Equalities Advisor - EASS

 

Location: Rotherham, Barnsley

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Salary: £21,450.33

Posted: 12 Jul 2023

Closes: 26 Jul 2023

Job Type: Full Time and Permanent

Business Unit: UK Central Government Services

Region / Division: UK & Ireland

Reference: 14181

Role Responsibility:

Equalities Advisor - Equality Advisory Support Service (EASS)

Wath-upon-Dearne, Rotherham, S63 7ER - Option for hybrid working

37.5 hours per week

• Do you like to make a difference?
• Do you like to have a hands-on approach that could affect real change?
• Are you a caring individual who likes to speak to a wide variety of people?

Who we are

The EASS is a helpline that advises and assists individuals on issues relating to the Equality Act 2010 and the Human Rights Act 1998. We are the only helpline in the UK that provides informal non-legal advice in line with these legislations.
We are open Monday to Friday (9am till 7pm) and Saturday (10am till 2pm).

Successful applicants will be required to work a late shift (1 in 3). We are a multi-channel advice line who advises over telephone, email, webchat, and letters.

Please note this position is available as hybrid or full time on site. We currently do not offer full home working.

What we do

You will be the first point of contact for individuals who are seeking to understand their rights under the Equality Act 2010 and Human Rights Act 1998 across various communication channels (telephone, email, webchat, letter).
You will receive in-depth training to understand both legislations so that you can help our customers informally resolve their complaints without the need to go to court. You will ensure our customers receive a professional service, get the support they need, and ultimately help people on every call.

The Ideal Candidate:

Essential Skills:

• Have experience working in a customer focused environment.
• Be confident and courteous communicator with an excellent telephone manner.
• Be able to work under pressure, often dealing with emotive issues.
• Be self aware so as to protect your own and others health.
• Have an excellent standard of written and spoken English.
• Proven experience of building rapport & adapting communication to suit a diverse range of people.
• Be IT literate, specifically experienced in using Google packages.
• Working as part of a team and supporting colleagues.
• Attention to detail.
• Have a positive working attitude and work ethic.

Desirable Skills:

• Experience of working within a busy fast paced call centre environment.
• Providing customer services via omni-channel solutions including telephone, webchat, email, letter and social media.
• Working under your own initiative.
• Excellent ability to organise workload.
• Have a willingness to learn and be open to change.

What's Involved

• Communicate effectively and liaise with customers, relative client departments and management.
• Utilise effective communication and match the needs of individuals with protected characteristics, understanding their needs can be different.
• Deal with telephone queries and provide information to both external and internal customers as necessary.
• Provide accurate legal guidance in line with strict legislation guidelines and training provided.
• Manage customer cases effectively; responding to additional queries where necessary, contacting the individual and looking for opportunities to support the customer further.
• Write to or telephone external organisations on behalf of customers and keep the customer updated on this process.
• Identify any cases that may be strategic in nature, and update these accordingly.
• Adhere to the minimum target call and communication levels and standards as set by the company.
• Keep up-to-date with briefs provided by the business to remain fully informed with company and legislative changes.
• Adhere to the Data Protection, ICT and Confidentiality Policy at all times.
• Keep accurate and timely records of all contacts with the customer in line with company standards and expectations.
• Provide a high level of customer service that is informative, confidential, empathetic and in-line with our service remit.
• Carry out any other duties relevant to the role as directed by your senior or Team Manager.

We are an equal opportunities employer and holders of the Disability Confident Employer status.

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