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3 Welcome from Matt Hyde and Wayne Bulpitt 4 Who we are and what we do 5 Background, how we work, the role, how to apply 6 Personal Specification 7 What s in it for me 8 Thank you for your interest in this role. This document does not form part of the terms and conditions, but aims to give you more information about the role, its context and an outline of the work you could be involved with.

4 Scouting changes lives. We make a positive difference in our communities and improve the life chances and outcomes of young people from every background. We get the chance to work with young people at the most important time in their lives: their childhood. Scouting is about opportunity and that s what young people need more than anything else. From support and friendship to new skills and renewed confidence, Scouting brings a spirit of optimism and practicality to its work. We welcome all young people into Scouting and we believe passionately in what we do. We believe that young people have great things to offer. In Scouting, they get the opportunity to discover their potential, benefit from a positive, supportive environment and make a difference. Whether it s setting up an internet cafe in their community, going on canoeing trip with new friends, taking a starring role in a Scout show or leading a trip abroad, we lift spirits, recognise achievement and raise aspiration. All of this is made possible by basic facilities and teams of dedicated adult volunteers. Positive role models are vitally important. We want to inspire a new generation filled with a generosity of spirit, a determination to make things better for themselves and their communities. Matt Hyde, Chief Executive UK Chief Commissioner

5 Scouting offers life changing adventure to over 446,000 girls and boys. This makes us the largest mixed youth movement in the UK. We help young people explore their potential, grow in confidence and becomes the active citizens of the future. We make a positive impact on young people, our adult volunteers and the communities in which we live. Offering over 200 different activities from abseiling and archery to drama, street sports and water zorbing, Scouting helps 6-25 year olds grow in confidence, achieve their full potential and become active members of their communities. This is only possible through the efforts of 100,000 volunteers who also enjoy the fun and friendship of Scouting. And you can be part of this great adventure. The Scout Association is a registered charity in the UK and part of a worldwide movement of 40 million Scouts working for peace and global friendship. Every child has the right to an adventure. Life is about grabbing opportunities. It's all about friendship and fun and adventure people who might not normally have the chance for adventure. Scouts are shining lights in their communities. Bear Grylls, Chief Scout

6 We are working towards our strategic plan with a focus on the following key areas: We believe that Scouting changes lives, which is why we want every young person in the UK to have the opportunity to get involved We need to remove the barriers to participation Every young person should be able to shape their Scouting experience We believe that Scouting makes a difference to individuals and to society Read the full plan at The UK headquarters of The Scout Association is based at Gilwell Park, Chingford, London, and is operationally divided into three directorates and two units: To assist in the delivery of Information Centre services ensuring excellent guest care in all areas. Please ensure in your application form, that you provide a statement as to why you believe you are suitable for the role and what you believe you could bring to the post. Ensure you address the points in the person specification (as attached in the relevant job pack). Please download both the application form and fill in the recruitment monitoring form online. The application form should be ed to Please note that if you have not heard from us within two weeks of the closing date please assume that you application has been unsuccessful.

7 Responsible to: Information Centre Team Leader Directorate / Department: Scouting Operations Base Location: Gilwell Park, London Salary Band: C Line Management Responsibility: N/A Budgetary responsibility: n/a External Contacts: External bodies and agencies Internal contacts: Senior and Executive Leadership Team members, UKCC and team, Volunteers and all Association staff. The above list is provided for guidance only and is not an exhaustive list of all the contacts with whom the postholder may be required to liaise. To be the first point of contact for The Scout Association; and to provide support, advice and guidance to members of the Movement and the public by telephone, and face to face. Provide friendly, helpful and supportive advice and guidance to members contacting the Information Centre, principally by phone and but also face to face Offer information, advice and guidance to Members and the public in order for them to successfully resolve local issues Work with the Membership Support Manager and Information Centre Team Leader to improve systems and processes within the Information Centre, and provide feedback on those outside of it Respond to enquiries over the phone and via about membership/appointments including the generation of reports where necessary. Understand and be able to provide advice on complex and varied issues relating to all aspects of Scouting at an appropriate level to customers who will have various degrees of understanding and knowledge of those issues and of Scouting

