Helpline Adviser *Hybrid | £28.6K | No Weekends

Office Angels; Dover; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

A recruitment agency in Dover seeks a Helpline Adviser to provide support to individuals in need. The role involves handling inbound calls, delivering high-quality customer service, and working in a collaborative team environment. Candidates should have experience in customer service and multitasking. The position offers excellent training and a competitive salary, along with potential for permanent employment after a fixed term.

Benefits

25 days annual leave plus bank holidays

Free parking

8% employer pension contribution

Flexibility and work-life balance

Enhancements for family-friendly provisions

Perkbox benefits

Qualifications

• Proven experience delivering exemplary customer service.
• Experience in a call centre or pressured environment.
• Highly motivated and resilient.

Responsibilities

• Handle inbound calls, providing accurate advice.
• Support clients with safeguarding disclosures.
• Maintain concise records and case follow-ups.

Skills

Customer service experience

Ability to multitask

High attention to detail

Emotional intelligence

Job description

Overview

If you're seeking a role where you can really make a difference and support vulnerable people, this opportunity may be for you. You will receive excellent training from a Trainer who described the workplace as a Great place to work and a Recruiting Manager who values helping people grow in their careers. The company emphasises values, visions, and supporting employee development.

Job details

Job Title: Helpline Adviser

Location: Dover, Kent

Salary: £25,710 rising to £28,670 after completing a 6 month probationary period

Hours: Rotational between 8am–8pm, Monday to Friday, 35 hours per week. No weekends or bank holidays.

Hybrid working: Office-based during probation (up to 6 months). Hybrid pattern available: 4 days from home, 1 day in the office, reviewed on an individual basis.

Duration: 9 month fixed-term contract (FTC) initially; role may become permanent for successful candidates.

Start date: October, November or December 2025

Benefits: 25 days annual leave + 8 bank holidays; free parking; 8% employer pension contribution; flexibility and work-life balance; enhanced family-friendly provisions; additional holiday entitlements; Perkbox benefits; non-contributory pension scheme.

Your team

You will work as part of a vibrant and expanding team that supports individuals and families. The advice line provides guidance and support via telephone, empowering people in need and equipping them with tools to navigate the process. You will receive in-depth training on regulatory standards and procedures and commit to good practice in a supportive environment.

Key responsibilities

• Efficiently and empathetically handle inbound calls from clients as part of the helpline team in a fast-paced setting, providing accurate advice while complying with applicable regulations, policies, and procedures.
• Work closely with colleagues and other departments to ensure applications for support are dealt with accurately and swiftly.
• Support clients following complex safeguarding disclosures, raising concerns with relevant departments and authorities in line with procedures.
• Provide an exemplary professional service through active listening and clear verbal and written communication to external and internal clients.
• Collaborate with the team to achieve organisational targets and KPIs.
• Attend regular coaching/mentoring sessions, 1-2-1s, team meetings, training, and appraisals.
• Maintain full, concise, up-to-date records and complete case follow-up within required timescales; undertake necessary administrative tasks.

Skills and experience

• Proven experience delivering exemplary customer service.
• Demonstrable experience in a call centre, customer service, or pressured environment with meeting deadlines.
• Ability to multitask using multiple systems while communicating verbally.
• High attention to detail and systematic work approach, especially in accurate record keeping and timely updates.
• High motivation, resilience, and emotional intelligence.

The recruitment process

This post is subject to a DBS check. You will need to provide documents proving your right to work in the UK, such as a passport or other right-to-work documents. Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment.

Interview process

1 Face-to-face interview; we will help you prepare fully.

Next steps

If you have the required skills and experience, please apply today. This is an incredible opportunity to grow your career with this company. If you know someone suitable, please share the details. A successful referral will earn a £100 voucher (terms apply).

Please note: if your skills match the requirements, you will receive an email from us (check junk mail). If you do, please call (phone number removed) ASAP or within 24 hours to discuss the position with Emma (Candidate Manager) or Nicola (Permanent Consultant).

We look forward to your application.

Equal Opportunities

Office Angels is an employment agency and business. We are an equal-opportunities employer who values expertise, energy and enthusiasm to improve everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. If you require reasonable adjustments at any stage, please let us know and we will support you. Office Angels acts as an employment agency for permanent recruitment and as an employment business for temporary workers. Office Angels UK is an Equal Opportunities Employer. By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement is available on our website.