Changing Faces Job Description: Team Support

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					                                                                         Team Support January 2010

Changing Faces
Job Description: Team Support

The Team Support is responsible for carrying out a range of tasks to ensure that all our
clients and our specialist team receive the best possible service and that the office runs
smoothly at all times.

Background to the Team Support’s work
Changing Faces’ mission is to work for a better and fairer future for people who have
disfigurements to their face or body from birth, accident or disease, and their families. It is
the UK’s leading disfigurement charity, based in London with an annual income of c £1.4
million and a 30-strong team of specialists – counsellors, teachers, disability equality
trainers, policy and communication experts.

The charity aims to support and represent people with disfigurements in the UK and
around the world to achieve their full potential, receive excellent health, education
and employment opportunities and be fully included in their society.

Our focus is on the psychological and social impact of disfigurement on the life of anyone
who experiences it – and we are committed to enabling everyone, whether or not they have
a disfigurement, to face it with confidence. In today’s increasingly appearance-conscious
world, our ethos is that it is perfectly OK to look ‘different’ – and indeed, anyone who does
has every right to be accepted, supported and included in all aspects of life.

We have three Programmes:
1. CARING: our Adult Service and Children and Young People’s Service teams build the
   self-esteem and self-confidence of children, young people and adults (and their families)
   who contact the charity to meet the challenges they face
2. ACTING AS A CATALYST: Our Professional Advisory team informs and trains
   professionals in health and social care, education and in the workplace to promote
   improved psycho-social care, inclusive schools and colleges and prejudice-free
   employment and customer services for people with disfigurements
3. CAMPAIGNING: Our Campaigns and Communications team works with the general
   public, the media and cultural opinion-formers to promote face equality principles and
   bring about changes in attitudes and behaviours that limit the life prospects of people
   with disfigurements

Our UK Network of Officers in Wales, Scotland, Northern Ireland and the England regions,
contribute to and support all aspects of the charity’s work, and all our work is supported by
our Fundraising and Operational Support teams.

Job Description
Managed by the Head of Operational Support, the Team Support is responsible for:

Reception Duties
   Answering telephone enquiries and determining to whom they should be passed on if
   applicable; maintaining as far as possible a completely open, all-day service
   Answering email enquiries and determining to whom they should be passed on if
   applicable, maintaining as far as possible a completely open, all day service
   Processing and distributing post, including sending post to remote staff regularly
   Distributing incoming faxes and sending outgoing faxes as required

Changing Faces, Registered Charity 1011222                                                1
                                                                        Team Support January 2010

    Greeting and offering refreshments to visitors
    Arranging meeting refreshments
    Ensuring adequate supply of routine items for refreshments and kitchen materials
    Maintaining the catalogue of books/journals/articles in the Resource Area so it is
    accurate and up-to-date at all times
    Administering bookings for the Resource Area and briefing Resource Area users on the
    facilities available
    Ensuring all visitors and staff sign in and out, to facilitate safe evacuation in an

Financial duties
   Managing petty cash
   Logging all donations received (cheques, credit cards and cash) and ensuring these are
   passed on securely to the Finance Officer
   Stock-monitoring and stock-taking
   Processing orders for publications and stock such as Christmas cards and t-shirts,
   working closely with the Finance Officer (responsible for invoicing) to ensure orders are
   fulfilled in a timely and accurate manner

General Team Support duties
   Arranging organisation and payment of venues, accommodation and travel
   Supervision of administration volunteers
   Monitoring levels of stationery and office supplies, preparing orders for approval by the
   Head of Operational Support
   Preparation of delegate packs for workshops and training days (including bulk
   printing/photocopying, collating and production of delegate name badges), for all
   Programmes, as required
   Preparation of mail shots (including bulk printing/photocopying, enveloping and franking),
   for all Programmes, as required
   User feedback – preparation and distribution of quarterly surveys, and analysis of
   Ensuring that a master copy of each fact sheet, order form and Resource Catalogue is
   readily accessible at all times
   Keeping Reception, stock room and other areas tidy at all times
   Ensuring all office machinery is in working order (excluding IT equipment), managing
   engineer call-outs as required
   Ensuring routine back-up of server is done
   Responding appropriately to enquiries from prospective volunteers
   Maintaining accurate records of colleagues’ normal working patterns on the shared
   Maintaining the Clinical Supervisor’s bookings calendar
   Franking and taking post to the Post Office, and organising and recording courier
   bookings as necessary
   Flexibility to support the team is expected.

Database Duties
   Correcting errors and amending address details as notified through the post, email or
   telephone, to ensure the database is accurate and up-to-date
   Removing contact details for data protection requests and amending the filing to the
   agreed protocol
   Data entry from contact forms as required
   Database searches as required

Changing Faces, Registered Charity 1011222                                               2
                                                                          Team Support January 2010

Person Specification
It is expected that the Team Support will have the following characteristics:

Technical skills
• Computer literacy: competence and confidence in:
     • Wordprocessing - preferably Word
     • Spreadsheets – preferably Excel
     • Email/calendar applications – preferably Lotus Notes
     • Internet
     • Database work, including data entry, searching and reporting – preferably Access.
        Training on the tailored aspects of the Changing Faces database will be provided.
• Aptitude for problem solving

Personal characteristics
• Very good communication skills and in particular an excellent telephone manner to work
   with clients, professionals and other contacts of Changing Faces
• Good organisational skills and a systematic approach to work
• The ability to prioritise between competing demands
• Experience of working within a team
• Initiative to identify improvements to procedures
• Appreciation of the need for confidentiality
• Emotional resilience to handle sometimes distressed callers
• Reliability about time-keeping and keeping to deadlines
• Valuing the importance of paying attention to detail
• A flexible approach and willingness to learn and adapt to new office systems and
• Ability to work unsupervised once a task has been explained
• Experience of working in a busy office environment
• A reasonable level of physical fitness in order to deal with the post and stock room duties
• A sense of humour

• Personal, family or professional experience of disfigurement would be an advantage but
   is not essential.

S/he is accountable to the Head of Operational Support.

Salary and terms of employment
The role is full-time, based at the charity’s HQ, the Squire Centre, 33-37 University Street,
London WC1E 6JN. The salary scale is on Changing Faces salary scale Grade G, £17,300-

The employment will be based on: normal hours of work (37 hours basic) based in London,
25 days holiday, a pension contribution for those with the charity longer than 2 years, and
standard sickness and absence conditions. The appointment will be subject to our usual 6-
month probationary period.

Changing Faces, Registered Charity 1011222                                                 3
                                                                     Team Support January 2010

Application procedure
Applicants should complete the Application Form and return it together with their CV by 12
noon on Monday 1st February 2010. Short-listing will be carried out by assessing how
candidates meet the criteria listed in the Person Specification.

Two Referees should be named but will be contacted only with applicants’ explicit consent,
after any interview.

Short-listed candidates will be notified on Tuesday 2nd February. Please ensure you have
included a contact telephone number for that day on your Application Form.

Interviews will be held on Monday 8th February at Changing Faces’ offices, The Squire
Centre, 33-37 University Street, London WC1E 6JN. We will attempt to be flexible in the
case of holidays.

Changing Faces is striving to be an Equal Opportunities employer. Because of our limited
resources, Changing Faces cannot undertake correspondence or telephone discussions
about this post.

January 2010

Changing Faces, Registered Charity 1011222                                            4

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