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Office Angels Logo Office Angels · Customer Service

Helpline Advisor

United Kingdom, Dover Employment contract 25710.00 - 28670.00 GBP / Year · Job Posted January 19, 2026
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Job Description

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 you'll be working for have incredible Company values, visions and goals. They also believe in each individual employee being valued and encouraged to develop their career within this company. 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 extremely rewarding, by empowering people in real need, sharing information and providing them with the 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.

Job Responsibility

  • 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 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 within the requisite time scales and undertake any necessary administrative tasks in relation to the work

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
  • 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
  • Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment.

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
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