At a Glance
- Tasks: Provide compassionate support and guidance to individuals in need through a helpline.
- Company: Join Jewish Care, a values-led organisation dedicated to community support.
- Benefits: Competitive salary, supportive environment, and opportunities for 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 and strong communication skills required.
The predicted salary is between 30000 - 40000 € per year.
The Senior Helpline Advisor plays an important role in delivering high-quality information, advice, and support to individuals accessing Jewish Care Direct. Acting as a first point of contact, you will provide compassionate and professional support to callers, helping them access appropriate services and guidance tailored to their needs. You will manage complex enquiries, support safeguarding processes, and assist with coordinating referrals across internal and external services. The role also includes supporting junior team members, contributing to service improvements, and ensuring accurate record keeping.
About the Service
Jewish Care Direct is the organisation's 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.
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.
Work schedule: an average of 36.25 hours per week (Monday to Friday).
Key Responsibilities
- 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.
- 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
- A relevant social care or counselling qualification would be advantageous
Why Join Jewish Care?
Play a key role within a vital frontline service that supports individuals and families across the community every day. Join a supportive, values‐led organisation 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.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Senior Helpline Adviser in London employer: Jewish Care
Jewish Care is an exceptional employer, offering a supportive and values-driven work environment where compassion and collaboration are at the forefront. As a Senior Helpline Adviser, you will play a crucial role in providing vital support to individuals and families, with opportunities for professional growth and development within a diverse team dedicated to making a meaningful impact in the community. With a commitment to continuous learning and high standards of care, Jewish Care fosters an inclusive workplace that empowers employees to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Helpline Adviser in London
✨Tip Number 1
Get to know the company! Research Jewish Care Direct and understand their values and mission. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your active listening skills. As a Senior Helpline Adviser, you'll need to demonstrate empathy and understanding. Try mock interviews with friends or family where you focus on listening and responding thoughtfully to their concerns.
✨Tip Number 3
Prepare for complex scenarios! Think about past experiences where you've managed challenging situations. Be ready to share these examples during your interview to showcase your problem-solving skills and ability to handle pressure.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the team at Jewish Care Direct.
We think you need these skills to ace Senior Helpline Adviser in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Senior Helpline Adviser. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Compassion:In your written application, emphasise your ability to provide compassionate support. Share examples of how you've helped others in challenging situations, as this is key to our mission at Jewish Care.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that demonstrate your communication skills, especially since you'll be handling complex enquiries.
Apply Through Our Website:Don't forget to submit your application through our website! This ensures we receive all your details correctly and helps us process your application smoothly.
How to prepare for a job interview at Jewish Care
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Senior Helpline Adviser. Familiarise yourself with the types of enquiries you might handle and the services offered by Jewish Care Direct. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Compassionate Side
As this role requires a lot of empathy and understanding, be prepared to share examples from your past experiences where you've provided support in challenging situations. Highlight your active listening skills and how you've managed complex enquiries while maintaining a calm demeanour.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during your interview. Think about how you would handle difficult calls or assess vulnerability and urgency. Practising these scenarios can help you articulate your thought process and decision-making skills effectively.
✨Demonstrate Team Spirit
Since you'll be supporting junior team members and collaborating with various agencies, it's crucial to convey your ability to work well in a team. Share instances where you've mentored others or contributed to service improvements, showcasing your commitment to high standards and continuous learning.
