Helpline Advisor

Job Advert

**_ Are you Customer-focused, an excellent communicator with good listening skills? Then we may have something for you_**

**A bit about us**:
We help people who are in debt, by providing free debt advice and debt solutions based around what people can afford to repay. We provide full training that delivers all the skills you’ll need to be successful in your new role and providing our clients with an excellent service.

We offer a full training package and if progression within your career interest you, we can support that too. That’s why over 90% of our managers have been promoted from within

With 28 days holiday (including bank holidays), charity days, fun inter team events, our summer fun-day (an aqua park, dragon boat racing, kayaking and karaoke amongst the activities) we want you to reach your potential and have fun doing it, that’s why its embedded in our company values.

We offer every colleague 2 charity days a year if they wish to help in the local community or support a charity, they hold close to their hearts. We have a clear vision of helping those in need, enjoying what we do and having fun doing it. We'd love you to join us too

**What can we offer you?**:
Working under the Totemic Holdings group, you’ll have access to a range of employee benefits. Our benefits include free on-site parking at all our office locations, cycle to work scheme, access to our 24/7 Employee Assistance Programme, dedicated Wellbeing Champions across the business, and wellbeing rooms at all office locations, company pension, company-wide clubs, and groups, including running club, a football team and a menopause support group, extra benefits for long-serving employees, including additional holiday and much more.

**The role Helpline Advisor**:
Helpline Advisors are usually the very first team members that our clients will speak to. They engage with our clients during the first steps in their journey towards being debt free. Actively listening and gaining the client’s trust and commitment is an essential part of the role. This will be achieved by your mix of empathy and active listening with clear, accurate communication and an expert level of technical knowledge about our products and services.

The Helpline Advisor will be expected to put the client at their ease, reassuring them and ensuring that we highlight the most appropriate route for them to take. Helpline Advisors will speak to a variety of clients, and many will be vulnerable and require additional support.

Helpline Advisors carry out the initial fact-find with the clients. Speaking to the clients about their level of debt, gathering further personal information (for example on CCJs, bailiffs, and HP, repossessions, and mortgage arrears) and deciding how the client can be supported by PayPlan.

**Salary**:£25,000 per annum

**Main Responsibilities**:

- Excellent verbal and written communication skills
- GCSE Grade 4 or above (or equivalent) in Maths and English
- Previous experience of working within a similar industry would be an advantage but is not essential.
- Flexible approach and positive attitude
- Exceptional Customer Service skills to be able to deal with challenging and vulnerable clients.
- A great team player with the confidence to work independently without the need for constant supervision.
- Excellent attention to detail with a methodical and thorough approach to your work
- A desire to show initiative and the ability to manage pressure and conflicting demands on your time.
- The ability to stay calm under pressure.
- A basic understanding of debt solutions would be an advantage but is not essential as full training is provided.

**What key skills are we are looking for?**
- Demonstrate through all your activity that you are client driven and respond in a supportive, empathetic way.
- Consistently check the client understands all their options, their obligations, and their next steps.
- Ensure that all required call elements, relevant to your point in the client journey are covered.
- Follow the department processes, seeking guidance and support where needed.
- Support the company’s aim to provide top quality client care by attending by engaging with those supporting you with training, mentoring, and coaching.
- Remain aware of the purpose of your role and the part it plays in the overall client journey.
- Identify if a client is vulnerable and be able to deal with them appropriately.
- Ensure that client information is recorded accurately and professionally. Making sure that all relevant details are recorded to ensure the ongoing client care is sustained.