Helpline Advisor (Nights)

EasyWeb Group
£12.88 per hour
21 Feb 2019
12 Mar 2019
Candidate Services
Contract Type
Part Time
Helpline Advisor (Nights) 

Our Vision is that every missing person is found safe. 

We are a non-judgemental, highly skilled team of staff and volunteers working around the clock for everyone who needs us. We provide free 24 hour confidential support, help, advice by phone, email, text and online, including the opportunity to reconnect. We also coordinate a UK wide network of people, businesses and media to join the search for the estimated 250,000 people who go missing each year. 

Missing People is an independent charity that relies on donations. 

Position: Services Helpline Advisor (Nights - Bank Staff) 
Location: Mortlake, South West London 
Job type: Part Time, Permanent 
Hours: Night shifts are 9.30 pm to 7.30 am, or 10.00 pm to 8.00 am, including paid breaks. 
Salary: £12.88 per hour 
Benefits: Missing People is on the Sunday Times “100 Best Not-for-profit Organisations to Work for” List 2016 and offers the below benefits: 25 days annual leave per annum / pro rata plus statutory holidays; Additional annual leave days awarded on length of service; Company pension contribution; Life insurance (3 x salary); Employee Assistance Programme (EAP) including 24 / 7 support helpline; Interest-free Season Ticket Loans; Additional maternity pay and leave; Additional paternity pay; Additional sick pay; Childcare vouchers; Eye care vouchers. 

Closing date: Tuesday 12th March 2019 
First Interviews (Phone): Wednesday 20th and Friday 22nd March 2019 
Second Interviews: Tuesday 26th March 2019 
Start date: As soon as possible. 

About the role: 

You will be on the frontline of a dynamic, award-winning Helpline team that offers emotional and practical support to young people, vulnerable adults and their families 24 hours a day by phone, text and email on the Runaway Helpline and Missing People Helpline as well as the 1-2-1 Chat service for young people. 


- Respond to service users of Missing People’s Helpline via phone, email, text, 1to1 Chat, any other means of contact 
- Work as part of a team to effectively respond to contacts from young people who have run away / been forced to leave home who approach us via the Runaway Helpline promotion and vulnerable adults who are missing / away from home 
- Respond to young people who contact us because of the Say Something Campaign and wish to talk about child sexual exploitation, and offer the opportunity to pass information for them to Police contacts 
- Work actively and liaise with families and carers of missing children, young people and adults, assisting them to explore their circumstances and the options that are open to them 
- Handle sensitive calls, deal with crisis intervention situations, assess risk within Missing People policy and consult where appropriate 
- Be aware of the boundaries of the service and criteria for cases and directing service users to and / or locate appropriate resources in response to the needs of service users, including signposting to alternative sources of help when necessary 
- Work on the cases of missing people to include producing publicity posters, making web appeals, conducting enquiries and taking sightings 
- Work and liaise effectively with external agencies including social services, police, Children’s Homes and other voluntary sector organisations and agencies 

About you: 

- Experience of helpline work either as a volunteer or a paid worker and / or advice or support work with children, vulnerable adults and / or families 
- Understanding of safeguarding vulnerable adults and young people 
- Handling complex and sensitive calls and being able to deal with crisis intervention (desirable) 
- Knowledge and understanding of the voluntary sector 
- Concern for the welfare of all missing people and an awareness of issues affecting adults, children and young people who go missing and the families / carers left behind 
- An effective listener, capable of communicating with people from varying different backgrounds, ages and cultures 
- Excellent communication skills, both written and oral, to communicate effectively and appropriately with service users 
- Able to maintain a calm and considered approach, to evaluate situations objectively, consult effectively and give appropriate advice and guidance 
- Able to address issues that may arise using the appropriate internal channels and identify and contribute to the development of new systems and procedures 
- Fully computer competent, particularly Microsoft Office (especially Outlook) and data entry 
- Ability to learn new database systems quickly and operate a digital 1-2-1 chat platform 

You may have experience of the following: Services Helpline Advisor, Helpline Assistant, Contact Centre Assistant, Customer Service Advisor, Customer Service Assistant, Customer Service Representative, Customer Service Officer, Administrator, Contact Centre Operative, Call Centre Operative, etc.

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