Helpline Advisor

Location: East London
Pay Rate: £16.72 per hour
Contract: 5-month temporary contract
Hours: Full-time / 9am-5pm (Hybrid)

Are you a confident communicator who enjoys helping people and delivering excellent customer service?
We're looking for a Supporter Engagement Assistant to join a leading UK charity for a 5-month temporary Christmas role. You'll be part of a busy team providing an outstanding experience to supporters, customers and members of the public, helping them feel valued and connected to the charity's work.
This is a great opportunity for someone with strong customer service, communication and administration skills who wants to use their experience in a role with a genuine social impact.
You'll handle a high volume of calls and emails, respond to enquiries, resolve complaints and queries, and ensure supporter information is accurately maintained. You'll need to be organised, adaptable and comfortable working at pace.

• Handle a high volume of calls and emails from supporters, customers and members of the public
• Deliver a friendly, professional and supportive experience in every interaction
• Create and update supporter records accurately
• Handle complaints and complex queries, finding appropriate solutions
• Manage multiple tasks and priorities during busy periods
• Build positive relationships with supporters and encourage member involvement
• Develop an understanding of homelessness and the charity's aims and work
• Follow organisational policies and procedures
• Represent the organisation's values in everything you do

We're looking for someone who is:

• An excellent communicator, both verbally and in writing
• Experienced in customer service, administration, supporter engagement or a similar role
• Confident handling complaints and resolving problems
• Organised and able to manage competing priorities
• Comfortable working under pressure in a busy environment
• Detail-oriented when dealing with records and administrative tasks
• Passionate about providing an excellent service and making a positive difference