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 in the UK.
- Benefits: Work in a supportive environment with opportunities for personal growth and development.
- Other info: Be part of a values-driven organisation that champions diversity and inclusivity.
- 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 are essential.
The predicted salary is between 30000 - 40000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. 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 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. 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.
Jewish Care is the largest provider of health and social care services for the Jewish community in the UK. Every week, we touch the lives of 10,000 people. We provide services to a range of people including older people, people with mental health needs and people living with dementia. Our five values are at the heart of the way we work. They drive how we act as individuals and as an organisation and shape our culture. We value Excellence, Integrity, Innovation, Compassion, and Inclusivity.
Jewish Care operate a rolling recruitment process and reserve the right to close the advert once a suitable candidate has been identified.
Senior Helpline Adviser employer: Jewish Care
Jewish Care is an exceptional employer that values its staff and fosters a supportive work culture, making it an ideal place for culinary professionals to thrive. With opportunities for personal and professional growth, employees can take pride in contributing to the well-being of the community while enjoying a dynamic kitchen environment across Greater London. The organisation also prioritises work-life balance, offering flexible hours and a collaborative atmosphere that encourages creativity and innovation in menu development.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Helpline Adviser
✨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 a Senior Helpline Adviser role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your active listening skills before the interview. As a Senior Helpline Adviser, you'll need to demonstrate empathy and understanding. Role-play with a friend or family member to get comfortable responding to complex enquiries.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Prepare examples of how you've handled challenging situations in the past. This will highlight your ability to assess urgency and risk, which is crucial for this role.
✨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 genuinely interested in joining Jewish Care and making a difference in the community.
We think you need these skills to ace Senior Helpline Adviser
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Helpline Adviser role. Highlight your relevant experience in helplines or support services, and show us how your skills align with what we're looking for.
Showcase Your Compassion:In your application, let your compassionate side shine through! Share examples of how you've supported individuals in challenging situations, as this is key to the role at Jewish Care.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and structure your thoughts logically so we can easily see your qualifications and experiences.
Apply Through Our Website:We encourage you to apply directly through our website. This way, you’ll ensure your application reaches us quickly and securely, and you’ll be one step closer to joining our amazing 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 values, the services they provide, 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, expect scenario-based questions that assess your problem-solving and decision-making skills. Think of examples from your past experiences where you managed complex or sensitive enquiries, and be ready to discuss how you handled them.
✨Showcase Your Compassionate Side
This role requires a high level of empathy and compassion. Be prepared to share stories that highlight your ability to support individuals through difficult situations. Demonstrating your emotional resilience and understanding of vulnerable populations will resonate well with the interviewers.
✨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 success is measured in the role. This shows that you’re not just interested in the job, but also in how you can contribute to the team and grow within the organisation.
