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Organisation name
£36,181 - £43,204 (plus inner London weighting of £3039)
Closing date
Job location
London, Waterloo
About this Role

Prospect is the trade union of choice for over 150,000 professionals, specialists, and managers from across the UK. Our members vary from nuclear physicists and engineers to film directors and cinematographers – with many more in between. For each of these members we provide advice, support, and representation. Join us and you can make a real difference to the lives of working people.

As a Senior Helpdesk Advisor within our Member Contact Centre, you’ll use your professional attitude, communication skills and customer service experience to deliver an excellent service to Prospect members and potential members. You will be responsible for supporting and advising individuals through our Professional Advice Line and representing their cases with employers for issues such as grievances and disciplinary meetings to ensure successful outcomes.

Your role will be widely varied through providing support and advice on a broad range of complex employment issues and looking at how we can organise and recruit members. You’ll need to have an empathetic and understanding manner and be able to work confidently with our members to ensure Prospect delivers world class customer service.

This is a great opportunity to join Prospect at an exciting time with plenty of room for long term progression and development.

Knowledge, Skills & Experience

Essential Knowledge & Skills

  • Employment Law Qualification
  • Excellent telephone manner with strong verbal communication skills
  • Strong attention to detail
  • Sound analytical and problem-solving skills
  • Ability to understand and apply processes
  • Ability to build rapport quickly
  • Excellent organisational skills and the ability to multitask and prioritise
  • Ability to work in a team and work using initiative

Essential Experience

  • Experience of providing complex employment law advice either face to face or in a contact centre environment
  • Experience of representing members in meetings with employers
  • Experience of learning new systems to a high standard
  • Experience of working proactively, self-managing time and workload
  • Experience of capturing detailed information and data input
  • Proven track record of providing excellent customer service, preferably within in a contact centre
  • Experience of providing support and advice to customers

 Employee Benefits include

  • Annual incremental salary steps until the maximum is reached.
  • Inner London weighting allowance
  • Up to 33 days annual leave per year
  • Office closure over the Christmas period
  • Contributory defined benefit pension scheme with high employer contribution rate
  • Employee Assistance Programme which offers telephone counselling and a website with many useful toolkits
  • Eye care voucher scheme and cycle to work scheme
  • Access to Prospect member services benefits including shopping, travel, health and insurance discounts
  • Access to training to support career development
Further information

Please email HR on for an application pack.

Interviews will also include an assessment to test competency levels

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