Membership helpline advisor jobs

This job empowers our automotive family to live their best life by being the first point of contact for individuals seeking support. The role provides high quality information, advice and guidance, helping individuals to identify solutions, access appropriate services to improve their wellbeing, and make a positive change in their lives through a person centred approach.

Job Overview

· Act as the first point of contact for individuals accessing Ben's services, delivering a professional, compassionate and person-centred experience.

· Identify needs, provide information, advice and guidance, and practical support across a range of wellbeing issues.

· Manage all enquiries, ensuring timely intervention, effective signposting and referrals to internal and external services.

· Identify when urgent/critical intervention is required following SASH or Safeguarding processes.

· Work collaboratively with colleagues and partner organisations to ensure individuals receive coordinated and impactful support.

Key responsibilities:

· Deliver high-quality information, advice and guidance (IAG) that enables individuals to make informed decisions and access appropriate support.

· Conduct thorough, person-centred assessments, identifying risks, vulnerabilities and safeguarding concerns where appropriate.

· Manage enquiries effectively, ensuring support is delivered within agreed service standards and timescales.

· Maintain accurate, timely and confidential records on Ben's CRM system.

· Provide effective referrals and handovers to Case Management, Specialist Services and external partner organisations.

· Refer / signpost individuals where relevant to access welfare benefits, statutory services, financial assistance and community-based resources.

· To keep abreast of changes in legislation of Welfare Benefits and Statutory Provisions.

· Promote safeguarding best practice in line with Ben’s Safeguarding and Suicide and self-harm policies at all times,

· Build and maintain positive relationships with referral partners, external agencies and stakeholders.

· Contribute to service development through sharing feedback, identifying trends and suggesting improvements.

·  Support the delivery of excellent customer service, ensuring every interaction is professional, empathetic and responsive.

This job description is not intended to be an exhaustive list of responsibilities and will be regularly reviewed and amended as necessary.

Our Values

· Passionate

· Respectful

· Inclusive

· Driven

· Empowered

Job Specific Competencies

Technical knowledge:

· Understanding of Information, Advice and Guidance (IAG) principles and practice.

· Understanding of statutory services and community support provision.

· Knowledge of safeguarding legislation and best practice relating to vulnerable adults and children.

· Experience using CRM systems and maintaining accurate case records.

· Good understanding of data protection, confidentiality and GDPR requirements.

· Proficient in Microsoft Office applications and digital working practices.

Skills:

· Excellent communication, listening and interpersonal skills.

· Ability to manage a varied workload and prioritise competing demands.

· Strong problem-solving and decision-making abilities.

· Strong organisational and time-management skills.

· Ability to build effective relationships with individuals, colleagues and external stakeholders.

· Resilient, empathetic and customer focused.

Qualifications required:

· Level 2 Information, Advice and Guidance qualification or willingness to work towards.

· GCSE (or equivalent) English and Mathematics.

· Commitment to ongoing professional development.

Experience required

Essential:

· Experience working in a customer service, helpline or support environment.

· Experience working within community support, social care, welfare, advice or guidance services.

· Experience supporting individuals using a person-centred approach.

· Knowledge and experience of safeguarding vulnerable adults and children.

· Experience of working with confidential and sensitive information.

· Experience using case management or CRM systems.

Desirable:

· Experience working within a charity, health and wellbeing, social care or not-for-profit environment. .

· Experience managing your own caseload in a holistic manner

· Experience of completing needs assessments

· Understanding of welfare benefits and statutory support services.

· Experience developing relationships with partner agencies and external stakeholders.

This job is suitable for someone who…

· Shares our ambition to save the lives of our automotive family, with a passion and commitment to using data and insights to make a positive difference to people’s lives

· Is proactive and enjoys interacting with people. 

· Has values which align with the organisations core values and is committed to upholding high standards of integrity and accountability.

· Is passionate about people and their importance in making an organisation successful.

· Has empathy with Ben’s mission, vision and values.

· Can be supportive and inclusive to all team members in Life Coaching and the wider team at Ben.

· Is professional, supportive, and inclusive to all individuals accessing support.

· Can hold appropriate professional boundaries.

· Will engage with continuous professional development and maintain professional registration or membership (when applicable), to improve knowledge, develop self-awareness and enhance professional skills.

· Seeks to enhance and continuously improve self and the services we provide.

· Is flexibility and be adaptable.

· Is conscientious and motivated to deliver to deadlines.

· Is creative and take a solution focused approach.

· Is open and honest and demonstrate integrity.

· Has a desire to help and support others.

· Is approachable.

· Is passionate about the services we deliver.