Job Description:

Support Services Administrator (Job Share)

Our Mission

Hearing Help Essex (HHE) exists to alleviate the isolation and loneliness that hearing loss can bring by providing a range of services.

Our Achievements

Founded in Chelmsford in 1986, Hearing Help Essex initially formed to create a local drop-in session for people to receive practical help with their NHS Hearing Aids. As the years rolled on, more Volunteers were recruited, and more sessions and services were added. Fast-forward to 2024, we now have 11 staff and 55 Volunteers delivering up to 800 support appointments each month.

In 2019, the achievements of Hearing Help Essex were recognised by Queen Elizabeth the Second, and we were presented with The Queen’s Award for Voluntary Service, the highest award for a voluntary group in the United Kingdom.

Our Team and Governance

Hearing Help Essex is led by a Board of Trustees. Our Board draws on a wide range of expertise with experience of the charitable and private sectors. We have 11 paid staff, most of whom are part-time: the Chief Executive, Operations Manager, 3 Service coordinators, 1 Finance administrator, 4 Outreach workers, and 1 office-based Support Services Administrator. As demand for our services continue to grow, we are now looking for an additional office-based member of staff who will cover our helpline and service user’s bookings line on a Thursday and Friday, 9am – 5pm.

About the role

Job Title: Support Services Administrator (Job share)

Salary: £7,850 actual salary (£19,624 FTE)

Hours: Part-time (15 Hours per week)

Location: Office based in Central Chelmsford, although some home-working will be considered.

Contract: Permanent

To Apply: Please send a CV with a cover letter detailing why you are applying to: sophie.ede@hearinghelpessex.org.uk

Deadline for applications is Friday 5^th April 2024. All applications will be acknowledged.

We are looking for the right person, not the right list of qualifications!

The right candidate for this role will be patient, kind, and an excellent communicator. We know a caring, sensitive, and non judgmental response can make a real difference to someone seeking our support. Don’t worry if you don’t have previous experience working with people with hearing loss as Hearing Help Essex will provide full training and support. You need to be able to work responsively as part of a small team. No two days are the same, and on some quieter days you may be asked to support other administrative tasks. This role is subject to a 6 month probationary period. The post is based at our office in central Chelmsford. Successful applicants will be required to work both from our office and from home as and when required.

Role Purpose:

• Help improve communication and quality of life for anyone who requires our service
• Be the first port of call to anyone calling the charity helpline
• Deliver our Information, Advice, and Guidance service and Hearing Aid Support Service over the telephone, by text message, and email.

Responsibilities:

• Register and update service users records on our data management system and book their appointments by telephone, email, and text message.
• Provide information, advice, and guidance to those with hearing loss, their families, and carers by telephone, email, and text message.
• Be aware of assistive equipment and benefits available to the hearing aid wearer and hard of hearing people
• Raise home visit requests on our data management system
• Circulate appointment lists to Volunteers
• Be aware of services provided by partner organisations that may support those with more complex needs
• Upload feedback from service users as required to our data management system and write three example case studies each month
• Ensure that any follow up actions to calls are taken
• Support with general administrative tasks as appropriate
• Occasionally be asked to represent the charity at information events

Key Relationships:

• Service Users
• Volunteers
• Staff
• Audiology Departments
• Other partner organisations

About you

• You will have the ability to communicate clearly, with high levels of emotional intelligence, both verbally and in writing.
• You will be self-motivated and have the ability to work independently in an occasionally pressured environment.
• You will have experience of delivering a service to members of the public and experience of working in an advice setting would be an advantage.
• You will have the emotional resilience to be able to deal effectively with clients who are distressed, experiencing depression, or complex health challenges.
• You will have an aptitude to deal with unexpected issues when they might arise.
• You will be proficient in the use of a range of IT tools, including Microsoft Office applications. Good typing skills are essential.
• You will be fully commited to our mission and values.
• You will be able to commit to working Thursday and Friday 9am – 5pm. (there may be flex to swap days with your job share on occasion)

We believe that Safeguarding is everyone’s business. Hearing Help Essex is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies.

Full training will be provided, and you will receive ongoing support and supervision from a friendly and experienced team.