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Employment Law Helpdesk Advisor– Member Contact Centre - Prospect Trade Union

Permanent position

Salary £33,719 (plus inner London weighting of £3,160)

Location: Waterloo, London (office based)

Prospect is the trade union of choice for over 150,000 professionals, specialists and managers from across the UK. Our members vary from nuclear physicists and engineers to film directors and cinematographers – with many more in between. For each of these members we provide advice, support, and representation. Join us and you can make a real difference to the lives of working people. What’s the role? Helpdesk Advisor – Member Contact Centre & Helpline 35 hours per week. Working hours are between 8:00am-6:00pm on a shift basis.

As a Helpdesk Advisor within our Member Contact Centre, you'll use your professional attitude, communication skills and customer service experience to deliver an excellent service to Prospect members. Your role will be widely varied from updating member records to providing support and advice on a broad range of employment issues. You’ll need to have an empathetic and understanding manner and be able to work confidently with our members to ensure Prospect delivers world class customer service.

This is a great opportunity to join Prospect at an exciting time with plenty of room for long term progression and development.

Knowledge, Skills & Experience

Essential Knowledge & Skills

• Employment Law knowledge


• Excellent telephone manner with strong verbal communication skills


• Strong attention to detail


• Sound analytical and problem-solving skills


• Ability to understand and apply processes


• Ability to build rapport quickly


• Excellent organisational skills and the ability to multitask and priorities


• Ability to work in a team and work using initiative

Essential Experience

• Experience of providing employment law advice either face to face or in a contact centre environment


• Experience of learning new systems to a high standard


• Experience of working proactively, self-managing time and workload


• Experience of capturing detailed information and data input


• Proven track record of providing excellent customer service, preferably within in a contact centre


• Experience of providing support and advice to customers

Application details

For further details please e-mail:

Closing date: Wednesday 11th October 2023 – NOON (CVs alone will not be accepted)

Interviews will be held during the week beginning 16th October in our London office.

Prospect Union is committed to create a diverse environment and is a proud Equal Opportunity Employer. All our applicants will be given careful consideration for employment regardless to race, colour, religion, sex, physical and mental disability, age, citizenship, pregnancy, genetic information, veteran status, gender identity, gender expression, sexual orientation, national origin, and any other protected status.

www.prospect.org.uk

Prospect is a leading trade union that delivers advice, support, representation and a voice for our members. We are a not-for-profit organisation with over 250 staff helping to support more than 150,000 people in specialist, professional and technical roles across the private and public sectors. The Bectu Sector of Prospect represents both employees and freelancers working in Film, TV, Broadcasting and theatre and live events.

Our members want to get on at work. They work in a diverse range of professions, including energy, science, engineering, heritage, defence, entertainment and digital. As a union for modern working life we aim to get the best deal for our members by using evidence and building partnerships – while never being scared to call employers out when they get things wrong.

Our priorities are to grow our membership through attracting new members and to improve our impact, whether that is helping members win improvements at work or changing the policy environment which affects them.

Diversity is an important value for the trade union movement, and as an organisation we are passionate about promoting equality at work and are committed to it for all our staff; we would be particularly interested in applications from groups that are underrepresented in the workplace.

Prospect is a great place to work - We offer a good work-life balance, flexible working options and offer support for training and development.