Helpline Adviser (Help Through Hardship)

Overview We are seeking a compassionate and dedicated Helpline Adviser to join our Help Through Hardship team. In this role, you will provide vital support to individuals facing challenging circumstances, offering guidance and assistance to help them navigate their difficulties. The ideal candidate will possess excellent communication skills, a strong ability to analyse situations, and a commitment to providing exceptional service. Responsibilities Work as a team on the helpline platform taking calls for people who need to use foodbanks, researching local support and food options, signposting to debt and other help. Provide holistic exploration of needs, identifying the cause and options to help clients move forward via telephone and email. Ensure work is of a continuous high standard, is accurate, and passes audit checks and welcome feedback to continuously improve work and support others. Undertake Debt assessments and signpost or refer to appropriate support. Undertake income maximisation assessments and identify the correct benefit to be claimed including Universal Credit or legacy benefits. Provide excellent customer service experience to service users, using active listening and explaining complex information, so it is understood. Meet and deliver service targets. Maintain detailed and accurate records to meet quality and funder requirements, keeping records up to date including on the client case database system (Casebook). Ensure own knowledge and skills are kept up to date with the latest relevant legislation, policies, and practices relating to the role, undertaking training and minimum Continued Professional Development hours. Support wider helpline services with cover if needed. Can multi-task. Boasts digital confidence. Knowledge and Experience At least one year's experience of working with the public in a paid or voluntary role. Literacy and numeracy skills appropriate to the role such as GCSE 4(c). Experience of working to targets and deadlines. Basic knowledge or experience with safeguarding and data protection policies. Skills Strong resilience and able to work independently. Excellent communication skills including active listening and negotiating, breaking down complex information so it is understood. Personal organisation skills, able to follow processes and have attention to detail whilst meeting deadlines. If you are passionate about making a difference in people's lives and possess the required skills, we encourage you to apply for this rewarding position as a Helpline Adviser (Help Through Hardship). NOTE: NO CVs - only completed application forms accepted. Access our website for full job description and the form. Job Types: Full-time, Permanent Pay: From £24,000.00 per year Benefits: Company pension Employee discount Schedule: Monday to Friday Education: GCSE or equivalent (preferred) Experience: Customer service: 1 year (required) Work Location:

In person Reference ID:

DBS030125a

#J-18808-Ljbffr