Wellbeing Helpline Advisor

Location: Remote
Contract type: Temporary (6 months maternity leave cover)
Hours: 32 hours per week, Monday – Friday (7 hours per day)
Salary: £21,440 per annum

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About us

At retailTRUST the welfare of everyone involved in retail and the associated industries is our key focus. We offer support through emotional, physical, vocational and financial wellbeing and in particular, for the over 55s in supported living services. 

About the role

We are looking for an experienced Helpline Advisor to work within the wellbeing helpline, based remotely. Reporting to the Wellbeing Helpline Manager you’ll act as the face of the wellbeing services department by assessing need and providing appropriate onward referral and/ or signposting to services provided either by retailTRUST or other specialist agencies or organisations.  

As a key member of the team you’ll be expected to ensure that all relevant administrative tasks such as maintaining client records and updating the CRM system to ensure accurate reporting by the team.

Ultimately, you’ll play a pivotal role in developing the service, ensuring delivery of a safe and effective service to support individuals seeking support through the trust.

Key role requirements - Helpline

  • Supporting individuals in distress using person-centred helpline skills.
  • Assessing need and providing appropriate onward referral / signposting to services provided by retailTRUST and/or other specialist agencies or organisations.
  • Maintaining clear professional boundaries with callers by operating within the agreed helpline role at all times.
  • Compliance to all helpline policies and procedures must be adhered to.
  • All clients must be dealt with equally and in accordance with retailTRUST’s equal opportunities and diversity policies.
  • Handle all client information in accordance with the principles of Data Protection Act and retailTRUST’s confidentiality policy.
  • Keep abreast with retail industry changes and developments that may be relevant to helpline clients.

Key Role Requirements - Administration

  • Maintaining accurate CRM records for clients accessing support via the helpline.
  • Process grants applications and maintain accurate client records within CRM system in accordance with the principles of Data Protection Act and retailTRUST’s confidentiality policy.
  • Undertaking clerical or administrative work including filing as required by the wellbeing services department to meet the agreed deadlines and as defined within the wellbeing services policies and procedures manual.
  • Ensuring all grant applicants meet the charity’s eligibility criteria.
  • Provide an efficient casework service for grant applicants as defined within the wellbeing services policies and procedures manual.
  • Seek out and where possible, apply to appropriate charitable funds on behalf of grant applicants.
  • Liaise with external agencies to ensure that all necessary information has been gathered in order to process grant applications.
  • Dealing with all helpline enquiries as defined within the wellbeing services policies and procedures manual, taking messages in the absence of colleagues when necessary.
  • Compiling, maintaining and updating reference data as required, ensuring an up to date data reference library.

Skills, experience and attributes

We require someone who sets the standards for etiquette and are empathetic, going the extra mile to offer support. You should also possess the following:

  • Be able to think quickly on your feet and able to understand, process complex situations and suggest suitable solutions. Have a calming and reassuring personality and able to deal with potentially challenging situations.
  • Adapt your service style to cater for the needs of the client.
  • Ensure absolute client confidentiality including the company’s commercial activities and internal affairs.
  • Work effectively and efficiently with the wellbeing department completing tasks as appropriate and ensuring good time management.
  • Apply an approachable, helpful and courteous manner towards external and internal clients being reliable, supportive and flexible as the business demands.


At retailTRUST we provide flexible working options for all employees and benefits include:

  • A pension scheme of up to 9% employer contributions
  • Life assurance of four times your salary
  • A health cash plan, allowing you to claim back on the cost of a number of services such as optical, dental, medical.
  • The day off to celebrate your birthday.

To apply for this role, please send your up-to-date CV.

Apply now