Job Introduction

Turning Point is a charity that providing support and encouragement, delivering innovative services and generally improving life for individuals affected by drug and alcohol misuse or mental health problems, or those with learning disabilities.

An exciting new opportunity has arisen for a Client Advisor to join the Global Service Delivery (GSD) team at Turning Point specifically supporting individuals seeking support with drug and alcohol misuse. You will provide first point of contact for clients and professionals wanting to arrange a referral into Turning Point’s substance misuses services across a wide geographical reach across the UK. 

We are located in the heart of Manchester and are within close proximity to transport links. 

Role Responsibility

Working as part of a team you will be supporting clients contacting us via telephone, online and email. You will support inbound call activity including new referrals and enquiries from new and existing clients, professionals and staff. Ensuring all contacts are dealt with in a timely, friendly & professional manner, providing a consistently high quality person centred service.

As a Client Advisor your main responsibilities will be:

• To answer high volumes of calls in a fast paced contact centre environment
• To carry out initial triage and screening for new clients who want to make a referral for treatment.
• Respond to calls and email enquiries from existing clients and professionals
• To process confidential data accurately and sensitively, in accordance with GDPR and best practice
• To follow process maps for completing referrals and enquiries to  ensure full compliance
• To update Turning Points Client Record system and other related systems with new information and keeping existing records accurate and up to date
• Manage and escalate risk in line with agreed processes
• To work towards and exceed performance indicators and service levels set by your manager

The Ideal Candidate

This area of the business is fast paced, challenging and subject to continuous change and development. To be considered for the role you will need to be able to adapt quickly to change, follow due process, remain calm under pressure and to provide consistent and high levels of customer care.

It is essential that you have excellent communication skills, both written and verbal, and able to liaise confidently with people at all levels. You will be able to demonstrate empathy, have a non-judgmental approach when supporting the wide ranging, diverse client base using our services. PC literacy is a key requirement and experience of data input into CRM systems and a good understanding of Microsoft Office.

Previous experience of working within a customer service environment or contact centre is desirable however we will equally consider applications from individuals who have previous experience working in service focused on health and social care or similar. This is a great opportunity for an individual who is looking to start or progress their career within a leading health and social care environment.

About us

As a leading health and social care provider with more than 300 locations across England, we take real pride in the services we offer.

We run all of our services on a not-for-profit basis; instead, we invest every penny back into our services and people. We never stop believing in change for the better, and we work constantly to improve the lives of the people we support.

What Benefits Will I Receive?

We know reward looks different to each person and so whether its ways to make your money go further, a culture supporting recognition and celebration, or opportunities to boost your career – we want to support you in every way we can with our total reward package.

You will get 33 days’ paid holiday a year, increasing with each year of service up to 35 days. Plus the option to buy additional holidays and spread the cost.

Join our team and discover the comprehensive benefits we offer by following the link below to explore all the exciting perks available to our employees.

Turning Point Benefits

We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closing date. 

Turning Point

Attached documents

• Client Advisor JD.pdf

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