Overview
If you're seeking a role where you can really make a difference and support vulnerable people then we have the perfect opportunity for you. You\'ll receive excellent training from the Trainer who said "It\'s genuinely a Great place to work" and a Recruiting Manager who said they \"like making a difference and supporting people with the process as well as seeing people grow in their careers\". The company values, visions and goals focus on valuing each employee and encouraging career development within the company.
Job Title and Details
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 rewarding, empowering people in real need, sharing information and providing 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.
Your 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 correct advice and guidance and ensure 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
Skills and Experience
* Proven experience providing exemplary customer service
* Experience working in a call centre/customer service/pressured environment and meeting deadlines
* Ability to multitask using multiple systems while communicating verbally
* High attention to detail and systematic working, particularly in accurate record keeping
* High level of motivation, resilience, and emotional intelligence
The Recruitment Process
* This post is subject to a DBS check
* You will need to provide documents to show right to work in the UK (e.g., passport or other right to work documents)
* Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps
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 an incredible opportunity where you can 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 (terms apply).
Please note if your skills match the requirements for the job you will receive an email from us. If you do please call us on 01233 611780 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.
Equal Opportunity and Privacy
Office Angels is an equal opportunities employer who respects and appreciates people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We provide reasonable adjustments on request.
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 is available on our website.
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