Part time role - Six Month Fixed Term Contract
Job Description – Diversion Team Officer
Job Title:
Diversion Team Officer
Reports to:
Diversion & Education Manager
Hours of work:
22.5 hours
Summary of Position
Druglink is a substance misuse charity based in Hertfordshire delivering a pathway of prevention, recovery and reintegration. We are looking for an experienced administrator to effectively support the day to day operations of the charity, the Diversion Scheme and Druglink Training.
Primary Responsibilities:
* Answering telephone and email from Individuals referred by the police, in a polite and professional manner. Listening to concerns and correctly informing individuals of solutions.
* Support individuals to book onto the correct course.
* To maintain good working relationships with Police. Answering queries within agreed timelines.
* To regularly monitor and respond to queries from police services. This will include managing messages coming through the Criminal Justice Secure Mailing System.
* Effectively and accurately communicating information.
* Maintain the Druglink database. Ensuring personal details are entered accurately.
* Updating personal files with new information, so that time lines can be produced for police use.
* Ensuring communication with all required people and provide updates as required.
* Listening to individuals, looking at their file and booking them onto a correct course.
* Accurately processing payments for courses. Providing proof of payment as required.
* Confirm attendance, via post, email, text messages and phone calls.
* Resolving issues as they arise.
* Ensuring correct and effective communication.
* Ensure that all data is managed and processed in line with Druglink's Data Protection Policies.
* Be responsible for all incoming and outgoing mail.
Person Specification:
Essential
Qualifications & Training
* Educated to GCSE level grades A-C or equivalent qualification or experience
Experience
* Proven customer experience dealing with individuals from varied backgrounds.
* Experience of working with detailed information, being able to process this with accuracy.
* Understanding in the use of Microsoft Office, email, spreadsheets and databases.
Personal skills & knowledge
* A friendly and confident individual with a pro-active approach to their work.
* Team player committed to Druglink's vision, mission, values and goals.
* A flexible approach to working.
* Good organisation, time management and multitasking skills with a focus on quality.
* Sound oral and written communication skills; happy to engage with people across a wide range of internal and external customers and stakeholders.
* Efficient and reliable.
* Understanding in Microsoft Office, Windows, Databases, email systems.
* Willing to train and learn new skills as necessary.
Other requirements
* Availability to work weekends
Note: This job description is not exhaustive and will be subject to periodic review. It may be amended to meet the changing needs of the business. The post-holder will be expected to participate in this process and we would aim to reach agreement on any changes.
Job Types: Part-time, Fixed term contract
Contract length: 6 months
Pay: From £24,031.00 per year
Expected hours: 22.5 per week
Benefits:
* Casual dress
* Free parking
Education:
* GCSE or equivalent (preferred)
Experience:
* Customer service: 1 year (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person