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

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        Client Services Adviser

        Torch Trust supports thousands of people who are blind or partially-sighted, helping them to encounter Jesus, grow in their faith and thrive in Christian community. Many of these people contact our Client Services Team by phone or email. If you 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.
        We are hoping that this role will be filled with someone with experience in a customer service setting, but if you do not have that experience, still get in touch as we are happy to explore recruiting someone as a Trainee Client Service Adviser.
        Application closing date: 26th November Applications Closed

        About the role

        Torch Trust supports thousands of people who are blind or partially-sighted, helping them to encounter Jesus, grow in their faith and thrive in Christian community. Many of these people contact our Client Services Team by phone or email. We are now recruiting a part-time Client Services Adviser so that we can better connect with the people who receive our services as well as those who support us in various ways.

        Please contact us if you are excited about the work of Torch and how this role helps this work. We are hoping that this role will be filled with someone with experience in a customer service setting, but if you do not have that experience, still get in touch as we are happy to explore recruiting someone as a Trainee Client Service Adviser.

        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).

        You may also call us on 01858 438260 and arrange a call back from Keren or email info@torchtrust.org

        Contract and Work Pattern

        This is a permanent contract for 22 hours per week. There may be occasional varied working patterns to cover events.

        Salary £21,653 for 35 hours per week.  

        In detail

        • Position Type:
          Part-time
        • Salary:
          Band S2, £21,653 (FT – 35 hours)
        • Hours:
          22 hours/week
        • Holiday:
          20 + bank holidays and christmas week
        • Team:
          Client Services
        • Location:
          This role may be based in Torch House, Market Harborough or home-based, depending on your location

        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.

        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 info@torchtrust.org

        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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