8 Work within defined service level agreements to provide excellent customer service Maintain the accuracy and currency of information held by the Information Centre Keep personally up to date with developments and changes in Scouting Take orders/bookings from Members and customers, taking payment where necessary Research information that is not held by the Information Centre and update accordingly Contribute to the monitoring of customer/member satisfaction and to assist in making changes to the service to ensure continuing satisfaction Regularly meet with specified link departments in order to: a. ensure the information held by the Information Centre is up to date and accurate; b. ensure that relevant member/customer feedback (most asked questions, views on initiatives, etc.) is passed on; c. proactively support link departments in developing policies, procedures and resources by ensuring they meet customer/member needs; d. develop a specialist knowledge of the link departments work e. work with link departments to regularly check that their processes/resources remain customer friendly ; and f. take responsibility for ensuring Information Centre colleagues are appropriately briefed. Support the training and induction of colleagues in the area of customer service, including Information Centre inductions Run Information Centre road shows, workshops, briefings and training events that meet the needs of Districts/Counties both away from and at Gilwell. Contribute as a member of the wider Corporate Services Department. Take personal responsibility for own development and skills acquisition as appropriate to the emerging needs of the role. Ensure the maintenance of confidentiality in respect of staff, volunteer and client records and all privileged information relating to the services of The Scout Association, its clients, staff and volunteers and particularly of the area for which directly responsible. Any other duties as may reasonably be required by Membership Support Manager.

9 Data Protection The postholder hereby agrees not to disclose any confidential or sensitive information to a third party or outside organisation except where required to do so by law. Health and Safety The postholder agrees to abide by TSA s Health and Safety principles and code of conduct and to take all reasonable steps to ensure both their own safety in the work place as well as that of their colleagues. Equal Opportunities The Postholder agrees to promote and uphold the principles of equal opportunities in accordance with TSA s Equal Opportunities Statement and all related policies. Yellow card The post holder agrees to comply with The Scout Association s safeguarding policies and guidelines at all times. Skills and Abilities Team work Contribute as a member of a team E Work on own initiative E Working in a call centre environment HD Organisational Prioritise work load in a busy environment E Work to deadlines E Pay attention to detail E IT Literacy Be proficient in Microsoft Office and applications E Working with bespoke databases/applications HD Working with knowledge management software D Numeracy Process payments from customers D Knowledge and Understanding Recognised customer service qualification HD Educated to degree level D Being an adult in Scouting HD

10 Essential skills and experience Working in a customer service environment E Build and maintain relationships with people at all levels and of all ages E Excellent written and oral communication E Excellent telephone manner E TSA competencies (as set out in the competency framework) Competency Framework: Level 4 Team Working: Builds rapport with others Effective Communication: Displays a positive, proactive, balanced attitude Getting Things Done: Strives for continued improvement Customer/Member Care and Support: Adds value Leadership, Management and Self-Management: Demonstrates a positive attitude in the workplace Skills and Experience: Has a good level of understanding/experience of the technical competency and is able to apply it with little or no guidance Values and Personal Qualities The role will include occasional evening and weekend work to travel around the UK for events, training sessions and briefings. The role will work within an agreed rota shift pattern, the shifts operate inside the full opening hours of 8am-7pm Monday to Fridays and Saturdays 9am 12 noon. Willing to become a Member of the Movement Mature and personable approach If we are to achieve such an ambitious and bold agenda we need to be clear on the principles that will define our way of working over the next four years. These principles are: Results-focused Ambitious but realistic targets have been agreed for every part of this plan. Volunteers and staff across the Movement will be supported to work towards these goals so that we can unlock our collective power. Partnership and collaboration We make a greater difference when we work with people across society. Effective partnership working will be essential if we are to extend our reach and impact.

