Overview
Job Title: Helpline Advisor
Location: Dover, Kent
Hybrid working: This position will be office based during your training for 2 weeks. Then you can work 2 days in the office, 3 days working from home.
Duration: 9 month FTC initially, the role is then made permanent for successful candidates.
Start date: November/December 2025
Salary: £28,639
Benefits:
* 25 days Annual leave + 8 Bank holidays
* Free parking
* 8% Employer pension contribution
* Flexibility and work life balance
* Enhanced family friendly provisions
* Additional holiday entitlements
* Perkbox benefits
* Non-contributory pension scheme
Hours: Rotational between the hours of Monday - Friday 8am-8pm, 35 hours a week. No weekends or Bank holidays.
Your Team
You will work as part of a vibrant and committed team which is expanding in number, to continue the excellent work it does in supporting individuals and families. The advice line plays an integral part in providing advice, guidance, and support via the telephone helpline service. The work is extremely rewarding, by empowering people in real need, sharing information and providing them with the tools to support them through the process. You will be working in a supportive environment, receiving in-depth training on regulatory standards and procedures as well as committing to good practice.
Key Responsibilities
* Efficiently and empathetically handle inbound calls from clients, working as part of the helpline team in a fast-paced setting, dealing with varied queries, offering support, and ensuring compliance with applicable regulatory requirements, policies, and procedures to provide the correct advice and guidance ensuring resolution at first point of contact
* Work closely with colleagues and other departments within the organisation to ensure applications for support are dealt with accurately and swiftly
* Support clients following complex safeguarding disclosures, raising any concerns with the relevant departments and authorities adhering to set procedures
* Provide an exemplary professional service through active listening, verbal, and written communication to both external and internal clients
* Work collaboratively as part of a team to achieve organisational targets and KPIs
* Attend regular coaching/mentoring sessions, 1-2-1s, team meetings, training, and appraisals
* Keep full, concise, and up-to-date records and complete case follow up within the requisite time scales and undertake any necessary administrative tasks in relation to the work
Skills and Experience
* Proven experience providing exemplary customer service skills/background
* Demonstrable experience of working in a call centre/customer service/pressured environment and meeting deadlines
* The capability to multitask using multiple systems at once whilst communicating verbally
* High attention to detail and working systematically particularly in accurate record keeping and timely records
* High level of motivation, resilience, and emotional intelligence
The Recruitment Process
* This post is subject to a DBS check
* You'll need to be able to provide documents to show your right to work in the UK (e.g., passport or other right to work documents such as work visa, settled status document, certificate of registration, naturalisation as a British citizen, Biometric Residence Permit)
* Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment
Interview Process
1 Face to face Interview, we'll help you prepare fully.
Next Steps
If you have the above skills and experience then please apply today - this is such an incredible opportunity where you can really grow your career at this company.
Alternatively, if you know someone who may be suitable for this role please share the details. If you successfully refer a friend for the above role, you will receive a £100* voucher of your choice! Terms apply*
Please note if your skills match the requirements for the job then you will receive an e-mail from us (remember to check your junk mail). If you do please call us on (phone number removed) ASAP or within 24 hours to discuss the position in further detail with Emma (Candidate Manager) or Nicola (Permanent Consultant).
We look forward to your application.
Company & Equal Opportunity
Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
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