Advice Line Call Coordinator

Make a Difference Every Day

Chest Heart & Stroke Scotland is seeking a compassionate, organised and experienced Advice Line Coordinator to join our advice line team. This is an exciting opportunity to support people living with chest, heart and stroke conditions, as well as their families, carers and healthcare professionals, by providing high-quality information, guidance and support.

This role is primarily home-based, working Monday to Friday 0900 - 1630 hours. Initial training will be delivered in person at our Head Office in Edinburgh, and the successful candidate must be willing and able to travel occasionally throughout Scotland to attend events, meetings and represent Chest Heart & Stroke Scotland.

About the Role

As Advice Line Coordinator, you will be responsible for coordinating and delivering our advice line service, supporting people through a range of communication channels including telephone calls, emails, text messages and web referrals

You will respond to enquiries from members of the public, carers and healthcare professionals, providing information, emotional support and practical advice. The role involves assessing individual needs, making referrals to appropriate internal services, signposting to external organisations, and supporting people with a range of wellbeing, advocacy, cost of living and benefits-related enquiries.

You will also recruit, train and manage a team of volunteers who will support service users through telephone and other remote contact methods.

Key Responsibilities

• Respond professionally, empathetically and effectively to enquiries received by telephone, email and text message.
• Provide information, support and guidance to people affected by chest, heart and stroke conditions.
• Assess individual needs and make appropriate referrals to Chest Heart & Stroke Scotland services and programmes.
• Signpost callers and service users to relevant external organisations, statutory services and support agencies.
• Support service users with wellbeing concerns and provide information relating to welfare benefits, advocacy services and cost of living support.
• Build and maintain positive relationships with NHS Scotland professionals, community organisations and partner agencies.
• Recruit, train, support and supervise volunteers who assist with service delivery.
• Monitor volunteer activity and ensure a consistently high-quality service.
• Maintain accurate and confidential records in line with organisational policies and data protection requirements.
• Represent Chest Heart & Stroke Scotland at events and meetings as required.

About You

Applicants must have the legal right to work in Scotland and be resident in the UK at the time of appointment. Unfortunately, Chest Heart & Stroke Scotland is unable to provide visa sponsorship and cannot consider applications from candidates requiring sponsorship to work in the UK.

Additional Requirements

• Ability to attend in-person training at Chest Heart & Stroke Scotland's Head Office in Edinburgh.
• Willingness and ability to travel occasionally throughout Scotland to attend events, meetings and stakeholder engagements.
• Access to a suitable home-working environment.

What You'll Bring

You will be empathetic, proactive and committed to delivering outstanding support to people affected by long-term health conditions. You will have the confidence to manage complex enquiries, work collaboratively with colleagues and partners, and motivate volunteers to deliver excellent service to those who need our support.

Join us and help ensure that nobody in Scotland must face chest, heart or stroke conditions alone.

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CHSS also supports flexible recruitment through Working Families and we are “Happy to Talk Flexible Working”.

In line with our commitment to safeguarding, this role is subject to a PVG check. CHSS is committed to equality of opportunity and to providing a service which is free from unfair and unlawful discrimination. We therefore aim to ensure that no applicant, volunteer or member of staff is unfairly treated on the grounds of offending background.

Please note CVs will not be accepted.