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Senior Helpline Advisor

Not For Profit People
Up to £28,300 per annum
Closing date
30 Apr 2024

Job Details

Senior Helpline Advisor

Do you want to make a difference every day? Do you have resilience and adaptability? Can you work effectively with a focus on ensuring children and young people receive the right support to cope and recover from trauma they have experienced?

If yes, then we'd love to hear from you as we have an exciting opportunity to join the Pan London Children and Young People's Service as a Senior Helpline Advisor (known internally as a Senior Triage and Early Interventions Officer)

In this role you will provide immediate and short term intervention via the telephone to children and young people impacted by crime and manage a small Triage team.

Position: 5511 Senior Helpline Advisor (internal title Senior Triage and Early Interventions Officer- Children and Young People)

Location: London/hybrid

Hours: Full-time, 37.5 hours. Monday- Friday, working on a shift pattern of 9am-5pm / 10am-6pm / 11am-7pm (Flexible working available)

Contract: Fixed term until 16th January 2025

Salary: Up to £28,300 per annum (includes FTE £24,500 per annum plus £2,800 per annum London Weighting Allowance and up to £1,000 per annum Line Manager Allowance).

Closing Date: 30th April 2024. We reserve the right to close this vacancy early, if enough suitable applications are received to take forward to interview prior to the published closing date.

The Role

As a Senior Triage Officer - Children and Young people’s Service, you will be:


  • Managing a team delivering initial telephone-based support and an effective triage service to those affected by crime
  • Responsible for line managing a team including recruitment, performance management and monitoring, support and guidance
  • Act as the first point of contact for clients referred in to the service, ensuring that comprehensive impact and risks assessments are completed and a tailored response to each client’s needs is provided.
  • Accountable for the performance of the team including maintaining performance information, using outcomes to identify effective practice and ensuring compliance with national standards, codes of practice and all legislative requirements
  • Be the point of escalation for complex and sensitive cases and queries, whilst providing support, advice and guidance to the team
  • Managing and monitoring workloads across the team, promoting effective communication channels to ensure best practice


About You

You will need to have the following essential skills:


  • The ability to undertake impact and risks assessments and identify appropriate support
  • Excellent telephone and IT skills required to use a database and undertake all administrative and reporting requirements
  • Experience of safeguarding issues and legislation relating to both child protection and vulnerable adults
  • Knowledge and understanding of the impact of crime on those who experience it, a working knowledge of the criminal justice system
  • Ability to work independently and as part of a team, sharing, coaching others.
  • Good communication skills, both verbally & written and ability to demonstrate empathy


In Return…

Work for an organisation who believes in attracting and retaining the best people and offer a competitive rewards and benefits package including:


  • Flexible working options including hybrid working
  • 28 days annual leave plus Bank Holidays, rising to 33 days plus Bank Holidays
  • An extra day off for your birthday
  • £500 bonus paid on successful completion of probationary period (pro-rata for part time roles)
  • Pension with 5% employer contribution
  • Enhanced sick pay allowances, maternity and paternity payments
  • High Street, retail, holiday, entertainment and leisure discounts - Access to our financial wellbeing hub and salary deducted finance
  • Employee assistance programme and wellbeing support
  • Ongoing training and support with opportunities for career development and progression


About the Organisation

This independent charity provides a range of specialist services to people who have been affected by crime across England and Wales. Working towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System, everyone at the charity is driven by the Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events.

The organisation is committed to recruiting with care and to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required.

Applicants are welcome from all communities and monitor the diversity of applicants to analyse if they are representative of the communities it serves in terms of sex, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, age and socio-economic status. As part of the commitment to the Race at Work Charter applicants are particularly welcome from BAME communities

You may have experience in areas such as Early Interventions, Early Interventions Officer, Early Interventions Coordinator, Early Interventions Assistant, Social Care, Victim Support, Case Worker, Triage and Early Interventions, Social Care, Social Welfare, Crime, Criminal Justice, Helpline, Call Centre, Customer Service, Advice Line.

Please note this role is being advertised by NFP People on behalf of our client.


We are Not-For-Profit People.

We recruit exclusively for organisations in the challenging Not-For-Profit sector. We’re fully behind the charities and bodies that aim to change the world – one project at a time. Whether you’re seeking exceptional leaders, committed staff or a combination of the two, you probably want to know exactly how we’re different and why it matters to you. We don’t do business as usual. We deliver a recruitment solution that replaces clunky, costly, contracted processes with a single, seamless solution.

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