About the Role
£14.26 per hour
Information Officers will provide intensive casework support to clients across their ‘area’ who have more complex support needs (i.e. those who cannot ‘self-help’ using resources supplied on the website/social media nor be helped by the Contact Centre Officer).
Information Officers will be ostensibly home-based, but will (when practicable and safe) work face-to-face with clients in community venues and occasionally in the client’s home. Information Officers will use their experience and knowledge to deliver support which informs and empowers clients to address a specific issue or issues.
Duties will include:
Monitor the Podio CRMS for new client enquiries/referrals for clients based in West, North Kent and Swale (as defined above)
Supporting the triage function of the organisation
Make contact with the client in accordance with their support needs and in a timely manner
Work with each client to identify the best/appropriate support programme
Gather client impact data on completion of the support programme
Accurately input and maintain client records on the Podio CRMS
Work with the Marketing and Communications Officer to ensure the client support resources on the website are current, up-to-date and correct
Identify opportunities to support the promotion of the organisation and its services
Actively contribute to team meetings
Proactively identify opportunities to improve client support services
Take part in continuous professional development/training opportunities
Other duties required to improve client support services
Please refer to the job description for further information.