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- Tasks: Support clients through inbound calls, ensuring compliance and providing empathetic assistance.
- Company: Join a supportive team with a focus on work-life balance and professional growth.
- Benefits: Enjoy a competitive salary, 25 days leave, free parking, and enhanced family provisions.
- Why this job: Make a real difference by helping clients while enjoying a flexible, hybrid work environment.
- Qualifications: Customer service experience and strong multitasking skills are essential.
- Other info: No weekends or bank holidays, plus opportunities for coaching and development.
The predicted salary is between 25710 - 28670 £ per year.
Helpline Advisor Hybrid
- £25,710 rising to £28,670 per year
- 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
Job Title: Helpline Advisor
Location: Dover, Kent
Hybrid working: This position will be office-based during your probationary period of 6 months. Hybrid working pattern is available, which is reviewed on an individual basis, 4 days working from home, 1 day in the office.
Duration: 9-month FTC initially, the role is then made permanent for successful candidates.
Start date: October, November and December 2025
Hours:
- Rotational between the hours of Monday – Friday 8 am – 8 pm
- 35 hours a week
- No weekends or Bank holidays
The role of Helpline Advisor Hybrid:
- 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 KPIs
- 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
The ideal Helpline Advisor Hybrid:
- 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
The Recruitment process:
- 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 i.e. passport or other right to work documents such as work visa, settled status document, certificate of registration, naturalisation as a British citizen, Biometric Residence Permit, etc.
- Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment
Interview process:
- 1 Face to face Interview, we\’ll help you prepare fully.
Helpline Advisor Hybrid employer: Hireonline
Contact Detail:
Hireonline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpline Advisor Hybrid
✨Tip Number 1
Get to know the company! Research their values and mission. When you understand what they stand for, you can tailor your conversations to show how you fit right in.
✨Tip Number 2
Practice your active listening skills. During interviews or calls, make sure you’re really hearing what’s being said. This will help you respond more effectively and show that you genuinely care about the client’s needs.
✨Tip Number 3
Don’t shy away from showcasing your multitasking abilities. Be ready to share examples of how you’ve juggled multiple tasks in a busy environment. It’s all about demonstrating that you can handle the pressure!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Helpline Advisor Hybrid
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service. We want to see how you've handled calls and supported clients in the past, so share specific examples that showcase your skills!
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point. This will help us understand your qualifications quickly!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to the Helpline Advisor role. Mention how your skills align with our needs, especially around empathy and teamwork.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Hireonline
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Helpline Advisor role. Familiarise yourself with the key responsibilities like handling inbound calls and supporting clients. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role requires exemplary customer service skills, prepare examples from your past experiences where you've successfully handled challenging situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your ability to empathise and communicate effectively.
✨Demonstrate Teamwork and Collaboration
The job involves working closely with colleagues and other departments, so be ready to discuss how you've collaborated in previous roles. Share specific instances where teamwork led to achieving targets or resolving issues, showcasing your ability to work well in a team environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and emotional intelligence. Think about how you would handle complex safeguarding disclosures or manage multiple tasks under pressure. Practising these scenarios can help you respond confidently during the interview.
