The role of a Support Agent is to be the first line of contact for the organisation from those seeking support. The role will include talking to the service user and trying to resolve their issues through your experiences and advice.
If you feel that the service user could do with further advice then you will be provided with a list of contacts for organisations that would be beneficial to service users that you can "signpost" them to. We would always recommend that anyone suffering medical issues refers themselves to their occupation health department as well as seeking help from their own GP.
To be a Support Agent you would be expected to accept contact from service users via multiple means but would not be expected to accept them all at once and phone support would always take precedence.
Contact will be made between you and those using the service using:
By applying for this role you would be expected to have access to the internet (either Wifi or 3G) and a device with an internet browser in order to receive Text and Email contact and to have access to a home or mobile phone in which to receive all diverted calls from the organisation freephone number during your available work period.
You will be asked once your training has been completed to book at two 'shifts' of no more than 3hrs every week for when you will be available to provide the support. These can be booked online, around your schedule, and not simply allotted to you.
Training on the role in full will be given when successful on your application. Training will consist of a full online elearning package via our own site which can be completed on any mobile, tablet or computer with a web browser. Once this is completed one of the trustees will speak to you on the phone before you start to take calls.
You will also be asked to provide two forms of ID to the organisation which will also be needed when we complete the recommended DBS checks to safeguard all parties. A check will be done with your current or latest employing force for a reference and this will need to be completed within the first 6 months in the role.
Any queries in relation to the outlined job role can be made by emailing the trustees here