Senior Helpline Adviser

At Jewish Care, we are proud to be the largest health and social care charity serving the Jewish community in London and the South East. Every week, our services support more than 12,000 people through care homes, community centres, retirement living, social work, community support, and mental health services. We are looking for an experienced and compassionate Senior Helpline Adviser to join our Jewish Care Direct (JCD) team, helping to lead and support the delivery of a high-quality information, advice, and support service for the community. About the service Jewish Care Direct is the organisations central access point for information, advice, and support. Working closely with the INTAKE Service, the team responds to more than 15,000 enquiries each year, supporting individuals, families, carers, professionals, and members of the community. The service provides guidance and support across a wide range of areas including health, social care, mental health, housing, loneliness, safeguarding, and community support. As one of the first points of contact for the organisation, the team plays a vital role in ensuring callers receive a timely, professional, and person-centred response. About the role As a Senior Helpline Adviser, you will manage complex and sensitive enquiries while providing day-to-day guidance and support to Helpline Advisers and volunteers. You will use active listening, professional judgement, and problem-solving skills to assess need, identify urgency and risk, and determine the most appropriate course of action. Alongside responding directly to callers, you will support colleagues with challenging situations, contribute to reflective practice, and help maintain high standards across the service. This is a fast-paced and rewarding role requiring emotional resilience, excellent communication skills, and a strong commitment to delivering compassionate and effective support. This post is working an average of 36.25 hours per week (Monday to Friday). What youll be doing 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 Assisting with difficult or escalating calls and coordinating multi-agency responses where required 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 About you We are looking for someone who is compassionate, calm under pressure, and experienced in supporting people through difficult situations. You will have: 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. Why join Jewish Care? This is an opportunity to play a key role within a vital frontline service that supports individuals and families across the community every day. You will join a supportive, values-led organisation that is committed to compassion, dignity, collaboration, and continuous learning. At Jewish Care, we value diversity and welcome applicants from all backgrounds. We are committed to creating an inclusive workplace where everyone feels respected, supported, and able to thrive.