What does the Helpline do?
At the NSPCC, our vision is to end cruelty to all children in the UK. An ambitious but worthwhile mission — and one you will help us achieve as a Helpline Advisor.
At our UK-wide Helpline, our priority is to empower the public to protect children and young people. With sensitivity and common sense, the Helpline Advisor is an essential role; they are the initial point of contact for people, offering support and assurance to anyone who thinks a child may be at risk of abuse.
What skills and experience are we looking for?
This is a fast-paced national Helpline with demanding targets, where self-discipline and the ability to work quickly are as essential to enable us to effectively deliver a child focused service.
To be successful in this role, you will need to have the following:
- Call centre experience where you have offered support to members of the public via telephone
- The drive to make a difference
- Excellent interpersonal, written and oral communication skills
- A strong attention to detail and great enquiry and questionning abilities, which have been acquired by previous experience in working in a high demand customer service environment
- Good IT skills
- Ability to meet targets, to allow us to effectively deliver a child focused service that positively impacts on the lives of children and families
What shifts will you work?
The Helpline operates a hybrid-working model, with the opportunity for one in three weeks to be worked from home; these will be a mix of day and evening shifts. IT equipment will be provided, but you will need to have an ergonomic workspace at home that will allow you to work confidentially and keep organisational information secure.
The post holder will be required to participate in a rota working pattern and support a team that covers the period 8am to 9pm on weekdays. Advisors may also be required to work 9am-6pm on weekends as part of their contract. This also involves bank holiday working/weekend working. (Please see the attached rota information document for full details)
What do we offer in return?
- Generous annual leave entitlement starting at 29 days per year. After 5 years this increases to 32 days per year.
- Employee discounts on everyday goods and services offering up to 35% off your favourite brands
- Employee Assistance Programme (EAP) and access to our Wellness Hub
- We match your pension up to 7%
- Life Assurance Scheme
- Family friendly policies including paid parental and carers leave
- Bicycle and Season Ticket Loans
