236 Temporary, Customer Services jobs in England & Wales

The welfare rights adviser & triage officer will report to the welfare rights supervisor. Welfare and benefits casework (approximately 50% of the role) and Triage officer (approximately 50% of the role). In this role, you will triage all referrals we get into the Support hub and take a small number on as casework. You will be supporting people affected by long term health issues with financial challenges, supporting with benefit and housing advice, and referring on for further support where appropriate. The team The support hub department is here to support people affected by long term health conditions (patients and carers), to help them with the practicalities of living with a chronic condition; to improve wellbeing and quality of life. We are here to transform patient experience and staff experience and change lives for the better. We aim to play our part in addressing inequalities in health, through supporting with the wider determinants of health (e.g., finances, housing); areas which can have a direct impact on someone's health outcomes and recovery. Through doing this, we support the NHS and Royal Free London NHS Foundation Trust staff, stepping in where they may not have the time or expertise. Principal accountabilities / responsibilities: - Welfare and benefits casework (approximately 50% of the role) and Triage officer (approximately 50% of the role) Triaging: · To provide an efficient and effective system to support referrals and enquiries into the support hub welfare rights advice service. · To assess eligibility of referrals and enquiries, according to set criteria · To triage referrals into the service (usually patients referred from Royal Free Hospital clinicians), assessing individual situation and level of need). · Offering one-off advice based on circumstance, providing accurate, up to date information · To allocate those with the highest level of need for ongoing case work to an adviser · To develop and maintain effective working relationships and referral systems, with a broad range of service providers. · To refer or signpost people to other services where required · Establishing trust, effectively responding to clients going through challenging times. · Making sense of information, using your skills as an adviser to establish where and how help is needed for each individual. · Give value to the resources of the client who is accessing support, helping to focus on a positive client journey. · A small number of those that you triage, you will take as casework. Welfare and benefits casework · To provide welfare rights advice and casework for people affected by long-term health conditions, including inpatients, outpatients, and carers. · To work two days per week on site, mainly based at the Royal Free Hospital or the Royal Free Charity officer · To provide advice and support on welfare benefits, housing matters (that do not require a solicitor), and non-FCA regulated debts. · To check whether clients are in receipt of all the benefits they are entitled to and help them claim relevant benefits. · To help clients understand benefit decisions and challenge them (where appropriate) by way of mandatory reconsiderations and appeals. · To help clients ensure they keep to their responsibilities in respect of their benefit claims, for example by notifying any relevant changes of circumstances. · To refer or signpost clients to other agencies or departments as appropriate, e.g., housing solicitors; community care cases involving social services and NHS duties, FCA-regulated debt and immigration services. · To signpost or refer to other services that might be valuable to a client such as condition specific charities, mental health support, or offerings in the local community that would improve their health and wellbeing. · As part of this role, there may be some advice given to NHS staff. · There may also be some involvement in new advice projects Working with others · To provide a combination of face-to-face and telephone appointments. · To ensure that people accessing the service feel welcomed, valued, and understood. · To provide first class customer service to all enquiries, including staff, patients, and carers of the Royal Free London · To effectively support RFL hospital staff, feeding back to referrers, and focusing on building positive relationships across the Trust. · To engage effectively with casework supervision, including by keeping accurate, up-to-date records on the case management system and following internal team processes · To work with the support hub team members, offering peer support, sharing learnings, and participating in team meetings · To build effective working relationships with staff in other departments of the Charity · To build good working relationships with other relevant organisations, and to liaise and establish contact with relevant national and local agencies and services. · To maintain up-to-date knowledge of external agencies and changes in legislation, policies and practices and adapt and share this information as appropriate. · Safeguarding - to be aware of your duty to protect individuals to live free from abuse, harm and neglect, and to follow correct internal policies and procedures where you have concerns for an individual. Administration · To provide a high-quality service that is personal, responsive and sensitive, ensuring confidentiality and adhering to the Data Protection Act 2018 and GDPR. · To maintain case records for all client contact, to enable the continuity of casework, ensuring an accurate and up to date case work system, using our case management system 'Advice Pro', following the advice team processes and keeping to the 'terms of service' we send to clients. · To maintain the diary for booking appointments and follow-up actions, using the case management system. · To respond to phone and email enquiries from clients and third parties, in a timely manner., Please note we're not responsible for the content of job ads, as they're posted by the recruiter. We'll aim to resolve the reported issue and we'll use your feedback to improve the quality of our ads.

