Overview
The Silver Line Helpline is recruiting for 2 Loneliness & Support Officers to join their fantastic team providing a vital service to older people across the UK. The Silver Line Helpline is a free, confidential telephone service offering friendship, conversation and support to older people, 24 hours a day, 7 days a week.
Representing the values of The Silver Line Helpline and Age UK, you will be the first point of contact for incoming calls from older people in need of support or just a friendly chat. Given the nature of the helpline each day will be varied and you will need to be adaptable to lots of unique situations.
Working as part of this supportive team, you will adhere to all safeguarding procedures in order to keep callers safe from potential abuse or neglect.
Working Hours and Shift Pattern
We are recruiting for two part‑time overnight roles, each working 28 hours per week from 11:00 pm to 7:00 am at an enhanced night‑time hourly rate of £15.73.
These positions offer hybrid working between home and our Blackpool office. You are required to attend the office at least once a quarter and may be asked to attend for training or other reasons as needed. You will cover travel costs to the office yourself.
Weekend and bank holiday working is required on a shift pattern basis.
Responsibilities
Provide empathetic, patient and understanding support to older callers over the phone.
Maintain high standards with an emphasis on empathy, patience and understanding.
Use appropriate safeguarding procedures to protect callers.
Must Haves
Experience
* High levels of personal and emotional resilience and the ability to stay calm during challenging and pressured situations. A, I
* Ability to manage a busy workload and adapt to change in a fast‑paced service. A, I
Skills and Knowledge
* Knowledge of safeguarding with the ability to assess and manage risk independently. A, I
* Understanding and knowledge of mental health issues. A, I
* The resilience to work shifts when almost all time is spent on the phone, remaining engaged, active and responsive on every call. I
* Excellent IT skills including Microsoft Office, call handling, and CRM systems. A, I, T
* Ability to learn and become competent with new technology and systems. I, T
* Data entry skills. A, I, T
* Ability to multitask and focus on calls, whilst entering data and communicating effectively via IT systems. A, I, T
* Ability to work within and meet service KPIs on call length, utilisation and other key targets. I, T
* Ability to maintain clear boundaries with callers. I
* Understanding of the issues facing older people, particularly the impact of loneliness and isolation on older people. A, I
Personal Attributes
* Ability to respond in a non‑judgemental, empathetic, respectful and friendly manner in all situations. A, I
* Excellent interpersonal, customer service and communication skills, with the ability to adapt communication style to meet the needs of the caller. A, I
* Ability to navigate challenging topics of conversation with good listening skills and excellent conversational skills. A, I
* Ability to adhere to policies and procedures. A, I
* Being a positive team player. A, I
* A commitment to promoting equality and diversity. A, I
* A passion for supporting older people. A, I
Great To Haves
Experience
* Experience in working in services to support older people. A, I
* Experience working with colleagues remotely. A, I
* Experience working within services that operate outside of normal working hour. A, I
What We Offer In Return
* Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
* Excellent pension scheme, life assurance, Health cashback plan and EAP
* Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
* Tech scheme – buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
* Blue Light Card Scheme
* You Did It Awards – recognition awards from £100‑250
* Many additional benefits
Equal Opportunities & Disability Confident Scheme
Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. Age UK is a Disability Confident Scheme employer. Due to high numbers of applications received, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job.
Reasonable Adjustments
Disabled job seekers can access reasonable adjustments at any stage of the recruitment process. All requests for reasonable adjustments are considered on a case‑by‑case basis, in collaboration with the disabled job seeker to best meet their needs, by contacting the Recruitment Team. Disability disclosures will be kept confidential and only shared on a need‑to‑know basis to support the implementation adjustments. Disclosures will not be used to inform hiring decisions.
Commitment to Safeguarding
Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.
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