Coordinator - National Support Line

Job Description

Coordinator - National Support LineLocation: Home based (UK wide) Contract type: Fixed Term Contract to 31st December 2021, Hours: 35 per week Full-time, 5 days per week, 7 hrs per day between 9am to 6.30pm over 7 days on a rolling rota (up to 1 weekendday per fortnight.) Salary: £19,912 to £23,767 per annum depending on experience (Plus a £500 homeworking allowance) Weve got an opportunity... Do you love helping people in need Are you looking for a rewarding role that makes a difference to peoples livesevery day We are looking for a caring and resilient person to work as a Coordinator for our National Support Line. The Coordinator ensures a high standard of operational and volunteer management to create, supervise and support a service delivery team Sayhello to the team...Our National Support Line is open from 10am-6pm every day of the week, to provide a place for people to turn to in times of need. Originally established as part of our Coronavirus response, we provide an access point for direct supportfrom the Red Cross Local Area teams for people directly affected by the pandemic: this can include providing access to food, medication or transport to medical appointments, either due to callers or their usual support networks needing to self-isolate, orbecause of another impact such as loss of work or income. Increasingly, were also there to provide a listening ear to people who are lonely or struggling to cope, and we provide access to information and signposting to other services both within and externalto the British Red Cross.The Support Lines calls are predominantly handled by volunteers, supported by a team of 13 staff. Our staff team manage the recruitment and training of volunteers, the services rota, and the technical systems and information ourvolunteers need to provide the service.Purpose of the role The Coordinator (National Support Line) is responsible for contributing towards the day to day management of the volunteer led National Support Line. They line manage volunteers that give their timewithin NSL shifts and are responsible for the supervision, support and skills development of volunteers. They are also responsible for maintaining volunteer records, rosters and shift schedules along with the delivery of training in the specialised systemsused on the support line, to ensure that service users receive high levels of customer service when calling the support line.Main responsibilities Supports the recruitment process for volunteers, advising on numbers and skills levels of volunteers needed Supportsregular reviews of the Assemble system to track a volunteer journey through the recruitment process Delivers service and system specific training to volunteers at the point they are handed over to the service Use of the Deployment, Rostering, Incident Management(DRIM) rota system to communicate shift needs with call operators and shift supervisors Develops the team leader/supervisor capacity for the support line by developing, promoting and delivering skills training in team leadership and operational processesVolunteersreceive regular line management support and supervision, either directly or via team leaders/supervisorsVolunteer complaints, issues and concerns are handled sensitively and within national policy and procedures This role could be for you if... You can makethings great. You know how to improve service quality for the benefit of users. Youre professional. You can deal with queries in a diplomatic and confidential manner. You love being flexible. Working hours out with the norm suits you. To be successful inthis position you must have the following skills and experience:Volunteer management experienceExcellent interpersonal and communication skills Proven ability to work with online systems (Dynamics, Mitel) and Microsoft officeGood inter-personal and communicationskillsAble to prioritise tasks and manage workload under pressureExperience of working with minimum supervisionExperience of customer serviceExperience of working in a busy environment with competing pressures Closing date for application is 23.59 on Sundaythe 18th of July 2021 with interviews to follow. We offer a wide range of staff benefits, these include: 36 days holiday (including Bank Holidays)Option to buy an extra 5 days annual leaveUp to 6% contributory pensionFlexible working policy A little bit moreabout us... The British Red Cross help anyone, anywhere in the UK; get the support they need if crisis strikes. From hiring a wheelchair or dealing with loneliness, to adjusting to life in a new country - were there when you need us. Our organisation wasborn out of a desire to bring help without discrimination. Impartiality and neutrality have been central values for the Red Cross since we started. At the British Red Cross, we are looking for the best people to help us provide support to millions of peopleaffected by crisis in the UK. We want our team to reflect the diversity of the communities we serve, offering equal opportunities to everyone, regardless of; age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race,religion or belief, sex, or sexual orientation. Diversity is something we celebrate and we want you to be able to bring your authentic-self to the Red Cross. We want you to feel that you are in an inclusive environment, and a great position to help us spreadthe power of kindness. In the British Red Cross we will not tolerate any form of misconduct, including sexual harassment, exploitation and abuse. We have a code of conduct in place, and are committed to creating a culture of integrity in the organisation wheremisconduct is not tolerated, situations of abuse are quickly investigated and perpetrators are dealt with effectively. If you are appointed to a role within BRC you will be subject to the organisations Code of Conduct, a copy of which you can find on ourwebsite. As part of its recruitment and selection process the British Red Cross undertakes DBS (Disclosure and Barring Service) checking of all individuals who regularly work with or have access to children and vulnerable adults. If driving is an essentialrequirement of the role, appropriate driver checks will be completed in line with current policy. The British Red Cross, incorporated by Royal Charter 1908, is a charity registered in England and Wales (220949) and Scotland (SC037738). Follow us on Twitter@RedCrossJobsUK and on Linked in - British Red Cross, to hear about our latest job vacancies. Connecting human kindness with human crisis