Helpline Advisor Hybrid

Helpline Advisor *Hybrid | £28.6k | No weekends – Dover, Kent

• £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

Hours

• Monday – Friday 8am-8pm
• 35 hours a week
• No weekends or Bank holidays

The role of Helpline Advisor *Hybrid | £28.6k | No weekends

• Efficiently and empathetically handle inbound calls from clients, offering support and compliance with all applicable and regulatory requirements.
• Work closely with colleagues and other departments to ensure applications for support are dealt with accurately and swiftly.
• Support clients following complex safeguarding disclosures, raising any concerns with 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.

The ideal Helpline Advisor *Hybrid | £28.6k | No weekends

• 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