Call Centre Advisor - Reed : Job Details

Are you passionate about making a difference in people's lives during their most vulnerable moments? We are looking for empathetic, resilient, and proactive individuals to join our team as Crisis Support Advisors within the 111 service.

About the Role

As a Crisis Support Advisor, you will be the first point of contact for service users experiencing emotional distress or crisis. You’ll provide compassionate support, effective signposting, and play a key role in safeguarding individuals accessing our services.

As you can appreciate due to the these roles you will need to be able to work on a shift basis that includes working weekends and Bank Holidays

• Respond to calls from service users in crisis via the 111 service, offering emotional support and guidance.
• Identify safeguarding concerns and escalate appropriately to protect vulnerable individuals.
• Maintain accurate and timely records in line with system and administrative requirements.
• Deliver services to a high standard, meeting agreed KPIs and performance expectations.
• Participate in initial and ongoing training to ensure best practice and continuous improvement.
• Collaborate with colleagues across departments to support integrated service delivery.
• Proactively identify opportunities to enhance service quality and user experience.

What We’re Looking For

• Excellent communication and listening skills.
• Ability to remain calm and professional under pressure.
• A strong sense of empathy and commitment to safeguarding.
• Experience in a support, care, or crisis response role is desirable.
• Comfortable working with digital systems and maintaining accurate records.
• A proactive mindset with a passion for service improvement.

What We Offer

• Comprehensive training and ongoing development.
• Supportive team environment.
• Opportunities for career progression.
• Access to wellbeing resources and employee support services