Client Services Adviser

Role requirements

Main Purpose

To respond to telephone and email enquiries and proactively engage with clients and supporters concerning how Torch can be of service to them.

Main Duties and responsibilities:

Client Services

• In all duties, act in a way which seeks to build up trust with Clients and Supporters.
• Answer incoming telephone calls actioning the callers’ requests or  referring them to the appropriate person.      
• Proactively engage with Clients, Supporters and other enquiries, informing them of other potential services available  and obtaining feedback.
• Appropriately respond to any safeguarding disclosures or concerns consistent with Torch’s safeguarding policy and procedures.
• Be available to pray over the telephone if requested and, with Client’s permission, share prayer requests within the Client Services team and wider Torch staff group and community.
• Take orders for resources and services, donations, and/or payments. 
• Undertake administration, as required, associated with holiday bookings and events.
•  Maintain accuracy using Torch’s Customer Relationship Management (CRM) system, including the registration of new clients and supporters.
•  Respond to email enquiries.

Accessible Christian Literature Resources (ACL)

• Support customers in choosing books to buy and to borrow.
• Create and maintain the records of book purchasers and borrowers.
• Ensure library books issued are matched to borrowers’ requirements.
• Add to/update ACL resource records, using Torch’s resources database and other IT systems.

Development Team (Client and supporter engagement)

• Undertake administrative tasks required to support the team in its projects/development activities.
• Liaise with Development Team members to ensure connectivity between the Client Services and Development teams.
• Make outgoing calls to supporters.

General

• Take a proactive interest in keeping up to date with Torch initiatives and services, including attending some Torch Together and online client events.
• Attend regular update meetings with the Client Services Team.
• Contribute to corporate prayer times. 
• Carry out tasks normally carried out by the Senior Client Services Adviser in their absence.
• Such other duties as may be reasonably required to ensure the smooth running of Torch Trust.
• Promote the good name of Torch at all times.
• Comply with Torch’s safeguarding policy.

Person Specification:

• Experience of working in a client or customer services environment with regular email and phone contact with service users.
• Pastoral – A humble servant heart to enable an empathy with blind and partially-sighted people is essential; experience of working with people who are visually impaired is desirable.
• Considerable experience of working in a team environment, being focussed and professional in approach.
• Experience of using a range of IT applications and databases.
• Experience of managing confidential and sensitive information appropriately.
• Able to fully support Torch’s values as a committed and practising Christian with an active personal relationship with God.
• The ability to work effectively to deadlines, meet agreed tasks and achieve demonstrable results.
• Able to work independently without routine supervision.
• Excellent time management skills with high levels of attention to detail.
• An excellent telephone manner.
• The ability to think creatively, using initiative and exploring options for clients’ needs.

More staffing opportunities

Other staffing opportunities will be listed here as they become available.