Job Overview We are seeking a compassionate and dedicated Helpline Adviser to join our Help Through Hardship team (OR possibly 'Help to Claim'). In this role, you will provide essential support and guidance to individuals facing challenging circumstances. Your ability to communicate effectively and analyse situations will be crucial in helping clients navigate their difficulties. This position requires a strong commitment to customer service and the ability to work empathetically with diverse populations. 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, 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. An excellent and clear communicator. 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 data 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. Curious skills. 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 skills outlined above, we invite you to apply for this rewarding position as a Helpline Adviser. Job Types: Full-time, Permanent Pay: £24,000.00 per year Schedule: Day shift Monday to Friday No weekends Education: GCSE or equivalent (preferred) Experience: Customer service: 1 year (required) Work Location: In person