Helpline Advisor

Overview

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: Starting at £26,739 rising to £29,602 after 6 months

Role

Our client is seeking compassionate and professional Helpline Advisors to join their growing support team. This is a rewarding role for individuals with strong communication skills and a passion for helping others.

You’ll be the first point of contact for callers, providing guidance, support, and signposting to relevant services. You’ll also escalate safeguarding concerns and maintain service KPIs (note: 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

What We’re Looking For

• 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/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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