Helpline Assessor Plus

The Paperweight Trust; Greater London; On-site; GBP 19,000 - 22,000; Part time

Job summary

The Paperweight Trust in London (Hendon) is seeking a caring, organised and reliable office assistant to answer helpline calls and support day-to-day operations. This part-time role requires strong English, empathy and the ability to manage records and priorities with discretion.

You will work Tue, Thu and Fri 9:30am–1:30pm and Wed 1:30pm–5:30pm, based at our London Head Office. Training provided; DBS checks apply.

Qualifications

• GCSE English and Maths or equivalent qualifications.
• Good command of written and spoken English.
• Empathetic approach with strong listening skills.
• Ability to remain calm under pressure, and to prioritise tasks.

Responsibilities

• Answer helpline calls and carry out initial assessments of client needs.
• Maintain accurate records of client interactions and outcomes on the client database.
• Explain next steps and manage expectations about the support available.
• Report urgent concerns to the appropriate staff.
• Liaise with colleagues, volunteers and external agencies to coordinate support.
• Assist the Director of Operations with administrative and operational tasks.
• Handle sensitive information confidentially and follow data protection procedures.
• Attend training, supervision and team meetings.
• Undertake other reasonable duties appropriate to the role.
• Experience with a CRM or similar database.

Skills

Empathy

Listening

Calmness under pressure

Organisational skills

Attention to detail

Prioritisation

MS Office

CRM experience

Teamwork

Independent work

English proficiency

Education

GCSE English and Maths

Tools

Microsoft Office (Outlook, Word, Excel)

CRM system

Job description

We are looking for a caring, organised and reliable person to join our office team in Hendon, answering helpline calls and supporting day-to-day operations.

Location: London Head Office, Hendon
Hours: Part-time (Tues, Thur and Fri 9:30am–1:30pm and Wed 1:30pm–5:30pm)
Pay: £14–£16 per hour, depending on experience

Closing date for applications: Friday 30 October 2026

Applications will be reviewed on a rolling basis and suitable candidates may be invited to interview before the closing date. We reserve the right to close applications early if a suitable candidate is appointed. Early applications are therefore encouraged.

• Answer helpline calls and carry out initial assessments of client needs.
• Maintain accurate records of client interactions and outcomes on the client database.
• Explain next steps and manage expectations about the support available.
• Report urgent concerns and safeguarding issues promptly to the appropriate member of staff.
• Liaise with colleagues, volunteers and external agencies to coordinate support.
• Assist the Director of Operations with administrative and operational tasks.
• Handle sensitive information confidentially and follow data protection procedures.
• Attend training, supervision and team meetings.
• Undertake other reasonable duties appropriate to the role.
• GCSE English and Maths, or equivalent qualifications.
• Good command of written and spoken English.
• An empathetic approach, strong listening skills and the ability to remain calm under pressure.
• Good organisational skills, accuracy and the ability to prioritise.
• Proficiency in Microsoft Office, particularly Outlook, Word and Excel.
• Previous experience using a CRM or similar database.
• The ability to work independently and as part of a team.

Experience in a helpline, assessment or client support role, particularly within a charity or community organisation.

Training will be provided. There may be opportunities for additional hours as the helpline grows.

Safeguarding & Safer Recruitment
Paperweight is committed to safeguarding and promoting the welfare of the people we support. We follow safer recruitment practices and expect all staff, volunteers and trustees to share this commitment. Appointment to this post is subject to satisfactory pre-employment checks, including references and an enhanced DBS check where appropriate.

Paperweight reserves the right to close this vacancy early if sufficient applications are received.