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For Companies At a Glance
- Tasks: Support individuals in need by handling calls and providing essential information.
- Company: Join POhWER, a dedicated organisation empowering voices in the community.
- Benefits: Enjoy 25 days leave, health plans, and flexible working options.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication skills and empathy for vulnerable individuals required.
Location: Birmingham area, B9 4AA
Salary: £25,877.80
Expiry Date: 17th April 2026
The role
Are you passionate about making a difference in people's lives? Do you thrive in a dynamic, fast-paced environment? Are you ready to take on a role that impacts your community? An exciting opportunity has arisen for a full-time Help Hub Advisor to join our Birmingham team!
This is a hybrid role, with the expectation that you will be on-site full-time for the first month during training and induction.
As a Help Hub Advisor, you will be at the heart of our client support service, ensuring every interaction reflects the professionalism and care POhWER is known for. Your day-to-day responsibilities will include:
- Handling high volumes of inbound calls with confidence, clarity, and empathy, often supporting vulnerable individuals who may be distressed or unsure of how to access support.
- Managing contact from clients, professionals, and others enquiring about POhWER services, following guidance and processes while presenting a positive and professional image of our organisation.
- Maintaining our database with exceptional attention to detail, ensuring accurate and up-to-date records.
- Responding to enquiries through multiple channels—telephone, voicemail, email, letter, and website and directing clients to the right services.
- Processing referrals and triaging them effectively to ensure clients receive timely and appropriate support.
- Providing clear information and signposting to relevant agencies when needed.
- Directing enquiries to appropriate team members and supporting smooth communication across the organisation.
- Participating in meetings, training, and development activities to enhance your skills and contribute to team growth.
- Handling nationwide enquiries, including complex cases or advocacy referrals, with professionalism and care.
Hours of Work: Full-time: 37 hours, Monday to Friday, 8am–4pm, 9am–5pm, or 10am–6pm according to the service rota
Location: Birmingham (Hybrid, on-site for first month)
Salary: £25,877.80 per annum
Contract Type: Permanent
Help Hub Advisor Requirements:
Essential:
- Strong call-handling and research skills, ideally within a customer service or helpline role
- Experience dealing with vulnerable individuals, demonstrating empathy, patience, and resilience
- Proficient IT skills, including Microsoft Office and experience using CRM systems, with the ability to navigate multiple systems at once
- Experience of accurate data entry to databases
- Confident and clear verbal communication skills
- Knowledge and understanding of safeguarding protocols
- Understanding of the principles and application of data protection
Desired:
- Knowledge of statutory and non-statutory advocacy, public sector, and third-sector services
Benefits:
- 25 days annual leave plus bank holidays (rising to 30 days after 5 years’ service), with the option to buy or sell up to 5 days leave, plus your birthday off as an additional holiday after 1 year service
- Discretionary shutdown days at Christmas with up to 4 additional days leave
- 1 Community Leave Day per year
- Cash Wellbeing Healthcare Plan covering optical, dental, alternative therapy and more
- Auto-enrolment pension plan
- Death-in-service cover
- Bike-to-work scheme
Meet the Organisation: Who We Are and What We Do
At POhWER, we are committed to empowering individuals and enabling their voices to be heard. We provide advocacy and information services to support people in making effective decisions about their health and social care. Our team is dedicated to listening, exploring options, and taking action to meet our clients' best interests.
Think you are the perfect fit for this Help Hub Advisor role? Don't wait! Apply now with your CV and cover letter.
Closing Date: 9AM, Thursday 17th April 2026 (We reserve the right to close this vacancy early)
Interview Date: TBC
A DBS check and National Offender Management Service vetting will be conducted for this position.
We are proud to support our colleagues from the armed forces, signing the Armed Forces Covenant in August 2024.
POhWER is an equal opportunities employer, holder of the Investors in People Silver award, and a member of the MINDFUL EMPLOYER scheme. We are a Level 2 Disability Confident employer, and disabled applicants who meet all the essential criteria will be guaranteed an interview.
POhWER is committed to equality, diversity, and inclusion. We encourage applications from all backgrounds, cultures, and abilities, and particularly welcome candidates from groups currently underrepresented in our workforce. Our goal is to foster an inclusive environment where everyone feels valued and empowered to contribute. This includes, but is not limited to, people with disabilities, women, men, Black, Asian and other racially minoritised people, and LGBTQ+ individuals.
To help embed inclusion for all from day one, we offer a range of family-friendly, inclusive employment policies, flexible working arrangements, and employee networks to support people from different backgrounds.
Help Hub Advisor in Birmingham employer: POHWER
Contact Detail:
POHWER Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Hub Advisor in Birmingham
✨Tip Number 1
Get to know the company before your interview! Research POhWER's values and mission, so you can show how your passion for making a difference aligns with their goals. This will help you stand out as a candidate who truly cares.
✨Tip Number 2
Practice your call-handling skills! Since this role involves managing high volumes of calls, try role-playing with a friend or family member. This will boost your confidence and help you communicate clearly and empathetically during the real deal.
✨Tip Number 3
Prepare some questions to ask during your interview. This shows you're genuinely interested in the role and the team dynamics. Think about what you want to know regarding the training process or how success is measured in the Help Hub.
✨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 on joining the POhWER team. Good luck!
We think you need these skills to ace Help Hub Advisor in Birmingham
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for making a difference shine through. We want to see how you connect with our mission and how you can contribute to the community as a Help Hub Advisor.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for this role. Highlight your relevant experience, especially in customer service and dealing with vulnerable individuals, so we can see why you're the perfect fit!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and structure your information logically. This will help us quickly understand your skills and experiences.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at POHWER
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the Help Hub Advisor role. Familiarise yourself with the responsibilities and requirements listed in the job description. This will help you articulate how your skills and experiences align with what they’re looking for.
✨Showcase Your Empathy
Since this role involves supporting vulnerable individuals, be prepared to discuss your experience dealing with such situations. Share specific examples that highlight your empathy, patience, and resilience. This will demonstrate that you can handle the emotional aspects of the job effectively.
✨Brush Up on Your IT Skills
As a Help Hub Advisor, you'll need to navigate multiple systems and maintain accurate records. Make sure you're comfortable with Microsoft Office and any CRM systems you’ve used before. If you have time, practice using similar software to boost your confidence.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training processes, and how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.