• Job Description

  Req#: B0201-AFC-ACH-18-5?language=en&page=1282&sort=publicationDateDe

  Job summary

  Are you passionate about providing compassionate support to individuals in need?

  Are you ready to make a difference by being the first point of contact for those seeking help and guidance?

  BPAS are looking for an Aftercare Call Handler to join the Aftercare team on a permanent basis. In this role you'll be the first point of contact for clients reaching out to our Aftercare Helpline.

  Working remotely from home, you'll handle calls with empathy and professionalism, ensuring timely referral to appropriate services, including our clinical team and emergency services when needed.

  This role is for 18.5 hours per week. Flexibility is required as you'll work across shifts in a service that operates 24/7, including evenings and weekends. More information regarding shift patterns and salary can be found below.

  About you:

  The successful candidate will have excellent communication skills, and the ability to stay calm under pressure. You'll have previous experience in telephone work and providing administration support, with a keen awareness of women's issues and UK geography. You must be non-judgmental and possess the capacity to handle stressful situations with empathy.

  We are also looking for candidates who:

  • Are computer literate
  • Have great attention to detail
  • Are confident when dealing with a wide range of queries

  Main duties of the job

  • To receive contact from clients/others to the 24/7, 365 days a year Aftercare Helpline, providing a client-centred service which promotes confidence
  • To adhere to established policies, procedures, and algorithms for promptly assessing the urgency of each situation and providing appropriate guidance to callers
  • To accurately document the relevant information and ensure appropriate and timely onward referral as appropriate
  • To ensure that calls are completed within KPIs while ensuring that clients receive the attention they need
  • To ensure clients are booked into suitable appointments for counselling, in line with client needs
  • Assist the Aftercare Team with admin support as required, including collating data for reporting, assisting nurses and midwives to book appointments and liase with clinics

  About us

  British Pregnancy Advisory Service (BPAS) is the UK's largest independent women's reproductive healthcare charity. We work mainly on behalf of the NHS across the country providing abortion, contraception, STI testing & treatment. We specialise in evidence-based, not-for-profit care reproductive healthcare.

  Working with us:

  Alongside a supportive and friendly working environment, BPAS has generous benefits: life assurance cover at 3 times salary, 34 days annual leave per year & a defined contribution pension scheme. You will have access to our employee benefits programme through BHSF which includes special health & wellbeing services & lifestyle offers for you & your family. This includes various salary sacrifice schemes, counselling services & free private GP appointments.

  For our clinical roles, a full clinical training package will be provided along with comprehensive support. Nursing & midwifery colleagues will have the opportunity to train in 1st & 2nd trimester sonography scanning, contraception fitting & STI testing. For surgical units you will gain experience in conscious sedation & general anaesthetic treatment in our operating departments.

  BPAS is committed to safeguarding & promoting the welfare of vulnerable adults, children & young people through a safer recruitment framework. This includes a thorough selection process & a number of pre-employment checks.

  Date posted

  09 May 2024

  Pay scheme

  Other

  Salary

  £22,431 to £28,609 a year pro rata - Depending on skills and experience

  Contract

  Permanent

  Working pattern

  Part-time, Home or remote working

  Reference number

  B0201-AFC-ACH-18-5

  Job locations

  Orion House

  Athena Drive

  Warwick

  CV34 6RQ

  
  

  Job description

  Job responsibilities

  Further Information:

  A full job description and terms and conditions including salary information can be found on the right hand side of the page and is available for you to download and review.

  Location: Home Based

  Some travel to BPAS locations around the UK will be required for the successful candidate in the first few months of employment for training and induction purposes. Visits to head office in Leamington Spa will be required occasionally during employment for meetings & training.

  Salary: £22,431 to £28,609 per annum depending on experience. (Pro rata for part time) (£11.98 to £15.28 per hour)

  We also offer a premium payment of time and a half for working on weekends

  Hours: 18.5 hours per week flexible over Monday to Sunday between 7am - 10pm. A rota is given in advance.

  Interested so far? Don't delay, apply today!

