Cancer Information and Support Adviser

Cancer Information & Support Advisor
Permanent
Full time (34.5 hours)

Location – Home Based
Salary Range - £29,000-£33,000

About us
At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

It’s an exciting time to join us as we launch our new five-year strategy and work towards delivering our vision to do whatever it takes to get every person the best support today and spark a revolution in cancer care for the future.

About the role

In this rewarding role right at the heart of our Macmillan Support line, you will work in a busy and varied environment, while providing emotional support and key information to people living with cancer and their loved ones at a time of great need.

Due to the nature of some of the calls and webchats, the role can be challenging at times, so resilience is key. However its extremely fulfilling, to be able to support people who are going through such difficult times.

You will work towards performance goals to help us ensure we are reaching everyone who needs our support, with the level of support being the highest quality.

Shift patterns

Our Support Line is available 365 days a year, including bank holidays from 8am to 8pm and is key to our strategic objective of reaching everyone whilst focusing on those who need the most support.

To cover our service and opening hours  you will be required to work a shift pattern on a 6 week rotation of:

Week 1 & 2 - Monday to Friday 9:00-17:00

Week 3 & 4 - Monday to Friday 10:00-18:00

Week 5 - Monday, Tuesday, Wednesday, Saturday & Sunday 12:15-20:15

Week 6 - Monday 10:15-20:15, Wednesday to Friday 10:45-20:15

*with a 30 minute earlier finish or later start one day of weeks 1-5

Please note all candidates are subject to a criminal record check for this role. This cost will be covered by Macmillan and all enhancements must be declared prior to the check.

About you
The successful candidate will demonstrate the following skills and experience:

• Experience of working in a busy customer facing environment (preferably contact centre environment), dealing with multiple customer queries and remaining calm under pressure. 
• Experience of speaking confidently to customers via multiple channels; phone, webchat and email.
• Experience of using a Customer Relationship Management system to record accurately the organisation’s interactions with customers.
• High levels of resilience and experience of dealing with emotional or impactful content.
• Experience of working towards goals/KPIs (for example call performance such as average handling times and wrap times).

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days 
• Pension matched up to 7.5%
• 120+ learning and development offers, with access to external professional qualifications
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

Recruitment Process
Application deadline: Friday 11th April at 23:59pm

First stage assessment dates: Assessments taking place between  Tuesday 22nd – Saturday 26th April

The first stage will consist of a role play telephone call and written response task in relation to a person affected by cancer, which will be an opportunity to demonstrate your customer service and support skills.

Formal interview dates: Interviews taking place between  Wednesday 30th April – Thursday 8th May

Training dates

Key induction training will be the first 4 weeks with a provisional starting date of Monday 9th June. We request that you try to avoid booking annual leave during this induction period so that you can benefit the most from the training period.

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.

So we can support you to be your best during the application or interview process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice and reasonable adjustments. 

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.