> Markdown version of [/jobs/ext/75202-senior-helpline-adviser](https://www.wearedevelopers.com/jobs/ext/75202-senior-helpline-adviser). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Helpline Adviser - **Company:** Jewish Care - **Location:** Barnet, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Databases, Microsoft Office, Wireless Access Point, Information Technology - **Published:** May 14, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=af98c3480cd01f16 ## About the Role Do you have experience in Microsoft Office?, 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. ## Description Jewish Care Direct is the organisation's 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., 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)., * 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 ## Related Videos - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Demografie nutzen um jedem Bewerber das passende Angebot zu machen!](https://www.wearedevelopers.com/videos/836-demografie-nutzen-um-jedem-bewerber-das-passende-angebot-zu-machen) - [Branch your database like your code: How schema changes and pull requests go hand in hand](https://www.wearedevelopers.com/videos/350-branch-your-database-like-your-code-how-schema-changes-and-pull-requests-go-hand-in-hand) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)