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Helpline Advisor

Job Type
7 Sep 2022

Are you an experienced Customer Service Advisor looking for a rewarding opportunity? Where everyday you will be making a huge difference on peoples lives? Reed Birmingham Business Support are working with a UK Children's Charity, fighting for change for children for the last 130 years.

We are recruiting for candidates to assist on the helplines - Telephone and online services for those concerned about the welfare of a child, children / young people who need support.

Please note, this role is 100% office based located in Edgebaston.

This role works on shifts, with all shifts given 12 weeks in advance.

37.5 hours a week between 07:00 - 22:00 Monday - Friday

08:00 - 16:00 Saturday & Sunday (shift allowance for any weekend shifts)

The Role:

  • Responding to basic enquires and ensuring complex enquiries are distributed to the relevant location
  • Assessing information and advice needs of a wide range of contacts
  • Obtaining and documenting basic information on the cal
  • Assisting with general phone and email enquiries
  • To appropriately handle calls where the customer may be distressed, angry or upset and manage the information they are giving
  • Provide administrative support by undertaking national checks including liaison with other agencies relating to information regarding these checks
  • To alert the your practice manager to potential risks or sensitive enquiries and understand how to appropriately maintain confidentiality and security

The Candidate:

  • Exceptional customer service skills at all times, and dealing with all calls / emails in a calm, professional manner
  • Strong working knowledge of Microsoft Systems (Outlook / Word, Excel)
  • Ability to pick up computer systems quickly
  • A Co-operative and supportive team player
  • Experience in Customer Service is essential for this role, Call Centre Customer Service is desired
  • Ability to deal appropriately with sensitive and confidential material
  • Ability to judge the urgency of a caller and under pressure redirect the caller to the appropriate source

The Details:

  • £19,000 per year
  • 6 month FTC with opportunity to go permanent
  • Monday - Friday with 1/3 weekends worked (days off in the week for weekend work)
  • Immediate start available
  • Candidates looking for temporary roles also considered

The Benefits:

  • Working in a role where you truly make a difference to the lives of vulnerable children
  • Rewarding opportunity
  • Training provided on internal systems
  • Great opportunity for someone looking to further their career with the UK's Childrens Charity

For more information, contact Hannah at Reed Birmingham Business Support today!

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  • Job Reference: 706198186-2
  • Date Posted: 7 September 2022
  • Recruiter: Reed
  • Location: Birmingham
  • Salary: £19,000
  • Sector: Consulting & Corporate Strategy
  • Job Type: Permanent