Helpline Advisor

Our client, a not for profit organization, is currently looking for a Helpline Advisor to join their team on a worthy cause that really helps support people in the community.

If you have a background working in a call centre or strong customer service experience, please apply for this rewarding Helpline Advisor role.

Key Responsibilities for the Helpline Advisor

• To provide high quality information and advice to residents
• Provide holistic exploration of needs, identifying the cause and options to help clients move forward via telephone, email alongside email and video if needed.
• Work as a team on the helpline platform, taking calls for people who need support, researching local support options
• Provide excellent customer services, using active listening and explain complex so it is understood, and clients have a positive experience.
• Carry out any other tasks which may be within the scope of the role to ensure the effective delivery and development of the service.
• Support other digital channels and deliver on any digital advice contract or project at short notice

Key Experience for the Helpline Advisor

• Either previous Helpline Advisor / Call Centre / Customer Service experience
• Strong resilience and able to work independently
• Excellent communication skills including active listening and negotiating, breaking down complex information so it is understood.
• Excellent written skills and able to write high quality case records

Please apply for the Helpline Advisor as directed!