Location
Golders Green

Hours
Average of 36.25 hours per week, Monday to Friday

Salary
£38,125 per annum

About the Role
At Jewish Care, the largest health and social care charity serving the Jewish community in London and the South East, we are seeking an experienced and compassionate Senior Helpline Adviser to join our Jewish Care Direct (JCD) team. This vital frontline service supports individuals, families, carers, professionals, and community members by providing high-quality information, advice, and support across a wide range of areas including health, social care, mental health, housing, loneliness, safeguarding, and community support.

As a Senior Helpline Adviser, you will manage complex and sensitive enquiries, provide day-to-day guidance and support to Helpline Advisers and volunteers, and use your active listening, professional judgement, and problem-solving skills to assess need, identify urgency and risk, and determine the most appropriate course of action. You will respond directly to callers, assist colleagues with challenging situations, contribute to reflective practice, and help maintain high standards across the service.

This fast-paced and rewarding role requires emotional resilience, excellent communication skills, and a strong commitment to delivering compassionate and effective support. You will play a key role in ensuring callers receive a timely, professional, and person-centred response, supporting over 15,000 enquiries each year through Jewish Care Direct, the organisation’s central access point for information, advice, and support.

Experience
- 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
- Experience working in a fast-paced environment and managing competing priorities
- Confidence using IT systems including Microsoft Office 365 and databases
- Good understanding of safeguarding, confidentiality, GDPR, and social care systems
- Experience within health, social care, or community support services is advantageous

About you
Compassionate and calm under pressure with excellent communication, active listening, and decision-making skills. You are able to assess risk, vulnerability, and urgency appropriately and have a strong commitment to delivering compassionate and effective support. You are confident in maintaining accurate case records and confidential documentation, building effective relationships with internal teams and external agencies, and supporting continuous improvement and high standards of customer care.

Qualifications
A relevant social care or counselling qualification would be advantageous but is not essential.