Job Description

Post: Coordinator
Grade: 18,000 pro rata per annum
Hours: Full-time or Part-time - Negotiable
Location: National Office, Glasgow
Reporting to: Director of Relationship Services

Purpose of the Job:

To provide exceptional telephone and web based customer service to external clients, from initial
enquiry onwards. Additionally, this role requires delivery of an effective and efficient service to
internal clients, volunteers, staff and stakeholders. As is the case with all roles at The Spark, a clear
focus on delivery of a professional, ethical and quality driven service is required.

Key Responsibilities and Duties

National Appointments
Use a warm and professional tone to respond to all requests and enquiries whether via phone,
mobile, e-mail/web or face to face.
Deliver accurate verbal, written and text format information in a sensitive, timely & professional
manner.
Ensure that all established processes and procedures are used effectively to handle enquires
appropriately.
Maintain client confidentiality and manage all client data in accordance with the Data Protection
Act 1998.
Effectively negotiate and reach agreement with clients on Appointment charges in a sensitive
and appropriate manner.
Produce warm, professional and accurate client correspondence.
Effectively manage allocated centre waiting lists to minimise client waiting times and maximise
counselling hours.
Maintain accurate electronic systems using a wide range of software packages.

Organisational
Take a proactive & enthusiastic approach to tasks, problem solving & team working.
Actively participate and contribute to all required meetings, training and CPD.
Adhere to organisational policies and procedures
Attend and contribute to team meetings, and help build and maintain healthy working
relationships within the team

Maintain a flexibility of job function in response to the evolving demands of the organisation and
undertake other duties as may be required.
Person Specification

AREA ESSENTIAL DESIRABLE

Education/Training Educated to Higher level (or COSCA Counselling Skills

extensive equivalent experience) Certificate

Experience Minimum 2 years experience in a Experience of using client

customer care role payment processes

Experience of working in a
telephone based service

Minimum 2 years experience in an

administrative role

Knowledge Knowledge of data protection and Knowledge and understanding of

confidentiality principles The Spark core services

Knowledge and understanding of

3rd sector

Skills & Abilities Fully conversant with IT packages

including Access, CRM, Excel, Word
and bespoke packages

Excellent listening skills with clear

verbal and written communication

Effective decision making and

negotiating skills

Personal Attributes & Other Expresses warmth, empathy and

Requirements understanding to a broad range of
clients experiencing difficult,
distressing circumstances

Is non-judgemental and adheres to

principles of confidentiality and data
protection

Is flexible, adaptable and responds

positively to change

Self-motivated, takes personal

accountability and demonstrates
initiative.