Contact Centre Advisor – Family Support

About the role

Our client provides specialist behavioural support and mediation services for children and young people. As a Contact Centre Advisor you will be the first point of contact for parents, carers and professionals seeking guidance. You will guide callers through a structured assessment process and ensure they receive appropriate next steps.

Key responsibilities

• Answer inbound telephone enquiries in a professional, empathetic and confidential manner.
• Follow detailed scripts, assessment questions and call‑handling procedures.
• Gather accurate information while ensuring callers feel listened to and supported.
• Record detailed case information onto internal systems.
• Escalate safeguarding concerns or urgent situations according to agreed procedures.
• Maintain GDPR‑compliant handling of all personal data.
• Collaborate with colleagues and supervisors for additional support or guidance.
• Participate in ongoing coaching, training and quality‑assurance reviews.
• Attend office locations when required for training, meetings or team activities.

Required profile

• Calm under pressure and naturally empathetic.
• Strong verbal communication and active‑listening skills.
• Ability to follow structured processes and maintain accurate records.
• Willingness to travel occasionally to client locations.

Required skills

What we offer

• Salary £25,000‑£30,000 per year, dependent on experience.
• Hybrid/remote working with occasional office attendance.
• Comprehensive four‑week training programme (classroom and virtual).
• 37.5‑hour week on a rotating shift pattern (8:00‑20:00, Monday‑Friday).