Marie Curie is the UK’s leading end-of-life charity. We are the largest non-NHS provider of end-of-life care in the UK, the only provider across all 4 nations, delivering community nursing and hospice care across the country, while providing information and support on all aspects of dying, death, and bereavement. Our leading research pushes the boundaries of what we know about good end-of-life, and our campaigns fight for a world where everyone gets to have the best possible quality of life while living with an illness they’re likely to die from.
At Marie Curie, we are dedicated to supporting individuals and families affected by terminal illness across the UK. As a Support Line Officer, you’ll play a key part in making a difference to those in need.
Joining our Information & Support Team, you’ll provide crucial assistance to those in need during challenging times. You’ll provide personalised support by offering a compassionate ear, sharing relevant information, and directing individuals to the resources they need.
Our Support Line Officers may not be counsellors or medically trained, but they are dedicated to delivering a professional service and providing reassurance during difficult times. Whilst this role can at times, be challenging due to the nature of the calls, the fulfilment that comes from making a positive impact on someone's life makes this role incredibly rewarding.
We have the following 2 positions available:
Role 1: Permanent Full Time (35 hours per week)
Role 2: 12 Month Fixed Term Part Time (21 hours per week)
Hours: Monday – Friday between 8am and 6pm with occasional weekends and all public holidays
Based: Hybrid with minimum 1 day per week in Marie Curie Bocam Park Office, Bridgend, Wales
In this role, you will:
Respond to a variety of enquiries from individuals affected by terminal illness, as well as their families, friends, or professionals. These inquiries may range from practical matters concerning finances or legal arrangements to accessing Marie Curie services, as well as emotional concerns such as grief and loss.
Utilise the resources available through the Marie Curie Information and Support Service, along with other trusted sources primarily online, you will address inquiries, gather information, and direct individuals to the support they require. This may involve communication via phone, web chat, and other channels, as well as moderating our online community and undertaking additional project work to enhance our service.
Apply relevant safeguarding procedures when required, to ensure the safety and wellbeing of the individuals contacting the helpline.
Accurately record information into the database, ensuring data quality and date protection guidelines.
What we are looking for:
You need to have excellent communication skills, a warm heart and a caring and compassionate soul.
A genuine interest in helping others, you are patient, adaptable and know how to deliver an excellent customer experience.
This role can be challenging at times, if you are patient, resilient and a great listener, you will excel in this role.
Whilst this role will see you spend a considerable amount of time on the phone, there is also an administrative element, so a background in office administration would certainly be beneficial.
Ideally you will come from a charity, health or social care background or have demonstrable customer service experience from another industry (such as a contact centre)
Experience in a customer care / helpline or telephone support role is beneficial.
What's in it for you:
Salary: £20,820.80 - £21,444.80 per annum (pro rata for part time hours)
Annual leave allowance 25 days plus 8 public holidays (pro rata)
Competitive Policy for parental/sick Leave
Continuous Professional development
Industry leading training programmes
Season ticket loan for travelling to and from work
Defined contribution schemes for Pension
Marie Curie Group Personal Pension Scheme
Loan schemes for bikes; computers and satellite navigation systems
Introduce a friend scheme
Help with childcare cost (T & C’s apply)
Entitled to Marie Curie Blue Light Card
Entitled to Benefit-Hub Discount Scheme
Life assurance – for all employees
Hybrid working
Closing date: 11th August 2024
Interview date: Week commencing 19th August 2024
For more information or an informal chat please contact our Support Line Team Leader Brigette Flye