11 Evidence-driven We need to build a body of evidence to prove what is working as we work towards our goals. We cannot rely on anecdote. We will build on our existing research to further demonstrate the impact we make on people s lives. We must do this if we are to truly be understood by wider society evidencing our relevance and impact. Sharing and celebrating successes We will achieve more by sharing best practice across the Movement and celebrating successes. We ll find new ways of ensuring we are learning from each other and recognising best practice. Innovation Scouting began with a single, inspired idea and we haven t forgotten the power of innovation. Fresh thinking is the only way to help us achieve our ambitious aims. We will encourage new thinking across the Movement to stimulate creative solutions to age old challenges. Youth-shaped If we empower young people to drive decision-making this will stimulate new thinking and enable us to stay in touch with a fast-changing world. Using digital technology It is an inescapable fact that we live in a digital world. That is why we are investing in digital technology nationally and locally, making our new membership system (Compass) central to making Scouting easier, more efficient and less time consuming. We need to seize the opportunities digital technology offers us to reach new communities, share and debate our ideas, communicate and make volunteering easier.

12 Annual Salary: Starting salary non-negotiable at 20,694 per annum (including Outer London Weighting) which represents Level 1 of Band C. This is a one year fixed term contract Salaries are paid monthly by direct transfer on or about the 20 th of the month. Overtime is not paid although time of in lieu may be authorised. Hours of Work: 35 hours per week Location: Gilwell Park, Chingford, London. Holiday Entitlement: 25 days per year plus bank holidays. This increases after two years service to 28 days and after five years to 32 days.* Notice Period: 1 week Employee Benefits an introduction The Scout Association is keen to ensure that employees are offered a range of attractive benefits. At the same time, we also need to cater for a variety of needs and lifestyles. Benefits apply to employees upon completion of three months in their role unless otherwise stated. Looking after your health and wellbeing Simply Health medical scheme Employees have access to the Simply Health medical scheme. Full details are available on employment but a summary of the benefits is as follows: Dental 100% - up to 120 Optical 100% - up to 120 Face to face counselling sessions up to 6 sessions Private consultation and diagnostics 100% - up to 300 Physiotherapy/Osteopathy/Chiropractic/Acupuncture/Homeopathy 75% - up to 300 There is an opportunity to add a partner and up to four children to this scheme at an additional cost to the employee. Sickness Absence The Association pays sickness above the statutory minimum requirement. Keeping fit and active Employees can benefit from discounted rates on gym membership. Being a member of the Health Club and Wellbeing Scheme gives you and your family access to the lowest corporate membership rates at over 2,000 health clubs, gyms and leisure centres across the UK. Food and Drink Free lunch is provided to all employees when they are working at Gilwell Park, between Monday and Friday. Alternative arrangements are in place for staff at our Scout Activity Centres. Free

13 beverages are available at all sites. This benefit is available immediately upon taking up employment. Looking after your future Pension For all employees, the Association has a Group Personal Pension Plan. This plan allows employees to contribute a minimum of 1.5% of their gross salary up to the maximum allowed within HMRC limits. The Association will contribute twice the employee s contribution, up to a maximum of 10% of gross salary. Life Assurance All employees are covered by a scheme which pays two times the basic salary in the event of death in service. Getting to and from work Interest free season ticket loan Employees may apply for a loan to assist with the purchase of a travel season ticket. The loan will be paid back monthly by automatic deduction from salary. Car parking All sites offer free car parking to employees Cycle to Work scheme This scheme is a form of salary sacrifice which enables employees to purchase a bicycle through the Government s Cycle to Work Scheme and can save you up to 50% on the retail value (depending on the employees tax bracket). Minibus Service (Gilwell Park) A minibus service is provided which collects colleagues at 08:40 and 08:50 from Chingford Station and drops off to the same location at 17:00 hours. Looking after your nearest and dearest Carer s Leave Up to three day s paid leave a year please see our Leave policy. Maternity Leave The Association pays maternity leave above the statutory minimum requirement. Paternity Leave The Association pays paternity leave above the statutory minimum requirement. Childcare Vouchers This scheme is a form of salary sacrifice, enabling employees to purchase childcare vouchers. Start and finish time Employees can apply for some flexibility on their start and finish times of work. Making your money go that little bit further Scout Shops purchase Employees can make purchases from Scout Shops LTD with a discount of 25% on certain items, excluding uniforms.

14 Restaurant discount card This discount card is in conjunction with TasteCard and allows a range of discounts (up to 50%) on a range of restaurants across the UK. This can be purchased for approximately 30. Developing yourself and others Study and volunteer leave Special leave includes paid leave for volunteering and study leave. Human Resources 2014

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