SENIOR HELPLINE ADVISER
About the role
Jewish Care Direct is the central access point for information, advice, and support. The team responds to over 15,000 enquiries annually, covering areas such as health, social care, mental health, housing, loneliness, safeguarding, and community support. The role involves leading and supporting the delivery of a high-quality service.
Responsibilities
- Responding to complex and sensitive telephone and email enquiries
- Providing accurate information, advice, referrals, and signposting
- Assessing vulnerability, urgency, and safeguarding concerns
- Supporting Helpline Advisers and volunteers with guidance and day-to-day operational support
- Aiding with difficult or escalating calls and coordinating multi-agency responses
- Promoting reflective and evidence-based practice through debriefs and ongoing support
- Maintaining accurate case records and confidential documentation
- Building effective relationships with internal teams and external agencies
- Supporting continuous improvement and high standards of customer care across the service
Requirements
We are seeking an experienced and compassionate Senior Helpline Adviser with a strong commitment to delivering compassionate and effective support. Key requirements include:
- Experience working within a helpline, advice, or telephone support environment
- Experience managing complex, distressing, or challenging enquiries
- Experience supporting, mentoring, or supervising staff or volunteers
- Strong communication, active listening, and decision-making skills
- The ability to assess risk, vulnerability, and urgency appropriately
- Experience working in a fast-paced environment and managing competing priorities
- Excellent written skills, including case recording and referrals
- Confidence using IT systems including Microsoft Office 365 and databases
- A good understanding of safeguarding, confidentiality, GDPR, and social care systems
- Experience within health, social care, or community support services and a relevant social care or counselling qualification would be advantageous
Qualifications
Experience within health, social care, or community support services and a relevant social care or counselling qualification would be advantageous.
Benefits
This is a fast-paced and rewarding role requiring emotional resilience, excellent communication skills, and a strong commitment to delivering compassionate and effective support. The role is part-time, averaging 36.25 hours per week (Monday to Friday).
Pay
The pay details are not specified in the job posting.
Schedule
The schedule is not specified in the job posting.
Skills
The skills required include compassion, calm under pressure, and experience in supporting people through difficult situations. Excellent communication, active listening, and decision-making skills are essential, along with the ability to assess risk, vulnerability, and urgency appropriately.
Benefits
The benefits are not specified in the job posting.
Pay
The pay details are not specified in the job posting.
Schedule
The schedule is not specified in the job posting.