Client Advisor

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.

An exciting new opportunity has arisen for a Client Advisor to join the Global Service Delivery (GSD) team at Turning Point specifically supporting individuals seeking support with drug and alcohol misuse. 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 are located in the heart of Manchester and are within close proximity to transport links. 

Role Responsibility

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.

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 in line with agreed processes

To work towards and exceed performance indicators and service levels set by your manager

The Ideal Candidate

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.

About us

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

29 days’ paid holiday a year increasing to 30 days. Plus the option to buy 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 are able to appoint to the vacancy before the advertised closing date. 

Turning Point

Attached documents