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    01858 438260

    Office hours are 10:00am to 4:00pm Monday to Thursday.

    From outside UK: +44 1858 438260

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        Client Services Adviser

        Would you like to help someone choose their next braille library books, order their audio Bible reading notes or take a booking for their first holiday in five years? Would you like to help people who are blind or partially sighted encounter Jesus, grow in their faith and thrive in Christian community? If you can answer ‘yes’ to these questions and have the skills and experience outlined in the job description and person specification, then you may be just the person we are looking for to join Suzanne, Laura and Keren in our Client Services Team. Closing date 30th May

        About the role

        The Client Service Adviser will be a key point of contact with Torch’s many supporters and clients, responding to their enquiries and proactively reaching out to them by phone and email mainly. As a charity which exists to support people who are visually impaired, we would welcome applications for this role from people who are blind or partially sighted. There is an occupational requirement for this role to be filled by someone with an active and committed Christian faith. (Equality Act 2010, Part 1, Schedule 9 applies).

        Closing date 30th May


        Contract and Work Pattern
        This is a permanent contract of 20 hours per week. The work will normally be carried out on Mondays to Thursdays, with at least five hours being worked on Mondays.


        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
        ● Able to work in a team environment, focussed and professional in approach
        ● An excellent telephone manner
        ● Ability to be able to ‘think on one’s feet’ being able to respond to a wide variety of enquiries, requests and situations
        ● Ability to read braille and have a good working knowledge of technology developments affecting people who are visually impaired is desirable but not required
        ● Be prepared to deliver the highest levels of customer service personal skills and attributes
        ● You must demonstrate wholehearted commitment to Torch’s values; and demonstrate an active committed Christian faith.
        ● To be able to work consistently and collaboratively to agreed goals
        ● Able to work independently without routine supervision
        ● Excellent time and work management skills
        ● Good basic office IT skills, including the use of an internal CRM system; familiarity with Google Workspace is desirable
        ● Excellent attention to detail
        ● Flexible and adaptable
        ● To show creative thinking, using initiative and exploring options for clients’ needs

        In detail

        • Position Type:
        • Salary:
          Band S2, £20,622 (FT – 35 hours)
        • Hours:
          20 hours/week
        • Holiday:
        • Team:
          Client Services
        • Location:
          Torch House, Market Harborough

        Role requirements

        1. 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.
        ● Pro-actively engage with clients, supporters and Sight Loss Friendly Churches (SLFC) enquirers in informing them of other potential services available and thanking them for their support
        ● 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
        ● Liaise with clients to: make orders for resources and services, donations, or payments through the variety of options currently available
        ● Undertake administration associated with holiday bookings and events
        ● Be a source of advice and ‘help desk’ for clients, responding with knowledge or offer to find out more and respond back
        ● Register new clients as appropriate through proper usage of the Torch Customer Relations Management (CRM) system, and making amendments as advised
        ● Undertake occasional client surveys and record client feedback
        ● Respond appropriately to email enquiries
        ● Take a proactive interest in keeping up to date with Torch initiatives and services, including attending some Torch Together and online client events
        ● Contribute to corporate prayer times as required in respect of Client Service prayer points
        ● Offer hospitality support as able, to support visitors at Torch House
        ● Carry out tasks normally carried out by the Senior Client Services Adviser in their absence


        2. Accessible Christian Literature (ACL)
        ● Add clients to the library system.
        ● Action daily tasks to help support library
        ● Support clients using library service
        ● Oversee general admin tasks relating to the library system


        3. Development Team
        ● Undertake administrative tasks required to support the team in its project and development activities
        ● Liaise with Development Team members to ensure connectivity between the Client Services and Development teams


        4. General
        ● Promote the good name of Torch
        ● Comply with Torch’s safeguarding policy

        Next Steps

        Firstly, download and read Joining the Journey. This is intended to give a basic overall picture of what joining Torch will be like. Specific details will be discussed as part of the recruitment process. Torch Trust seeks to ensure that throughout this process ample time is given and good opportunities for dialogue provided, so that the Lord’s will can be discerned in a way that is open, equal and fair. Our experience is that this process can take time. During this time we will be pleased to welcome you to Torch House and our Chief Executive and Leaders will be pleased to talk to you. We trust in this way you will be able to learn something of the special nature of Torch Trust and to share in the excitement of working in a Christian mission environment.

        To apply for any post you will then need to download and complete our Application Form and email it to

        Got more questions

        Got questions?

        If you have any questions concerning employment with Torch please do not hesitate to contact us, and we will be pleased to get back in touch with you.

        Contact Us

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