At a Glance
- Tasks: Lead a compassionate team providing vital support and advice to the community.
- Company: Join Jewish Care, the largest health and social care charity for the Jewish community.
- Benefits: Enjoy a supportive environment with opportunities for personal and professional growth.
- Other info: Be part of a diverse team committed to compassion and continuous learning.
- Why this job: Make a real difference in people's lives while developing your skills in a rewarding role.
- Qualifications: Experience in helpline support, strong communication skills, and a passion for helping others.
The predicted salary is between 30000 - 40000 € per year.
At Jewish Care, we are proud to be the largest health and social care charity serving the Jewish community in London and the South East. Every week, our services support more than 12,000 people through care homes, community centres, retirement living, social work, community support, and mental health services. We are looking for an experienced and compassionate Senior Helpline Adviser to join our Jewish Care Direct (JCD) team, helping to lead and support the delivery of a high-quality information, advice, and support service for the community.
About the service
Jewish Care Direct is the organisations central access point for information, advice, and support. Working closely with the INTAKE Service, the team responds to more than 15,000 enquiries each year, supporting individuals, families, carers, professionals, and members of the community. The service provides guidance and support across a wide range of areas including health, social care, mental health, housing, loneliness, safeguarding, and community support. As one of the first points of contact for the organisation, the team plays a vital role in ensuring callers receive a timely, professional, and person-centred response.
About the role
As a Senior Helpline Adviser, you will manage complex and sensitive enquiries while providing day-to-day guidance and support to Helpline Advisers and volunteers. You will use active listening, professional judgement, and problem-solving skills to assess need, identify urgency and risk, and determine the most appropriate course of action. Alongside responding directly to callers, you will support colleagues with challenging situations, contribute to reflective practice, and help maintain high standards across the service. This is a fast-paced and rewarding role requiring emotional resilience, excellent communication skills, and a strong commitment to delivering compassionate and effective support. This post is working an average of 36.25 hours per week (Monday to Friday).
What you'll be doing
- Responding to complex and sensitive telephone and email enquiries
- Providing accurate information, advice, referrals, and signposting
- Assessing vulnerability, urgency, and safeguarding concerns
- Supporting Helpline Advisers and volunteers with guidance and day-to-day operational support
- Assisting with difficult or escalating calls and coordinating multi-agency responses where required
- Promoting reflective and evidence-based practice through debriefs and ongoing support
- Maintaining accurate case records and confidential documentation
- Building effective relationships with internal teams and external agencies
- Supporting continuous improvement and high standards of customer care across the service
About you
We are looking for someone who is compassionate, calm under pressure, and experienced in supporting people through difficult situations. You will have:
- Experience working within a helpline, advice, or telephone support environment
- Experience managing complex, distressing, or challenging enquiries
- Experience supporting, mentoring, or supervising staff or volunteers
- Strong communication, active listening, and decision-making skills
- The ability to assess risk, vulnerability, and urgency appropriately
- Experience working in a fast-paced environment and managing competing priorities
- Excellent written skills, including case recording and referrals
- Confidence using IT systems including Microsoft Office 365 and databases
- A good understanding of safeguarding, confidentiality, GDPR, and social care systems
- Experience within health, social care, or community support services and a relevant social care or counselling qualification would be advantageous.
Why join Jewish Care?
This is an opportunity to play a key role within a vital frontline service that supports individuals and families across the community every day. You will join a supportive, values-led organisation that is committed to compassion, dignity, collaboration, and continuous learning. At Jewish Care, we value diversity and welcome applicants from all backgrounds. We are committed to creating an inclusive workplace where everyone feels respected, supported, and able to thrive.
Senior Helpline Adviser - Barnet employer: Jewish Care
Jewish Care is an exceptional employer, offering a meaningful opportunity to make a difference in the lives of individuals and families within the community. With a strong commitment to compassion and collaboration, employees benefit from a supportive work culture that prioritises continuous learning and professional development. Located in Barnet, this role as a Senior Helpline Adviser allows you to engage with a diverse range of cases while being part of a dedicated team that values inclusivity and respect.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Helpline Adviser - Barnet
✨Tip Number 1
Network like a pro! Reach out to your connections in the health and social care sector. Let them know you're on the lookout for opportunities, and who knows? They might just have the inside scoop on openings at Jewish Care or similar organisations.
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you would handle complex enquiries or support colleagues in challenging situations. Practising your responses can help you feel more confident when it’s time to shine.
✨Tip Number 3
Show off your skills! When you get the chance to chat with potential employers, highlight your experience in managing sensitive calls and your ability to assess risk. This will demonstrate that you’re the compassionate and capable adviser they need.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our mission at Jewish Care.
We think you need these skills to ace Senior Helpline Adviser - Barnet
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your relevant experience and skills that match the Senior Helpline Adviser role. We want to see how your background aligns with our mission at Jewish Care!
Showcase Your Compassion:In your written application, let your empathy shine through! Share examples of how you've supported individuals in challenging situations, as this is key for us in delivering high-quality support.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your points are easy to understand and directly address the job requirements.
Apply Through Our Website:We encourage you to submit your application via our website. It’s the best way for us to receive your details and ensures you’re considered for this important role in our community support team!
How to prepare for a job interview at Jewish Care
✨Know the Organisation Inside Out
Before your interview, take some time to research Jewish Care and its mission. Understand their services and the community they serve. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Given the nature of the Senior Helpline Adviser role, be ready to discuss how you would handle complex and sensitive enquiries. Think of specific examples from your past experience where you demonstrated active listening, problem-solving, and decision-making skills.
✨Showcase Your Compassionate Side
This role requires a compassionate approach, so be prepared to share stories that highlight your ability to support individuals through difficult situations. Emphasise your emotional resilience and how you maintain professionalism under pressure.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing training opportunities, or how they measure success in the helpline service. This shows your enthusiasm and helps you gauge if the organisation is the right fit for you.
