Help Hub Advisor

Help Hub Advisor

Location: Birmingham area, B9 4AA

Salary: £25,877.80

Expiry Date: 17th April 2026

The role

Are you passionate about making a difference in people's lives? Do you thrive in a dynamic, fast-paced environment? Are you ready to take on a role that impacts your community? An exciting opportunity has arisen for a full-time Help Hub Advisor to join our Birmingham team!

This is a hybrid role, with the expectation that you will be on-site full-time for the first month during training and induction.

As a Help Hub Advisor, you will be at the heart of our client support service, ensuring every interaction reflects the professionalism and care POhWER is known for. Your day-to-day responsibilities will include:

· Handling high volumes of inbound calls with confidence, clarity, and empathy, often supporting vulnerable individuals who may be distressed or unsure of how to access support.

· Managing contact from clients, professionals, and others enquiring about POhWER services, following guidance and processes while presenting a positive and professional image of our organisation.

· Maintaining our database with exceptional attention to detail, ensuring accurate and up-to-date records.

· Responding to enquiries through multiple channels—telephone, voicemail, email, letter, and website and directing clients to the right services.

· Processing referrals and triaging them effectively to ensure clients receive timely and appropriate support.

· Providing clear information and signposting to relevant agencies when needed.

· Directing enquiries to appropriate team members and supporting smooth communication across the organisation.

· Participating in meetings, training, and development activities to enhance your skills and contribute to team growth.

· Handling nationwide enquiries, including complex cases or advocacy referrals, with professionalism and care.

Hours of Work:

Full-time: 37 hours, Monday to Friday, 8am–4pm, 9am–5pm, or 10am–6pm according to the service rota

Location: Birmingham (Hybrid, on-site for first month)

Salary: £25,877.80 per annum

Contract Type: Permanent

Help Hub Advisor Requirements:

Essential:

· Strong call-handling and research skills, ideally within a customer service or helpline role

· Experience dealing with vulnerable individuals, demonstrating empathy, patience, and resilience

· Proficient IT skills, including Microsoft Office and experience using CRM systems, with the ability to navigate multiple systems at once

· Experience of accurate data entry to databases

· Confident and clear verbal communication skills

· Knowledge and understanding of safeguarding protocols

· Understanding of the principles and application of data protection

Desired:

Knowledge of statutory and non-statutory advocacy, public sector, and third-sector services

Benefits:

· 25 days annual leave plus bank holidays (rising to 30 days after 5 years’ service), with the option to buy or sell up to 5 days leave, plus your birthday off as an additional holiday after 1 year service

· Discretionary shutdown days at Christmas with up to 4 additional days leave

· 1 Community Leave Day per year

· Cash Wellbeing Healthcare Plan covering optical, dental, alternative therapy and more

· Auto-enrolment pension plan

· Death-in-service cover

· Bike-to-work scheme

Meet the Organisation: Who We Are and What We Do

At POhWER, we are committed to empowering individuals and enabling their voices to be heard. We provide advocacy and information services to support people in making effective decisions about their health and social care. Our team is dedicated to listening, exploring options, and taking action to meet our clients' best interests.

Think you are the perfect fit for this Help Hub Advisor role? Don't wait! Apply now with your CV and cover letter.

Closing Date: 9AM, Thursday 17th April 2026 (We reserve the right to close this vacancy early)

Interview Date: TBC

A DBS check and National Offender Management Service vetting will be conducted for this position.

We are proud to support our colleagues from the armed forces, signing the Armed Forces Covenant in August 2024.

POhWER is an equal opportunities employer, holder of the Investors in People Silver award, and a member of the MINDFUL EMPLOYER scheme. We are a Level 2 Disability Confident employer, and disabled applicants who meet all the essential criteria will be guaranteed an interview.

POhWER is committed to equality, diversity, and inclusion. We encourage applications from all backgrounds, cultures, and abilities, and particularly welcome candidates from groups currently underrepresented in our workforce. Our goal is to foster an inclusive environment where everyone feels valued and empowered to contribute. This includes, but is not limited to, people with disabilities, women, men, Black, Asian and other racially minoritised people, and LGBTQ+ individuals.

To help embed inclusion for all from day one, we offer a range of family-friendly, inclusive employment policies, flexible working arrangements, and employee networks to support people from different backgrounds