  This job advert may close before the advertised closing date if sufficient applications have been received. Please apply for this job as soon as you can, if interested.

  The Small Print: All applicants must be pro-choice.

  If you do not hear from us within 2 weeks of the closing date, unfortunately you will not have been shortlisted on this occasion.

  References: All offers of employment are conditional based on satisfactory pre-employment checks. We require applicants to provide 3 years of employment references including information on reasons for leaving and any gaps in employment.

  Job description

  Job responsibilities

  Further Information:

  A full job description and terms and conditions including salary information can be found on the right hand side of the page and is available for you to download and review.

  Location: Home Based

  Some travel to BPAS locations around the UK will be required for the successful candidate in the first few months of employment for training and induction purposes. Visits to head office in Leamington Spa will be required occasionally during employment for meetings & training.

  Salary: £22,431 to £28,609 per annum depending on experience. (Pro rata for part time) (£11.98 to £15.28 per hour)

  We also offer a premium payment of time and a half for working on weekends

  Hours: 18.5 hours per week flexible over Monday to Sunday between 7am - 10pm. A rota is given in advance.

  Interested so far? Don't delay, apply today!

  This job advert may close before the advertised closing date if sufficient applications have been received. Please apply for this job as soon as you can, if interested.

  The Small Print: All applicants must be pro-choice.

  If you do not hear from us within 2 weeks of the closing date, unfortunately you will not have been shortlisted on this occasion.

  References: All offers of employment are conditional based on satisfactory pre-employment checks. We require applicants to provide 3 years of employment references including information on reasons for leaving and any gaps in employment.

  Person Specification

  Qualifications

  Essential

  • English and Maths qualification either GCSE A to C or Functional Skills Level 2 or GCSE 4* or NVQ level 2

  Experience

  Essential

  • Previous experience of telephone work
  • Experience of providing administrative support

  Desirable

  • Previous customer care or call centre environment experience

  General

  Essential

  • Do you support a woman's right to choose abortion?
  • Are you the family or friend of a current BPAS employee? If yes, please state the name and the nature of the relationship.
  • This vacancy is working remotely, part time for 18.5 hours per week. We require you to be flexible over Monday to Sunday between 07:00-22:00 (a rota is given in advance) - can you commit to this?

  Desirable

  • Please list any further information you wish to add in support of your application for this role.

  Knowledge and Skills

  Essential

  • Excellent communication skills, particularly listening skills
  • Ability to calm stressful situations
  • Computer literate with a reasonable level of keyboard skills

  Desirable

  • Geography of UK
  • Awareness of Womens issues

  Person Specification

  Qualifications

  Essential

  • English and Maths qualification either GCSE A to C or Functional Skills Level 2 or GCSE 4* or NVQ level 2

  Experience

  Essential

  • Previous experience of telephone work
  • Experience of providing administrative support

  Desirable

  • Previous customer care or call centre environment experience

  General

  Essential

  • Do you support a woman's right to choose abortion?
  • Are you the family or friend of a current BPAS employee? If yes, please state the name and the nature of the relationship.
  • This vacancy is working remotely, part time for 18.5 hours per week. We require you to be flexible over Monday to Sunday between 07:00-22:00 (a rota is given in advance) - can you commit to this?

  Desirable

  • Please list any further information you wish to add in support of your application for this role.

  Knowledge and Skills

  Essential

  • Excellent communication skills, particularly listening skills
  • Ability to calm stressful situations
  • Computer literate with a reasonable level of keyboard skills

  Desirable

  • Geography of UK
  • Awareness of Womens issues

  Employer details

  Employer name

  British Pregnancy Advisory Service (BPAS)

  Address

  Orion House

  Athena Drive

  Warwick

  CV34 6RQ

  
  

  Employer's website

  https://www.bpas.org (Opens in a new tab)

  Employer details

  Employer name

  British Pregnancy Advisory Service (BPAS)

  Address

  Orion House

  Athena Drive

  Warwick

  CV34 6RQ

  
  

  Employer's website

  https://www.bpas.org (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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