Helpline Advisor, Office Angels

Helpline Advisor

Office Angels

Location:
United Kingdom, Dover

Category:
Customer Service

Contract Type:
Not provided

Salary:

25710.00 - 28670.00 GBP / Year

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Job Description:

Helpline Advisor role providing advice, guidance, and support via telephone helpline service to support vulnerable people and families. The work involves handling inbound calls, offering support, compliance with regulatory requirements, and ensuring resolution at first point of contact.

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 and/or suitable documentation to cover any gaps in employment
Subject to a DBS check

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 12, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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