Helpline Advisor

Job Title:

Helpline Advisor

Location:

Dover (9 minutes from station, free parking available)

Contract:

12-month contract

Hours:

35 hours per week (rotational shifts between 8am–8pm)

Salary: £26,739 starting, rising to £29,602 after 6 months

You'll be the first point of contact for callers, providing guidance, support, and signposting to relevant services. You’ll also handle safeguarding escalation and maintain service KPIs. 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 per week in office). 8% non‑contributory pension. Extra annual leave per year of service (up to 5 years). Perkbox rewards and £500 referral bonus.