Aftercare Call Handler - 18.5 hours

Job summary

Are you passionate about providing compassionate support to individuals in need?

Are you ready to make a difference by being the first point of contact for those seeking help and guidance?

BPAS are looking for an Aftercare Call Handler to join the Aftercare team on a permanent basis. In this role you'll be the first point of contact for clients reaching out to our Aftercare Helpline.

Working remotely from home, you'll handle calls with empathy and professionalism, ensuring timely referral to appropriate services, including our clinical team and emergency services when needed.

This role is for 18.5 hours per week. Flexibility is required as you'll work across shifts in a service that operates 24/7, including evenings and weekends. More information regarding shift patterns and salary can be found below.

About you:

The successful candidate will have excellent communication skills, and the ability to stay calm under pressure. You'll have previous experience in telephone work and providing administration support, with a keen awareness of women's issues and UK geography. You must be non-judgmental and possess the capacity to handle stressful situations with empathy.

We are also looking for candidates who:

• Are computer literate
• Have great attention to detail
• Are confident when dealing with a wide range of queries

Main duties of the job

• To receive contact from clients/others to the 24/7, 365 days a year Aftercare Helpline, providing a client-centred service which promotes confidence
• To adhere to established policies, procedures, and algorithms for promptly assessing the urgency of each situation and providing appropriate guidance to callers
• To accurately document the relevant information and ensure appropriate and timely onward referral as appropriate
• To ensure that calls are completed within KPIs while ensuring that clients receive the attention they need
• To ensure clients are booked into suitable appointments for counselling, in line with client needs
• Assist the Aftercare Team with admin support as required, including collating data for reporting, assisting nurses and midwives to book appointments and liase with clinics

About us

British Pregnancy Advisory Service (BPAS) is the UK's largest independent women's reproductive healthcare charity. We work mainly on behalf of the NHS across the country providing abortion, contraception, STI testing & treatment. We specialise in evidence-based, not-for-profit care reproductive healthcare.

Working with us:

Alongside a supportive and friendly working environment, BPAS has generous benefits: life assurance cover at 3 times salary, 34 days annual leave per year & a defined contribution pension scheme. You will have access to our employee benefits programme through BHSF which includes special health & wellbeing services & lifestyle offers for you & your family. This includes various salary sacrifice schemes, counselling services & free private GP appointments.

For our clinical roles, a full clinical training package will be provided along with comprehensive support. Nursing & midwifery colleagues will have the opportunity to train in 1st & 2nd trimester sonography scanning, contraception fitting & STI testing. For surgical units you will gain experience in conscious sedation & general anaesthetic treatment in our operating departments.

BPAS is committed to safeguarding & promoting the welfare of vulnerable adults, children & young people through a safer recruitment framework. This includes a thorough selection process & a number of pre-employment checks.