Support Service Advisor

Webrecruit for Family Action; United Kingdom; Remote; GBP 13,000 - 16,000; Part time

Job summary

Join a leading charity as a Support Service Advisor, where you will provide vital customer support in a fully remote role. As the first point of contact, your empathetic approach will ensure clients receive the guidance they need, contributing positively to their journey. This part-time position values excellence in customer service and offers a flexible working environment with a supportive team committed to making a difference.

Benefits

Flexible remote working environment

Supportive and friendly team

Qualifications

• Proven experience delivering excellent customer service in a client-facing role.
• Competency using Microsoft Office and CRM/database systems.

Responsibilities

• Handling inbound calls, emails, and digital enquiries.
• Identifying client needs and referring to services.
• Maintaining client records and managing financial transactions.

Skills

Customer Service

Interpersonal Skills

Empathy

Patience

Adaptability

Education

GCSEs in English and Maths

Customer Service or Business Administration Qualification (e.g., NVQ Level 2 or 3)

Tools

Microsoft Office

CRM/database systems

Job description

£24,206 FTE + £480 FTE homeworking allowance per annum (pro-rata for part-time)

Support Service Advisor

Service: Service Delivery Team within Relate at Family Action
Location: Remote homebased
Hours: 20 hours per week (part-time)
Salary: £24,206 FTE + £480 FTE homeworking allowance per annum (£13,084.32 + £259.46 homeworking allowance per annum for part-time, 20 hours per week)
Contract type: Temporary (1-year fixed term)

Are you passionate about delivering outstanding customer service and making a real difference to people's lives? Join Relate at Family Action as a Support Service Advisor!

We are looking for a dedicated and compassionate Support Service Advisor to be the welcoming first point of contact for our clients. You will play a crucial role in providing clear guidance, emotional support, and helping individuals connect with the right services to support their journey.

What you'll be doing:
• Handling inbound calls, emails, and digital enquiries with empathy and professionalism.
• Identifying client needs and referring or signposting to appropriate services.
• Managing financial transactions and ensuring accurate record keeping.
• Maintaining client records on systems such as Penelope and Acuity.
• Supporting a seamless client experience from triage to allocation.
• Contributing to service development by trialling new access methods and gathering client feedback.
• Assisting with complaints management in line with policies.
• Providing cover and mentoring support for new team members when needed.

What we’re looking for:
• GCSEs (or equivalent) in English and Maths.
• Proven experience delivering excellent customer service in a client-facing role.
• Strong interpersonal skills with empathy, respect, and patience at the core.
• Competency using Microsoft Office and CRM/database systems.
• Commitment to equality, diversity, inclusion, and organisational values.
• A positive, adaptable approach and the ability to work both independently and as part of a team.

Desirable:
• A customer service or business administration qualification (e.g., NVQ Level 2 or 3).
• Experience working collaboratively in a team environment and contributing to service improvements.

Why join us?
You’ll be part of a supportive, friendly team committed to making a positive impact. We offer a flexible, remote working environment and the opportunity to contribute meaningfully to the client experience at every step.

To Apply:
• Click the ‘Apply’ link below and fill out our digital application form
• Closing Date: Monday 7th July 2025 at 11.59pm

Appointments are subject to satisfactory Safer Recruitment checks, including a Disclosure and Barring Service (DBS) check where appropriate to the role.

*Ordinarily Family Action appoints new starters at the starting point of the salary scale (with subsequent annual pay progression), unless you have experience that would justify appointment further up the salary scale or there are any other exceptional reasons.

ID: 1497