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- Tasks: Support clients through calls and emails, providing guidance and emotional support.
- Company: Join Relate at Family Action, a team dedicated to making a positive impact in people's lives.
- Benefits: Enjoy remote work flexibility and a homeworking allowance, plus a supportive team environment.
- Why this job: Make a real difference while developing your skills in a compassionate and inclusive workplace.
- Qualifications: GCSEs in English and Maths, plus customer service experience and strong interpersonal skills required.
- Other info: This is a part-time, temporary role with opportunities for personal growth and service development.
The predicted salary is between 24000 - 25000 £ per year.
£24,206 FTE + £480 FTE homeworking allowance per annum (pro-rata for part-time)
Support Service Advisor
Service: Service Delivery Team within Relate at Family Action
Location: Remote homebased
Hours: 20 hours per week (part-time)
Salary: £24,206 FTE + £480 FTE homeworking allowance per annum (£13,084.32 + £259.46 homeworking allowance per annum for part-time, 20 hours per week)
Contract type: Temporary (1-year fixed term)
Are you passionate about delivering outstanding customer service and making a real difference to people\’s lives? Join Relate at Family Action as a Support Service Advisor!
We are looking for a dedicated and compassionate Support Service Advisor to be the welcoming first point of contact for our clients. You will play a crucial role in providing clear guidance, emotional support, and helping individuals connect with the right services to support their journey.
What you\’ll be doing:
• Handling inbound calls, emails, and digital enquiries with empathy and professionalism.
• Identifying client needs and referring or signposting to appropriate services.
• Managing financial transactions and ensuring accurate record keeping.
• Maintaining client records on systems such as Penelope and Acuity.
• Supporting a seamless client experience from triage to allocation.
• Contributing to service development by trialling new access methods and gathering client feedback.
• Assisting with complaints management in line with policies.
• Providing cover and mentoring support for new team members when needed.
What we’re looking for:
• GCSEs (or equivalent) in English and Maths.
• Proven experience delivering excellent customer service in a client-facing role.
• Strong interpersonal skills with empathy, respect, and patience at the core.
• Competency using Microsoft Office and CRM/database systems.
• Commitment to equality, diversity, inclusion, and organisational values.
• A positive, adaptable approach and the ability to work both independently and as part of a team.
Desirable:
• A customer service or business administration qualification (e.g., NVQ Level 2 or 3).
• Experience working collaboratively in a team environment and contributing to service improvements.
Why join us?
You’ll be part of a supportive, friendly team committed to making a positive impact. We offer a flexible, remote working environment and the opportunity to contribute meaningfully to the client experience at every step.
To Apply:
• Click the ‘Apply’ link below and fill out our digital application form
• Closing Date: Monday 7th July 2025 at 11.59pm
Appointments are subject to satisfactory Safer Recruitment checks, including a Disclosure and Barring Service (DBS) check where appropriate to the role.
*Ordinarily Family Action appoints new starters at the starting point of the salary scale (with subsequent annual pay progression), unless you have experience that would justify appointment further up the salary scale or there are any other exceptional reasons.
ID: 1497
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Support Service Advisor employer: Webrecruit for Family Action
Contact Detail:
Webrecruit for Family Action Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Service Advisor
✨Tip Number 1
Familiarise yourself with the services offered by Relate at Family Action. Understanding their mission and the specific support they provide will help you demonstrate your passion for customer service during any interviews or discussions.
✨Tip Number 2
Practice active listening skills. As a Support Service Advisor, you'll need to empathise with clients and understand their needs. Role-play scenarios with friends or family to enhance your ability to respond thoughtfully and compassionately.
✨Tip Number 3
Get comfortable with CRM systems and Microsoft Office. Since you'll be managing client records and financial transactions, having a good grasp of these tools will not only boost your confidence but also show your readiness for the role.
✨Tip Number 4
Network with current or former employees of Family Action if possible. They can provide insights into the company culture and expectations, which can be invaluable in tailoring your approach when applying for the position.
We think you need these skills to ace Support Service Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Support Service Advisor position. Tailor your application to highlight how your skills and experiences align with these expectations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to empathise with clients. Use specific examples from your past experiences to demonstrate your interpersonal skills and commitment to supporting others.
Highlight Relevant Experience: In your CV, emphasise any previous roles where you provided customer service or support. Include details about your experience with handling inquiries, managing records, and using CRM systems, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your application materials for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are important in a client-facing role.
How to prepare for a job interview at Webrecruit for Family Action
✨Show Your Empathy
As a Support Service Advisor, empathy is key. During the interview, share examples of how you've handled difficult situations with clients in the past. This will demonstrate your ability to connect with people and provide the emotional support they need.
✨Familiarise Yourself with Relevant Systems
Since you'll be using systems like Penelope and Acuity, it's beneficial to mention any experience you have with similar CRM or database systems. If you don't have direct experience, do some research on these tools to show your willingness to learn.
✨Highlight Your Customer Service Experience
Prepare to discuss your previous roles in customer service. Focus on specific instances where you went above and beyond to assist a client, as this aligns perfectly with the expectations for this role.
✨Demonstrate Team Spirit
This position requires collaboration and mentoring. Be ready to talk about times when you've worked effectively in a team or helped train new colleagues. This will showcase your adaptability and commitment to fostering a positive work environment.