Job Details

We are looking for a dedicated and compassionate Support Service Advisor to be the welcoming first point of contact for our clients. You will play a crucial role in providing clear guidance, emotional support, and helping individuals connect with the right services to support their journey.

• Handling inbound calls, emails, and digital enquiries with empathy and professionalism.
• Identifying client needs and referring or signposting to appropriate services.
• Managing financial transactions and ensuring accurate record keeping.
• Maintaining client records on systems such as Penelope and Acuity.
• Supporting a seamless client experience from triage to allocation.
• Contributing to service development by trialling new access methods and gathering client feedback.
• Assisting with complaints management in line with policies.
• Providing cover and mentoring support for new team members when needed.

Why join us?

You’ll be part of a supportive, friendly team committed to making a positive impact. We offer a flexible, remote working environment and the opportunity to contribute meaningfully to the client experience at every step.

Appointments are subject to satisfactory Safer Recruitment checks, including a Disclosure and Barring Service (DBS) check where appropriate to the role.

• GCSEs (or equivalent) in English and Maths.
• Proven experience delivering excellent customer service in a client-facing role.
• Strong interpersonal skills with empathy, respect, and patience at the core.
• Competency using Microsoft Office and CRM/database systems.
• Commitment to equality, diversity, inclusion, and organisational values.
• A positive, adaptable approach and the ability to work both independently and as part of a team.

Desirable:

A customer service or business administration qualification (such as NVQ Level 2 or 3).

Experience working collaboratively in a team environment and contributing to service improvements.