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Permanent
Full Time (34.5 hours, Monday-Sunday; part-time hours (minimum 24 per week) will also be considered for the right applicant)
Salary Range: £23,500- £30,500
Location: Home based
Are you looking to take your welfare and benefits knowledge to the next level by helping people living with cancer maximise their income?
Do you pride yourself on delivering exceptional customer care and high-quality information through a variety of communication channels?
Does your compassion, determination, and resilience shine through when supporting customers in a time of great need?
If so, we would love to hear from you!
About the Role
Now more than ever, people living with cancer are contacting our support line for advice relating to the rising cost of living, so to meet this need we are expanding our wonderful team.
You'll work within our Money and Work Team, offering comprehensive welfare and benefits advice to people living with and affected by cancer on our busy helpline, which receives up to 1000 calls per week. In addition to offering benefits advice, you will support customers by signposting them to access other services, both within the Macmillan Support Line and outside of Macmillan.
We will offer you the opportunity to develop your knowledge and give you experience in an environment where you will become an expert in providing information to people living with and affected by cancer. This will enable you to build on your existing skills, and you will gain valuable experience from working in a growing and exciting area.
Working on a helpline and across omni channels (including email, webchat, and online platforms) to support people is a fundamental part of this role. We understand that you may not have all the skills for this role, but we will provide a robust induction and invest in your training to equip you with what you need to support people affected by cancer.
About You
We are looking for experienced and knowledgeable Welfare Rights Advisers who can demonstrate highly developed listening, communication, and interpersonal skills necessary to handle emotional and complex situations in a way which always balances empathy with professionalism.
To do this role you will have:
- Recent experience of providing up-to-date and accurate Welfare Rights and Benefits advice
- Telephony/contact centre experience
- Excellent communication skills, both written and verbal
- Experience using the Microsoft Office suite of applications
- An understanding of the needs of people living with and affected by cancer (desirable but not essential)
As this is a home-based role, you will need:
- A reliable broadband connection with upload and download speeds of at least 3mbps
- To comply with strict data protection rules you must have a private, confidential space to work from.
We will provide all IT equipment needed for the role.
There may be occasions where you will have the option to travel to one of our offices (London, Glasgow, or Shipley – West Yorkshire) for events, training, or meetings.
About Us
We help millions of people with cancer across the UK live life as fully as they can through physical, emotional and financial support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. Together, we do whatever it takes for people living with cancer; with heart, with strength and with ambition.
We commit to actively developing you and offer benefits including a 34.5-hour week, private medical insurance, life assurance, pension, generous annual leave, and interest free loans for season ticket, gym membership and a vast range of discounts via our benefit platform which helps make our employees’ money go further.
Working Hours
You will work an average of 34.5 hours per week on a shift system basis. The service operates 364 days per year (we are closed on Christmas Day) and hours will be worked between 08:00-20:15, Monday – Sunday, including some weekends and bank holidays. You will not work more than 5 consecutive days and will receive notice of your shift pattern at least 1 month in advance.
We will also consider part-time hours (minimum 24 per week) for the right candidate.
Recruitment Process
The application deadline is August 20th, 2023 at midnight. Please submit your application as soon as possible, as we usually receive a high number of applications for this role and may change the closing date of the vacancy.
Successful candidates will be invited to a virtual group assessment centre w/c August 28th, 2023 via MS Teams.
Successful candidates will then be invited to a virtual interview w/c September 4th, 2023 via MS Teams.
The expected start date for this role is October 2023.
If you have any queries before applying, please contact Kay Donnelly (KDonnelly@macmillan.org.uk) who will be happy to help you.
Any offers on this role are made subject to a criminal records disclosure check or equivalent.
In order to ensure fairness and consistency to select the best candidate for this role, all of our applications are anonymised up until an interview has been confirmed so that shortlisting is based solely upon the suitability of the candidate’s experience.
Please note the internal name for this vacancy is 'welfare rights adviser'
advisor/benefits/welfare/debt/money/advice/consumer/advisory/rights
