Job Introduction

Turning Point is a charity that providing support and encouragement, delivering innovative services and generally improving life for individuals affected by drug and alcohol misuse or mental health problems, or those with learning disabilities.

Role Responsibility

An exciting new opportunity has arisen for additional Contact Centre Client Advisors to join the Global Service Delivery (GSD) team at Turning Point specifically supporting individuals seeking support with drug and alcohol misuse.  This post is currently based working from home with the option of blended home/office as and when restrictions allow. You will provide first point of contact for clients and professionals wanting to arrange a referral into Turning Point’s substance misuses services across a wide geographical reach across the UK.  We have a full time and a part time position available.

Working as part of a team you will be supporting clients contacting us via telephone, online and email.  You will support inbound call activity including new referrals and enquiries from new and existing clients, professionals and staff. Ensuring all contacts are dealt with in a timely, friendly & professional manner, providing a consistently high quality person centred service.

The Ideal Candidate

As a Client Advisor your main responsibilities will be:

• To answer high volumes of calls in a fast paced contact centre environment
• To carry out initial triage and screening for new clients who want to make a referral for treatment.
• Respond to calls and email enquiries from existing clients and professionals
• To process confidential data accurately and sensitively, in accordance with GDPR and best practice
• To follow process maps for completing referrals and enquiries to  ensure full compliance
• To update Turning Points Client Record system and other related systems with new information and keeping existing records accurate and up to date
• Manage and escalate risk inline with agreed processes
• To work towards and exceed performance indicators and service levels set by your manager

This area of the business is fast paced, challenging and subject to continuous change and development. To be considered for the role you will need to be able to adapt quickly to change, follow due process, remain calm under pressure and to provide consistent and high levels of customer care. It is essential that you have excellent communication skills, both written and verbal, and able to liaise confidently with people at all levels. You will be able to demonstrate empathy, have a non-judgmental approach when supporting the wide ranging, diverse client base using our services.  PC literacy is a key requirement and experience of data input into CRM systems and a good understanding of Microsoft Office.

Previous experience of working within a customer service environment or contact centre is desirable however we will equally consider applications from individuals who have previous experience working in service focused on health and social care or similar. This is a great opportunity for an individual who is looking to start or progress their career within a leading health and social care environment.

We are located in the heart of Manchester and are within close proximity to transport links. We are able to accommodate remote working or a hybrid approach working remotely and in the office. You will be required to attend onsite training, meetings and the induction will primarily be onsite.

There will also be a requirement to attend an onsite assessment centre at the Manchester Office. 

About us

Why Turning Point?

As a leading health and social care provider with more than 300 locations across England, we take real pride in the services we offer.

We run all of our services on a not-for-profit basis; instead, we invest every penny back into our services and people. We never stop believing in change for the better, and we work constantly to improve the lives of the people we support.

What Benefits Will I Receive?

We know reward looks different to each person and so whether its ways to make your money go further, a culture supporting recognition and celebration, or opportunities to boost your career – we want to support you in every way we can with our total reward package that includes:

• Comprehensive learning and development opportunities so we can invest in your future – we’re proud to have a silver accreditation from Investors in People. Choose from our range of courses to gain recognised qualifications
• 28 days’ paid holiday a year, increasing with each year of service up to 30 days. Plus the option to buy or sell additional holidays and spread the cost
• An exclusive discounts hub for TP colleagues, to help make your money go further – including high street shopping, pubs and restaurants, mobile phones, gym memberships, and much more. You’ll also have access to the Blue Light Card, for even more discounts and savings!
• Flexible working solutions to support your work-life balance
• Life Assurance of up to 3x annual salary and a competitive Pension Scheme to support your savings and security
• Access to our Rightsteps Therapy service – free, confidential telephone based counselling sessions, access to an online wellbeing platform, and a Financial Education hub to support your total wellbeing
• A 24/7 Employee Assistance Programme including a Digital GP, legal advice and more – all free to you and your immediate family
• Recognition awards to recognise colleagues’ inspirational work and dedication, as well as Long Service bonuses to celebrate your commitment to us
• Flexible benefit options including a Cycle to Work scheme and interest-free Season Ticket Loans
• A £300 bonus if you successfully refer a friend as a new colleague through our Refer a Friend scheme, as a thanks from us!

We reserve the right to close this advert early if we receive sufficient applicants before the advertised closed date.

Turning Point