· CSE/GCSE in Maths and English or equivalent,

• Extensive experience working in a welfare-rights related role and independently (Essential).
• Managing your own case load, supporting people with a range of welfare issues including benefits (applications, mandatory reconsiderations, appeals) and housing issues. (Essential).
• Experience of working with people affected by long term health conditions would be beneficial, as well as an understanding of the issues and challenges they face.
• To have experience using a case management system; proficiency with Advice Pro would be advantageous.
· Not for profit or NHS experience would be helpful. Skills & knowledge
• Up-to-date knowledge of welfare benefits and rights, housing and debt (considering what matters must be referred on)
• To have excellent communication skills, including:
+ Outstanding listening skills + Effective verbal skills, while adapting your approach to different audiences + Excellent written skills
• The ability to empathise and support people going through difficult times
• To be able to deliver a high quality of customer service to agreed timescales; and
• To be highly proficient in carrying out independent and varied case work
• Excellent IT skills, including a thorough knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook).
• To have an outstanding eye for detail and accuracy.
· The ability to prioritise, organise and manage workload effectively whilst dealing with unplanned interruptions.
• Awareness of other pathways and services available to signpost or refer people.
• To have excellent numeracy, literacy, and administrative skills.
• To be willing to continue updating own knowledge and skills, including learning of new systems where required.
• To be self-confident and willing to take responsibility.
• Gaining insight from your role to inform the RFC's contribution to national conversations.
· Able to deal with sensitive information in a confidential and professional manner. · Understanding of the role of health and social care services and pathways would be helpful

Our vision is for everyone served by the Royal Free London NHS Foundation Trust (RFL) to have access to world-leading healthcare, delivered by a thriving workforce, and driven by medical research that has a global impact. We support the 17,000 staff of the RFL and their two million patients across Barnet, Chase Farm, North Mid and Royal Free hospitals and more than 30 NHS services. What we do Through the services we provide, and the programmes and equipment we fund, we make a profound and immediate difference to patients' experiences of care. Our volunteering, support hub, and complementary therapy teams enhance the hospital journey for all patients - whether they live locally or come from further away to access the trust's specialist services. Our support of the RFL workforce enables staff to perform at their very best. Spanning individual professional development and training through to organisation-wide interventions, our initiatives bolster employee resilience and mental health so staff can achieve the best outcomes for patients. We fund ground-breaking research with the potential to change people's lives, whether it's through our grants programme or delivering major capital funding appeals. Our approach We are a solution-focused strategic partner to the RFL, helping our hospitals to go further and faster than the NHS could do alone. We believe funding decisions should be made based on strategic priority and impact, with a strong focus on co-production. The Royal Free Charity (the charity) invests in

Salary £32,445 per annum ( £19,467 pro rata for part time) - subject to skills and experience Hours of work 22.5 hours a week over three days (initially a 3 month temporary contract). Hybrid working for the foreseeable future with regular attendance to the office at least 2 days a week at Royal Free Charity, The Pears Building, Pond Street, London, NW3 2PP and Royal Free Hospital- Support Hub., Core benefits · 25 days of paid holiday, plus three-day office closure rest period between Christmas and New Year, and UK bank holidays. This increases to 30 days leave after five completed years of continuous employment (all leave is pro rata for part time employees). · A contributory pension scheme, where we match your 4% contribution towards your pension. If you choose to increase your payments into your pension scheme, we'll match your contribution up to 9%. · A sick pay package that offers one month's full pay and one month's half pay in any 12-month period if you've been with us for less than two years. This rises to two months' full pay and two months' half pay in any 12-month period after two years of continuous employment. · Occupational maternity pay and paternity pay packages that provide more generous support than statutory pay alone. · A flexible working policy to support our employees' work/life balance. Support for your financial wellbeing As a member of the Royal Free family, you'll be entitled to benefit from: · Expert financial advice from our financial partner, the London Credit Union · Savings on purchases with the Blue Light Card · Our Death in Service benefit Support for your health and wellbeing · Subsidised gym, pool and classes at our Rec Club in Hampstead · Secure bicycle parking and shower facilities at our Hampstead site · Fortnightly guided meditation · Free massage therapy from our complementary therapy team · Menopause peer support group · Employee Assistance Programme offering 24-hour access to free confidential advice and support on work and personal issues.