Helpline Advisor

Job Title: Helpline Advisor

Location: Dover (9 minutes from station, free parking available)

Contract: Permanent

Hours: 35 hours per week (rotational shifts between 8am-8pm)

Salary: Starting at £25,710, rising to £28,670 after 6 months

Our client is seeking compassionate and professional Helpline Advisors to join their growing support team. This is a rewarding role for individuals with strong communication skills and a passion for helping others.

You’ll be the first point of contact for callers, providing guidance, support, and signposting to relevant services. You’ll also elevate safeguarding concerns and maintain service KPIs (note: this is not a sales role).

• Handle inbound support calls with empathy and professionalism
• Escalate safeguarding issues appropriately
• Signpost callers to relevant departments and services
• Maintain accurate records and meet performance standards

• Previous experience in a call centre or customer service role preferred
• Awareness of safeguarding practices beneficial
• Excellent verbal communication and listening skills
• Ability to work flexibly across rotating shifts
• Strong attention to detail and time management

• 5-week training programme (classroom and supported calls)
• Hybrid working available after 3 months (typically 1 day/week in office)
• 8% non-contributory pension
• Extra annual leave per year of service (up to 5 years)
• Perkbox rewards and £500 referral bonus