Customer Support Officer

Closing date: May 6th, 2024

Job Title:

Responsible to:

Service Manager

Responsible for:

N/A

Hours of Work:

8am to 8pm, shift pattern of 3 shifts on, 3 shifts off

Location:

YMCA Together – Leeds Street

Salary and benefits:

£24,086.40

33 days annual leave including bank holidays per annum (Pro Rata)
Paid Medicash support
Birthday Day off
Charity day of your choice
Well-being Hours
Cycle To Work Scheme
Refer a Friend Scheme
Company Pension Scheme 4%
Funded Training Opportunities

YMCA Together has been voted No1 Charity to work for by our employees in 2022. YMCA is a registered charity and company Limited by Guarantee. We were founded in 1846 and so we build on a long history of providing a place for people experiencing challenging times in their lives.

YMCA Together is a truly value driven organisation.

Our vision is that everyone should feel safe, understood, empowered and positive for their future. We meet our vision by working within our values of Strength, Humility, Respect, Empathy and Kindness. These SHREK values run through all that we do from recruitment to how we work alongside people in our services to our partnership approach with other providers.

Our clear vision and values come together to help us in our mission to inspire and support people to change their lives by instilling hope, valuing the person and maximising potential.

Job Purpose

To assist in the provision of effective high-quality support ser present with homelessness and mental health to individuals who are experiencing multiple complex needs.

In our services we believe that that the behaviours that may normally result in eviction with a return to homelessness and rough sleeping are tackled creatively without rejecting the individuals. Post holders must be willing to support residents who we may find challenging and be able to demonstrate our SHREK values while doing so.

We ensure that every service we deliver is psychologically informed and underpinned by two approaches, Cognitive Analytical Therapy and Trauma Informed Care.

Duties and responsibilities

The post holder will provide front desk services for residents, dealing with their daily requests for information and assistance, management of the telephone system, the taking and recording of rents and other payments, the monitoring and signing in of resident’s visitors, contractors and external agencies.

They will have responsibility for the monitoring of security, health and safety of the building including conducting health and safety checks and audits as directed.

Health and Safety

To liaise with all emergency services when necessary
At all times ensure the safety of yourself and others on the premises in which you work
To conduct Health and Safety checks as required
To report, log and communicate all incidents to the appropriate people in line with YMCA Together
Tackle any nuisance caused by residents’ behaviour or their visitors, including the consequences of continuing with anti-social behaviors
Attend to the fire panel in the event of the fire alarms being activated and the recording and following up of information
Ensure adherence to YMCA Together visitor’s policy and procedure.

Teamwork

Ensure compliance with code of conduct, including professional boundaries and confidentiality at all times
Deal promptly with all complaints
Report all safeguarding incidents
Familiarize yourself with and ensure compliance with all YMCA policies and procedures.

Professional Practice and Development

Attend regular supervision sessions with the Line Manager in accordance with the supervision contract
Maintain good professional practice and ensure ongoing development, through use of supervision and training
Respect the confidentiality of residents using the service and be responsible for the security of personal and confidential information
Carry out all these duties within the organisation’s safety guidelines
Ensure personal records are correctly maintained
Ensure effective communication with staff within YMCA Together
Work flexibly to meet the changing needs of the organisation
Undertake any other duties that may be reasonably requested
Flexible and positive approach with all team members
To be committed to learning and personal development both as an individual and as part of a team
Observe and ensure compliance with the Service Code of Conduct, to include professional boundaries and the confidentiality of information at all times
Ensure adherence to YMCA ‘Visitors’ procedure
Dealing promptly with all complaints in line with YMCA policies and procedures
Uphold and nurture YMCA’s Equal Opportunities policy of anti-discrimination across all Services.

The post holder will be expected to carry out other duties consistent with the responsibilities of the post and to demonstrate flexibility in all areas of their work including the willingness to attend team meetings and training outside of your normal working hours.

It is recognised that the organisation is operating in a dynamic environment and as such this job description may be varied in consultation with the post holder to reflect evolving needs of the business and changing nature of the job.

Person Specification – Customer Support Officer

Qualifications

Essential

Qualification or working experience in homelessness, mental health or offending.

Desirable

Qualification in housing
Qualification in IT
NVQ in Customer Service

Experience

Essential

Minimum of 1 year’s experience of working in hostels and or support services
Experience of partnership working
Working experience of maintaining up to date electronic records and calendars
Experience of dealing with customer enquiries

Desirable

Experience of working within a psychologically informed environment (PIE)
Experience of formulating risk assessments

Knowledge

Essential

A working knowledge of Health & Safety issues
Knowledge of safeguarding protocols
Knowledge and understanding of how to deal with challenging individuals

Desirable

Knowledge of health interventions Knowledge of welfare rights and benefits

Skills

Essential

Computer literate, competent in working with Microsoft word, outlook, windows
Excellent communication, engagement and interpersonal skills
Excellent administration skills
Ability and willingness to work unsupervised
Ability to encourage involvement and participation from residents

Behaviour/Attributes

Essential

Committed to improving the lives of people with complex needs
Committed to own personal development and CPD planning
Creative and dynamic approach with the ability to “think outside of the box” when providing solutions
Energetic, highly motivated with a reputation of being held in high regard by their peers
Excellent interpersonal/ communication skills
Excellent negotiation/ mediation skills
Committed to own career development
Ability to work within and have commitment to YMCA ethos, philosophy and SHREK values, Strength, Humility, Respect, Empathy and Kindness.
Energetic, dynamic and self-motivated.

If you would like to apply for this role please click here APPLY NOW

To download a copy of our application form, please click HERE

If you would like to apply not directly through the website, please email your completed application form to recruitment@ymcatogether.org.uk

Apply Now