£12.15 hourly rate for daytime shifts between the hours of 7am-11pm,
£14.90 enhanced hourly rate for night shifts between the hours of 11pm-7am.
The Silver Line Helpline is recruiting for Helpline Officers to join their fantastic team providing a vital service to older people across the UK. The Silver Line Helpline is a free, confidential telephone service offering friendship, conversation and support to older people, 24 hours a day, 7 days a week.
Representing the values of The Silver Line Helpline and Age UK, you will be the first point of contact for incoming calls from older people in need of support or just a friendly chat. Given the nature of the helpline each day will be varied and you will need to be adaptable to lots of unique situations.
This exciting opportunity is perfect for a friendly individual with effective communication skills and the ability to maintain high standards with an emphasis on empathy, patience and understanding.
Working as part of this supportive team, you will adhere to all safeguarding procedures in order to keep callers safe from potential abuse or neglect.
We have 2 part-time vacancies working 28 hours in overnight shifts.
These exciting positions offer hybrid working between home and our Blackpool office, surrounded by excellent amenities. Candidates must be willing to travel to the Blackpool office a minimum of once a week.
Please note that this post does require weekend and bank holiday working on a shift pattern basis.
We will provide an example shift rota during the recruitment process, which you will need to review and confirm if it is feasible for you.
Must haves:
The below competencies will be assessed at the indicated
stage of the recruitment process:
Application = A, Interview = I, Test = T, Presentation = P
Experience
Ability to adapt to a variety of situations that present within calls. (A, I)
Knowledge and understanding of the impact loneliness and isolation has on older people and their wellbeing. (A,I)
Experience of working as part of a team (A, I)
Skills and knowledge
Good IT and literacy. (A, I)
Good communication skills and ability to adapt communication styles. (A, I)
Personal attributes
Excellent interpersonal skills. (A, I)
Sensitive and empathetic approach. (A, I)
Calm under pressure. (A, I)
Great to haves:
Experience
Experience of signposting in a helpline environment. (A, I)
Experience of communicating effectively with vulnerable older people. (A, I)
Skills and knowledge
Knowledge of the needs of older people. (A,I)
What we offer in return
* Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
* Excellent pension scheme, life assurance, health cashback plan and EAP
* Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
* Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
* Blue Light Card Scheme
* You Did It Awards - recognition awards from £100-250.
Additional Information
Supporting statements and anonymisation
Candidates are expected to provide a supporting statement that explains how they meet the competencies annotated with an A in the job description, to assess suitability for the position. Age UK acknowledges and accepts that AI may be used to support the application; we do expect candidates to personalise experience, knowledge and skills and failure to do so, may result in your application being rejected.
CVs will be anonymised by our recruitment system when you apply for a role. Our system is unable to anonymise supporting statements. Please could you remove any personal information including your name before you upload to support our inclusive recruitment process. All equalities monitoring information is also anonymised and not shared with the hiring panel. Your name and address will only be known to us if invited for interview.
Equal opportunities & Disability Confident Scheme
Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. Age UK is a Disability Confident Scheme employer. Due to high numbers of applications received, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job.
Reasonable adjustments
Disabled job seekers can access reasonable adjustments at any stage of the recruitment process. All requests for reasonable adjustments are considered on a case-by-case basis, in collaboration with the disabled job seeker to best meet their needs, by contacting the recruitment team. Disability disclosures will be kept confidential and only shared on a need-to-know basis to support the implementation of adjustments. Disclosures will not be used to inform hiring decisions.
Age UK is able to provide Skilled Worker sponsorship for eligible roles only. If this applies to you, please contact the recruitment team to discuss. If the role is not eligible for Skilled Worker sponsorship you will need to have a pre-existing Right to Work in the UK.
Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time.
Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.