Customer Service Advisor

Westbank; Exminster; On-site; GBP 40,000 - 60,000; Full time

Job summary

A charity organization based in Exminster is seeking a Helpline Support Worker to assist unpaid carers through telephone, email, and webchat. This role demands excellent communication and customer service skills, along with the ability to operate effectively in a fast-paced environment. The ideal candidate will have recent experience supporting people with complex needs and a Level 3 Information & Advice qualification. Benefits include a competitive salary, generous annual leave, and opportunities for professional development.

Benefits

Generous annual leave

Wellbeing days

Company sick pay

On-site parking

Access to on-site gym

Cycle to Work scheme

Discounts for Kidzone services

Comprehensive staff benefits package

24/7 confidential staff advice line

Qualifications

• Recent experience in customer service and/or supporting people with complex needs.
• Excellent communication and interpersonal skills.
• Strong IT skills with confidence using multiple systems.

Responsibilities

• Act as the first point of contact for enquiries.
• Provide friendly and professional responses to unpaid carers.
• Maintain accurate records and make timely referrals.

Skills

Customer service experience

Empathetic communication

Strong IT skills

Ability to work in emotional environments

Education

Level 3 Information & Advice qualification

Job description

Westbank Community Health and Care is a well-established charity based in Exminster, dedicated to improving the health and wellbeing of people across Devon and beyond. Through our Devon Carers service, one of the largest and most successful in the UK, we provide vital information and support to over 35,000 unpaid carers across Devon.

We are looking for a Helpline Support Worker to be the first point of contact for unpaid carers, professionals, and the public reaching out to Devon Carers via telephone, email or webchat. This is a varied and rewarding role where no two days are the same.

What you will do

• Act as the first point of contact for enquiries to Devon Carers.
• Provide a friendly, professional and empathetic response to unpaid carers – including those in distress.
• Listen sensitively, use effective questioning, and provide impartial information and signposting.
• Make timely onward referrals and maintain accurate records.
• Work collaboratively with your team and engage in ongoing training and development.

The role is predominantly Monday to Friday, but we do expect our Helpline Support Workers to work one Saturday shift in every six‑week cycle. Saturday shifts are generally, 09:00am to 13:00pm.

Full details can be found in the Job Description.

What we are looking for

• Recent experience in customer service and/or supporting people with complex needs.
• Excellent communication and interpersonal skills with an empathetic approach.
• Strong IT skills with confidence using multiple systems simultaneously – this is a computer‑based role.
• Ability to work effectively in a fast‑paced and emotionally demanding environment.
• A Level 3 Information & Advice qualification – or willingness to work towards one.
• Knowledge of health and social care services (desirable).
• Personal experience of being an unpaid carer or working with carers (desirable).
• Experience of supporting people with complex needs.

The rewards

As well as a competitive salary and employee rewards package, there are exciting opportunities for progression and development during your employment.

In this role, you’ll speak with people every day, helping them access support and genuinely making a difference in their lives.

In addition, we offer:

• A generous annual leave allowance of 25 days, plus bank holidays, with the option to purchase additional holiday via salary sacrifice.
• Two pro‑rated wellbeing days in a 12‑month rolling period as well as free access to a wellbeing app.
• Company sick pay following successful completion of your probationary period.
• Free on‑site parking.
• Access to a fully equipped, on‑site gym.
• Cycle to Work scheme.
• Discounts for our on‑site Kidzone services (After School, Holiday Club & Pre‑School).
• A comprehensive staff benefits package including exclusive staff discounts for leisure, travel, entertainment and more.
• Access to a 24/7 confidential staff advice line covering debt, bereavement, tax, family care, etc.
• A friendly, values‑driven workplace where you’ll be part of a mission‑led team making a real difference.