Helpline Advisor Hybrid
* £25,710 rising to £28,670 per year
* 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
Job Title: Helpline Advisor
Location: Dover, Kent
Hybrid working: This position will be office-based during your probationary period of 6 months. Hybrid working pattern is available, which is reviewed on an individual basis, 4 days working from home, 1 day in the office.
Duration: 9-month FTC initially, the role is then made permanent for successful candidates.
Start date: October, November and December 2025
Hours:
* Rotational between the hours of Monday - Friday 8 am - 8 pm
* 35 hours a week
* No weekends or Bank holidays
The role of Helpline Advisor Hybrid:
* Efficiently and empathetically handle inbound calls from clients, working as part of the helpline team in an ever-changing, fast-paced setting, dealing with varied queries, offering support, compliance with all applicable and 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, 1-2-1's, 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
The ideal Helpline Advisor Hybrid:
* 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 i.e. 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, etc.
* 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.