At a Glance
- Tasks: Be the first point of contact for H4U service users and manage queries effectively.
- Company: Join a public sector client dedicated to supporting the Homes for Ukraine initiative.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on collaboration and support.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Experience in customer service and ability to handle sensitive information required.
The predicted salary is between 24750 - 30250 £ per year.
- Triage Officer required for our public sector client
- Full time role
- Hybrid role - however full time office based initially for training
- Job Purpose
- To act as the first point of contact for H4U service users, by phone, email, web, fax or post.
- To work with a range of internal and external agencies to ensure the effective processing of information in respect of sponsors and guests and responding to queries, providing advice and signposting.
- Provide the best quality service for all H4U service users, maintaining professional standards and responding to queries appropriately.
Main Duties and Responsibilities
1. To process a range of contacts received from professionals and members of the public via email and phone.
2. To be responsible for a range of generic email boxes to process different types of information and requests.
3. To utilise case management and other data systems for inputting and gathering information
4. To analyse data from data systems and produce reports.
5. To input information into the Share system and maintain up to date information in local files in respect of activity in homes for Ukraine
To liaise with other internal and external agencies to request mandatory information required including processing Safeguarding and Property checks and welcome payments for guests.
7. To be able to understand and relay information and to review records relating to involvement with a sponsors and guests.
8. To administer DBS checks for hosts and residents using the e Bulk system including document verification.
9. To ensure all data is accurate and inputted in a timely manner.
10. To communicate effectively with team members and team managers for advice and to be able to take direction.
11. To communicate effectively with professionals and members of the public by telephone, e-mail, face-to-face and via newsletters
12. To use a phone script to be able to direct phone calls.
13. Problem solving - using initiative to respond quickly and escalate enquiries to a senior team member where there are immediate safeguarding concerns.
14. To be able to follow written processes and guidance provided.
15. To be able to prioritise your own workload.
16. To work as part of a team.
Experience required
- NVQ2 in Customer Services or equivalent OR Relevant experience in a customer facing environment
Demonstrable experience identified within the section below.
- Must have experience of communicating with customers including potentially vulnerable people and professionals from different agencies.
- Must have experience of working in stressful environments and within a team
- Must have experience of handling sensitive information and accurate recording
- Must have an understanding of Homes For Ukraine scheme
- Knowledge of safeguarding Adults/Children
- Have an understanding of the Leicestershire County Council’s own policy and procedures.
- Have an understanding of the Data Protection Act 1998 including confidentiality and security.
- Must be able to analyse and interpret information.
- Must be able to handle sensitive and distressing information.
- Must be able to deal the demands of a front facing customer environment
- Must be able to prioritise own workload and work to tight timescales.
- Must be able to work under own initiative.
- Must be able to maintain a professional demeanour.
- Must be computer literate and be an able typist
Triage Officer – Homes for Ukraine in Leicester employer: JT Recruit
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StudySmarter Expert Advice🤫
We think this is how you could land Triage Officer – Homes for Ukraine in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at JT Recruit. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like JT Recruit before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Triage Officer – Homes for Ukraine in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to JT Recruit:Your cover letter is your chance to shine! Tell us why you want to work at JT Recruit specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at JT Recruit!
How to prepare for a job interview at JT Recruit
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
