Helpline Advisor

Job Title: Helpline Advisor

Location: Dover (9 minutes from station, free parking available)

Contract: 12-month contract

Hours: 35 hours per week (rotational shifts between 8am–8pm)

Salary: £26,739 starting, rising to £29,602 after 6 months

About the Role

You’ll be the first point of contact for callers, providing guidance, support, and signposting to relevant services. You’ll also handle safeguarding escalation and maintain service KPIs. This is not a sales role.

Key Responsibilities

• Handle inbound support calls with empathy and professionalism
• Escalate safeguarding issues appropriately
• Signpost callers to relevant departments and services
• Maintain accurate records and meet performance standards

Qualifications & Experience

• Previous experience in a call centre or customer service role preferred
• Awareness of safeguarding practices beneficial
• Excellent verbal communication and listening skills
• Ability to work flexibly across rotating shifts
• Strong attention to detail and time management

Training & Benefits

5‑week training programme (classroom and supported calls). Hybrid working available after 3 months (typically 1 day per week in office). 8% non‑contributory pension. Extra annual leave per year of service (up to 5 years). Perkbox rewards and £500 referral bonus.

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