstances
  • Be able to manage sensitive material
  • Ability to multi-task e.g. record client information, access information via computer software to provide answers and direction during attentive listening with the client.
  • Be able to prioritise own workload and work independently and within a team structure

Personal Qualities

  • Warm, Empathic, Calm, Friendly, Reliable, Congruent.
  • Committed to helping find ways forward in supporting people in troubled relationships

Desirable

  • Knowledge and/or experience of Relate’s work and practice
  • Experience of working in a telephone sales/customer service environment
  • Experience of providing information to members of the public online in text by email and/or instant messaging live web chat