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Helpline Advisor •Hybrid | £28.6k | No weekends •

Helpline Advisor •Hybrid | £28.6k | No weekends •

Office AngelsDover, England, United Kingdom
22 days ago
Job type
  • Permanent
  • Temporary
Job description

Overview

If you're seeking a role where you can really make a difference and support vulnerable people, this opportunity may be a great fit. You will receive extensive training from the Trainer and support from the Recruiting Manager. The company values its employees and supports career development.

Job details

Job Title : Helpline Advisor

Location : Dover, Kent

Hybrid working : Office-based during probation (6 months). Hybrid pattern available on an individual basis : 4 days working from home, 1 day in the office.

Duration : 9-month fixed-term contract initially, with the role becoming permanent for successful candidates.

Start date : October, November and December 2025

Salary : £25,710 rising to £28,670 after completing a 6-month probation

Benefits

  • 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

Hours : Rotational between Monday - Friday, 8am-8pm, 35 hours per week. No weekends or bank holidays.

Your team

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 role is rewarding, empowering people in need by sharing information and providing tools to navigate 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, addressing varied queries, and ensuring resolution at first point of contact in compliance with applicable policies and procedures
  • Work 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 procedures
  • Provide exemplary professional service through active listening, and clear verbal and written communication
  • Collaborate as part of a team to achieve organisational targets and KPIs
  • Attend regular coaching / mentoring sessions, 1-2-1s, team meetings, training, and appraisals
  • Keep full, concise, up-to-date records and complete case follow-up within required timescales; undertake necessary administrative tasks

    • Skills and experience

  • Proven experience delivering exemplary customer service
  • Experience in a call centre / customer service / pressured environment and meeting deadlines
  • Ability to multitask across multiple systems while communicating verbally
  • High attention to detail and systematic record-keeping
  • High motivation, resilience, and emotional intelligence

    • The recruitment process

  • DBS check required
  • Right to work in the UK : provide documents such as passport or other right-to-work documents
  • Provide full employment history for the previous 3 years and cover any gaps

    • Interview process

    1 face-to-face interview; we will help you prepare fully.

    Next steps

    If you have the above skills and experience, please apply today. This is an incredible opportunity to grow your career with the company.

    Alternatively, if you know someone suitable, please share the details. Refer a friend and receive a £100 voucher (terms apply).

    Please note if your skills match the requirements you will receive an email from us. Check junk mail and call us on 01233 611780 within 24 hours to discuss the position with Emma (Candidate Manager) or Nicola (Permanent Consultant).

    We look forward to your application.

    About Office Angels

    Office Angels is an employment agency and business. We are an equal-opportunities employer who values expertise, energy and enthusiasm to improve everyone's chance of being part of the workplace. We respect people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. If you require reasonable adjustments at any stage, please let us know and we will support you.

    Office Angels acts as an employment agency for permanent recruitment and an employment business for temporary workers. Office Angels UK is an Equal Opportunities Employer.

    By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement is available on our website.

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    Helpline Advisor • Dover, England, United Kingdom