Support Advisor

As a Support Advisor working on the Helpline, you will provide a safe, confidential, and supportive service to individuals contacting the organisation with enquiries or support needs. Your role involves answering telephone calls and responding to enquiries with empathy, professionalism, and active listening.

You will offer emotional support, reassurance, and practical information, helping callers feel heard and understood. This may include elements of befriending or mentoring, depending on the caller’s needs, as well as signposting individuals to appropriate services, resources, or other roles within the organisation.

You will work closely with the wider support team, contributing to a positive and collaborative environment. The role also involves accurately recording interactions, following safeguarding and confidentiality procedures, and escalating concerns when necessary.

Overall, the role combines telephone support, guidance, and teamwork, ensuring callers receive timely, compassionate, and effective support while helping the organisation deliver its services efficiently.