Job Description
:
The Infected Blood Compensation Authority is a trauma-informed organisation. In this crucial customer service and administrative role, you will be the first point of contact for our community, providing vital support to members of the public who wish to register their intent to claim compensation. You'll guide people through the online registration process and ensure their records remain accurate, all while fostering an environment of trust and understanding.
This position isn't just about customer service; it's about listening, supporting, and showing compassion to people who have endured decades of pain and frustration. You'll be supporting them by creating a safe and welcoming space, actively listening to their concerns, and responding with empathy. We are committed to ensuring the well-being and safeguarding of both our claimants and our team members. You'll need to balance professionalism with humanity, ensuring claimants feel heard, respected, and supported throughout their journey, while also keeping processes accurate and efficient. Your role will be instrumental in demonstrating our commitment to a trauma-informed approach, where every interaction is handled with sensitivity and care
Essential Skills & Qualities:
1. Experience of working in a fast-paced customer service environment (working with vulnerable clients preferred);
2. A high standard of written and verbal communication skills
3. Empathy, patience and resilience when dealing with emotionally charged conversations
4. Ability to work under pressure
5. Excellent organisational skills
6. Good IT skills
7. Ability to pass basic DBS check
8. Full right to work
Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.