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Charity Helpline Advisor

4 months ago

Birmingham, United Kingdom Brook Street Full time

**HELPLINE ADVISOR FOR A NATIONAL CHARITY**
- Are you a good listener?
- Are you empathetic?
- Would you like to make a real difference to people's lives?

**If so, this could be the role for you**

**THE ROLE**

Our client, a charity that is truly committed to making a difference are looking for helpline advisors to join their office in Birmingham, that are compassionate, empathetic and above all, committed to ensuring that their callers are able to get the righthelp they require.

You will be the first point of contact for callers that have serious concerns and you will need to assess the risks involved and make decisions as to best address these concerns. This role would suit someone that is looking to not only make a positive impactto their local community but to provide emotional and practical support to individuals on a national level.

**TYPICAL DAILY JOB DUTIES - WHAT WILL YOU BE RESPONSIBLE FOR?**
- Assessing callers concerns and escalating issues as appropriate.
- Responding to basic enquiring and updating relevant contacts.
- Maintaining control of telephone conversations to ensure that pertinent information is collected.
- Providing administrative support, by ensuring that all information gathered is recorded correctly, liaising with other agencies to exchange information, any other administrative tasks that maybe required.
- Ensuring that all sensitive information is kept confidential.
- **A 6 week rota basis between the hours of 9am - 10pm (shift given 6 weeks in advance)**

**PERSON SPECIFICATION**
- Previous customer service experience (preferably first line support),
- Wanting to do the right thing and genuinely help others,
- Comfortable speaking on the phone and collecting pertinent information,
- Resilient, organised and reliable,
- Able to maintain confidentiality and assess concerns effectively and efficiently,
- Able to follow and understand processes,
- Excellent verbal and written communication.
- Excellent IT and administration skills.

**PACKAGE AND BENEFITS**
- Salary: £19,000 plus 3.5% rota allowance.
- 29 days annual leave
- Extensive and ongoing training
- Free parking

**DOES THIS SOUND LIKE YOU?**

Please send your CV and call Taha on /