Overview
If you’re seeking a role where you can really make a difference and support vulnerable people, this opportunity could be for you. You’ll receive excellent training from the Trainer who said “It’s genuinely a Great place to work” and from 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 its employees and encourages career development within the organisation.
Job Title
Helpline Advisor
Location
Dover, Kent
Working Arrangements
Hybrid working: office-based during probation (6 months). Hybrid pattern available on an individual basis: 4 days from home, 1 day in the office.
Contract and Start
Duration: 9 month fixed-term contract initially, with the role made permanent for successful candidates.
Start date: October, November and December 2025.
Salary and Benefits
* Salary: £25,710 rising to £28,670 after completing a 6 month probationary period
* 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 hours between Monday – Friday 8am–8pm, 35 hours a week. No weekends or bank holidays.
Team and Role Overview
You will work as part of a vibrant and committed team, expanding to continue the excellent work in supporting individuals and families. The helpline provides advice, guidance, and support via telephone. The work is rewarding, empowering people in need, sharing information, and helping them through the process. You will receive in-depth training on regulatory standards and procedures and commit to good practice in a supportive environment.
Your key responsibilities
* Efficiently and empathetically handle inbound calls from clients, working as part of the helpline team in a fast-paced setting; address varied queries, offer support, and ensure compliance with applicable regulatory requirements, policies, and procedures to provide correct advice and resolution at first point of contact.
* Work closely with colleagues and other departments to ensure applications for support are dealt with accurately and swiftly.
* Support clients following complex safeguarding disclosures, raising concerns with relevant departments and authorities per set procedures.
* Provide exemplary professional service through active listening and clear verbal and written communication to external and internal clients.
* Collaborate as part of a team to achieve organizational targets and KPIs.
* Attend regular coaching/mentoring sessions, 1-2-1s, team meetings, training, and appraisals.
* Keep full, concise, and up-to-date records; complete case follow-up within requisite timescales and undertake necessary administrative tasks.
Skills and Experience
* Proven experience delivering exemplary customer service
* Experience working in a call centre, customer service, or high-pressure 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 motivation, resilience, and emotional intelligence
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