About the Role
Keenan Recruitment has been exclusively retained by NSPCC to recruit for a Helpline Advisor.
"EVERY CHILDHOOD IS WORTH FIGHTING FOR"
The NSPCC’s purpose is to prevent child abuse and neglect of children across the UK and Channel Islands. They have been fighting for childhood for the last 130 years and their organisational strategy for 2021-2031 is enabling the NSPCC to achieve greater change for children and inspiring others to join us in the fight for childhood.
The NSPCC Helplines are:
• Telephone and online services for adults who are concerned about the welfare of a child or young person
• Telephone and online services for children and young people who need advice and support
• A single point of contact supporting the NSPCC Helpline and a range of other NSPCC services.
The helplines provide advice, guidance and support. The NSPCC Helpline can take action on a caller’s behalf if they have concerns about a child who is either being abused or is at risk of abuse
Permanent role.
35 hours per week.
Lanyon Building, Belfast.
The salary here is £24,479 per annum, plus 3.5% rota allowance and a £200 hybrid working allowance.
As an Advisor, you’ll be the first point of contact — taking initial calls, assessing risk and triaging concerns appropriately.
You don’t need safeguarding experience for this role.
What really matters is your ability to handle sensitive conversations calmly. If you’ve worked in a call centre or frontline customer service environment, you’ll already have a strong foundation.
Person specification
1. Experience of providing excellent frontline enquiry and/or customer services in a high demand customer service environment as part of a team.
2. Good working knowledge of Microsoft Office (inc. Word, Excel, PowerPoint, Outlook, Calendar) with the ability to use web based resources and electronic systems.
3. Excellent interpersonal and Customer Service skills: able to communicate accurately, clearly, concisely, with colleagues, service users, supporters and members of the public irrespective of background with sensitivity, tact and integrity and good judgement on the telephone and in writing.
4. Ability to prioritise, manage own workload and work to deadlines.
5. Co-operative, flexible and supportive team player.
6. Ability to follow guidelines and procedures and to work to set standards without supervision.
7. Excellent written and oral communication skills: ability to write emails, letters and notes of meetings clearly, concisely and accurately.
8. Ability to deal appropriately with sensitive and confidential material.
9. Well-developed ability to successfully negotiate with others to achieve desired outcomes.
10. Ability to adapt and work within a service area using new technology.
11. Ability to control telephone conversations effectively and sensitively including handling distressed, confused, aggressive customers including children over the telephone and by email.
12. Ability to judge the urgency of a caller and under pressure redirect the caller to the appropriate source