Senior Helpline Advisor

Senior Helpline Advisor

Location: Crewe

Salary: £27,826

Our client, Baywater Healthcare, a trusted provider of essential home healthcare services on behalf of the NHS, is seeking a Senior Helpline Advisor.

The Helpline Support Lead is responsible for supporting the Helpline Team Leader in the effective day‑to‑day operation of the department. The role acts as deputy Team Leader during periods of absence, out of hours, or whenever required, ensuring that all department KPIs are consistently achieved. This position provides guidance to team members, supports service users with professionalism and empathy, and upholds all organisational values and standards.

Key Responsibilities:

Operational Support

• Support the Team Leader in delivering daily team objectives and meeting monthly departmental KPIs.
• Act as Team Leader out of hours and during periods of absence, ensuring continuity of service.
• Provide guidance to team members, handling escalated queries and offering support and direction.
• Problem‑solve equipment‑related issues using NHS‑approved algorithms.
• Process Home Oxygen Order Forms in line with the NHS Desk‑Based Risk Assessment procedure.

Customer Service

• Handle calls from patients and healthcare professionals, providing clear, positive, and professional support.
• Maintain a client‑centred approach in all interactions, ensuring customer expectations are met and exceeded.

Systems & Compliance

• Ensure full adherence to all environmental and quality‑related processes and procedures.
• Complete mandatory training, refresher courses, and updates as required.
• Maintain an in‑depth understanding of the Patient Database system and support colleagues in its use.

Skills, Knowledge & Experience

• Strong communication skills, both written and verbal.
• Competency in Microsoft Excel, Word, Outlook, and general Windows applications.
• Ability to work with a high degree of accuracy and attention to detail.
• Excellent timekeeping, time management, and organisational capabilities.
• Self‑motivated with a proactive, positive approach.
• Strong problem‑solving skills with the ability to support others.
• Ability to maintain professionalism and uphold company values at all times.
• Effective team‑player with the ability to develop and motivate others