Disclosure Service Advisor

About the role Join a charity that’s passionate about safeguarding children and vulnerable adults. If you want your work to have a real-world impact, this is the role for you. What You’ll Do: You’ll be part of our Disclosures & Training team, working collaboratively to provide administrative and customer service support. This is a front-line role where you’ll: Deliver excellent customer service, offering advice and guidance to callers and managing enquiries via phone, email and post. Process disclosure applications accurately, ensuring legal compliance and liasing with the Disclosure and Barring Service or AccessNI. Maintain and update customer and membership records using Microsoft Dynamics, resolving queries and discrepancies as needed. Support team operations through triage participation, reporting, training, and adherence to GDPR, organisational policies, and health & safety standards. This role offers a valuable opportunity to apply specialist knowledge alongside practical problem-solving - supporting efficient, compliant, and high-quality disclosure services across thirtyone:eight. Why You’ll Love Working Here: Purpose-driven work: Everything you do helps protect children and vulnerable adults. Flexible working options: Balance your life and work with hybrid arrangements. Professional growth: Opportunities to learn, innovate, and lead. Supportive culture: Join a friendly, collaborative team that values your ideas. If you enjoy delivering excellent customer service, handling detailed processes, and contributing to work that makes a meaningful difference, we’d love to hear from you. Main Responsibilities Provide advice and guidance to members phoning the Disclosure Service and to give a consistently high level of customer service. Maintain computer records relating to the provision of thirtyone:eight membership and disclosure service Participate in an effective and appropriate triage system operated for callers to the training team. Processing disclosure application forms ensuring that they meet legal requirements. Specific Responsibilities Deal with incoming post, emails and telephone enquiries relating to the operation of the Disclosure Service. Carefully check information received to ensure completeness, following up any enquiries necessary by post, telephone or e-mail. Check and countersign online disclosure application forms and then forward the application to the Disclosure and Barring Service or AccessNI for processing. Enter details of disclosure applications and members of thirtyone:eight on the database (Microsoft Dynamics). Follow up all queries, discrepancies and other issues as appropriate with client churches/organisations and the Disclosure and Barring Service. Participate in internal and external meetings and training events as required – mostly online but occasionally in-person. Prepare reports and data information as requested. At all times work within the policies and Code of Practice laid down by the Disclosure and Barring Service, thirtyone:eight and UK Data Protection Legislation and GDPR. Under the Health & Safety at Work Act and associated guidance, take adequate care for the health and safety of oneself and other persons who may be affected by an individual’s acts or omissions. Undertake any other reasonable duty or task in accordance with the objectives of the post. Person Specification A) Essential Personal Characteristics and Qualities: Humility - Having a modest view of your own importance. Integrity - The quality of being honest and having strong moral principles. Openness - Acceptance of, or receptiveness to change or new ideas. Collaborative - Involving two or more parties working together. Solution-focused - Concentration in problem solving or dealing with a difficult situation. Learning - Knowledge acquired through study, experience, or being taught. Creative - Having good imagination, thinking differently, or having original ideas. Fair - Treating people equally without favouritism or discrimination. Committed - Dedicated to a certain course, cause or policy. Passionate - Having or showing strong feelings or beliefs. B) Essential Experience: Experience of processing large volumes of DBS checks. A detailed understanding of the legal eligibility for Enhanced DBS checks within a faith setting. Broad-based experience of working in an office environment. Experience of dealing with clients/customers over the telephone. Good computer skills (MS Office applications as a minimum). C) Essential Abilities, Knowledge & Motivation: These are the skills we regard as essential for the role: Significant working knowledge of DBS Eligibility Excellent telephone manner Excellent written and verbal communication skills Ability to be self-motivated and to work with the minimum of supervision Ability to identify with and accept the aims of thirtyone:eight as a Christian social work organisation Calm, non-judgemental attitude with sensitivity and tact to enable an appropriate initial respons