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Information Support Officer (3 Year FTC)

Job Description

Are you experienced in providing exemplary service, signposting service users to the correct resource? Do you have experience in data entry and information systems (CRMs)?

VANRATH is delighted to be recruiting for a 3 Year Fixed Term Contract

Salary/ Benefits

£23,034 - £24,246 per annum with Pension & Health Shield Cash Plan (35 Hours Per Week)


They are a Belfast based charity specialising in a range of services of older people in Northern Ireland.

The Ideal Person

  • Previous experience in call handling, helpline work or Customer Service
  • Experience of using CRM systems to process customer data
  • Demonstrate a sound understanding of customer service and quality assurance
  • Good understanding of Word / Excel / Outlook
  • Accurate data entry skills

Please Note: Post-holder will be subject to an Enhanced Access NI disclosure


The post holder will be responsible for providing an exemplary 'first port of call' service in a multi-channel environment, delivering information and support, signposting to internal and external support services:

  • Provide a professional service, maintaining standards for call answering with particular emphasis on confidentiality, empathy, patience, understanding and impartiality
  • Assess and triage customer's enquiry and identify the most appropriate services and options for their situation(s)
  • Establish customer contact preferences and comply with data protection processes
  • Manage interactions in line with agreed processes: capture and record information, provide customers with signposts to information and resources, escalate to other teams, and refer enquirers to other services as required
  • Respond to interactions across different channels, including telephone, e-mail, post, and webchat.
  • Provide accurate and impartial information in response to non-complex enquiries
  • Utilise tools and resources to answer enquiries and to convey this in a concise and understandable format
  • Manage customer expectations and adapt to current campaigns and / or media activity
  • Operate and utilise computer system effectively for information retrieval and to ensure data is stored accurately
  • Recognise, assess and escalate safeguarding incidents
  • Attend training and access resources to ensure an understanding of Information & Advice subject matter areas
  • Complete all activities in line with agreed policies and procedures

For further information on this vacancy, or any other Project Management job in Belfast or wider Northern Ireland, please apply via the link below or contact Peter Brittain in the strictest confidence.

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