Part-Time Helpline Assessor & Support Coordinator – London

The Paperweight Trust; Greater London; Remote; 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

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.