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Title: Helpline Services Associate

Organisation: UNISONdirect, Stevenage, Hertfordshire

Starting Salary: £27,300 per annum

Contractual hours: 35 hours per week

Do you have excellent communication skills and a passion for Customer Service?

We are looking to recruit six additional fulltime Helpline Services Associates to deliver an effective, robust and comprehensive service to UNISON members.

Who is UNISONdirect?

UNISONdirect offers a Helpline / Referral Service to members of the Trade Union UNISON.

UNISON holds over 1.3 million members and UNISONdirect are the central point of contact, not only for the members, but also for the general public and anyone who may need to make contact with the union.

We are an inbound Contact Centre with a difference, and our priority is to deliver the best level of Customer Service to all callers.

UNISONdirect offer a holistic approach to dealing with members calling in to the Contact Centre due to the sensitive nature of our calls. We take a variety of calls from contract issues to dismissals, disciplinaries, bullying and other well-being topics. 

We are looking for…….

We are aiming to recruit individuals that have excellent communications skills, have a demonstrable passion for customer service, are reliable and a good team player. We are looking for commitment and a desire to make a difference to all callers.

Knowledge of trade unions is not required, but some customer service experience is expected. You must have a confident telephone manner and be organised, accurate and reliable.

Full training will be given.

Applicants must be able to demonstrate they meet the requirements of the Job Description including the Person Specification (attached).

Person Specification:

·        Customer focused.

·        Confident telephone manner.

·        Excellent listening, interpersonal, written, numerical & keyboard skills.

·        Ability to work as part of a team and on own initiative to achieve set targets as defined by personal objectives.

·        Knowledge of Word and Excel is desirable.

·        Willingness to continually identify and respond to personal development needs is desirable.

Benefits

In return we offer a number of staff benefits including a final salary pension scheme, a competitive regional salary, generous holiday entitlements, family friendly policies, training, Give As You Earn Scheme, an Employee Assistance Programme, Health Cash plan (taxable benefit), friendly working environment and a number of recognition schemes.

We are based in modern offices adjacent to the town centre with close access to the railway and the Stevenage bus station.

Recruitment Process

·        Applicants must submit an up to date CV

·        Applicants who meet the requirements of the Job Description based on the CV content will be invited to the Open Evening in Stevenage which will be on Wednesday 25 June 25 (two timeslots - 5pm and 6:30pm)

·        Applicants who do not meet the requirements will be rejected. Due to the high volumes of interest shown for these posts, individual feedback cannot be provided.

·        Applicants who attend the Open Evening will have initial 1-2-1 interviews where they will either be taken to full interview at a later date, or rejected. Rejected interviewees will be given feedback.

·        Applicants who are successful, will be expected to commence with UNISONdirect around 1 September 25; any offers will be subject to receipt of all satisfactory references covering a full 5 previous years, and, proof of Right to Work in the UK.

Applications from Agencies

Please note that we accept direct applicants only and no applications from recruitment agencies will be considered.

Right to Work

Applicants must have a Right to Work in the UK. Under current UK Visa and Immigration rules, we are unable to sponsor any workers for these positions.