Empathetic Telephone Support Advisor (Mental Health)

Norfolk and Waveney Mind; Norwich; Hybrid; GBP 24,000 - 26,000; Full time

Job summary

Norfolk and Waveney Mind seeks a Telephone Support Line Operative to answer calls, offer compassionate guidance, and direct callers to appropriate services from its Norwich base.

You will document interactions, maintain records, and work with colleagues to improve service quality while upholding confidentiality and safeguarding standards. DBS checks apply, and flexible hours may be required.

Qualifications

• Excellent verbal communication and a friendly demeanor.
• Strong listening skills and empathy with callers.
• Prior experience in a customer service or support role preferred.
• Proficiency in using computer systems and handling multiple tasks.
• Ability to work independently and as part of a team.

Responsibilities

• Answer incoming calls and provide friendly, professional support to clients.
• Assess callers' needs and provide accurate information and guidance.
• Document calls and maintain detailed records of interactions.
• Collaborate with team members to resolve issues and improve service quality.
• Ensure confidentiality and handle sensitive information with care.
• Stay informed about services and updates to provide the best support.

Skills

Clear communication

Active listening

Customer service

Computer proficiency

Job description

Norfolk and Waveney Mind seeks a Telephone Support Line Operative to answer calls, offer compassionate guidance, and direct callers to appropriate services from its Norwich base.

You will document interactions, maintain records, and work with colleagues to improve service quality while upholding confidentiality and safeguarding standards. DBS checks apply, and flexible hours may be required.