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Helpline Adviser

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Office Angels

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Location:
United Kingdom, Dover

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

25710.00 - 28670.00 GBP / Year
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Job Description:

Helpline Adviser role providing advice, guidance, and support via telephone helpline service to vulnerable individuals and families. The work involves empowering people in real need, sharing information and providing them with tools to support them through processes in a fast-paced, ever-changing setting.

Job Responsibility:

  • Efficiently and empathetically handle inbound calls from clients
  • Work closely with colleagues and other departments within the organisation
  • Support clients following complex safeguarding disclosures
  • Provide an exemplary professional service through active listening, verbal, and written communication
  • Work collaboratively as part of a team to achieve organisational targets and KPI's
  • 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

Requirements:

  • 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
  • Right to work in the UK
  • Full employment history for the previous 3 years
  • DBS check clearance
What we offer:
  • 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

Additional Information:

Job Posted:
September 19, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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