Job Type: 6 month fixed-term contract (potential for contract to be extended)
Salary: £25,500 to £27,500 per annum (FTE)
Hours: Part-Time: 15 hpw
Location: Home based with occasional travel
Overview of the Role
We are seeking a compassionate and knowledgeable Benefits & Helpline Advisor that will report into the Head of Support to provide emotional support, benefits guidance, and practical information to people affected by ocular melanoma. Working on the OMUK helpline, you will be a first point of contact for patients and families, helping them navigate the emotional and practical challenges of living with a rare cancer. You will also stay up to date on welfare policies, ensuring patients are informed of their rights and available support services.
Background
Ocular melanoma is the most common eye cancer in adults, with approximately 600-700 people a year diagnosed in the UK. It can be a terminal condition, but we are seeing improvements in the treatment people receive.
Our mission is to change the landscape for people with ocular melanoma cancers by uniting the wider community so that every person receives the support, information, and treatment they need to live well for longer.
We do this by:
- Promoting and protecting the physical and mental health of people with ocular melanoma and their families in the United Kingdom through the provision of support, information, education and practical advice.
- Promoting research for the public benefit on the subject of ocular melanoma and to publish the useful results.
Key Responsibilities:
Helpline Support
· Provide emotional support, empathy, and practical information via OMUK’s helpline, responding to telephone, email, and online enquiries.
· Offer a compassionate, non-judgmental listening ear to patients, carers, and families.
· Gain and maintain a broad understanding of ocular melanoma, its treatments, and its impact to provide effective and relevant support.
Benefits Guidance
· Guide patients and families through accessing welfare benefits, grants, entitlements, and support services.
· Keep up to date with changes in welfare policy, eligibility criteria, and available resources.
· Provide clear, accessible information on rights, financial help, and practical support options.
Administration & Record Keeping
· Record all interactions, referrals, and follow-ups accurately, confidentially, and in line with OMUK data protection policies.
· Maintain up-to-date case notes and service usage data to support monitoring and evaluation.
Collaboration & Service Development
· Work closely with the Head of Support to identify emerging patient needs and gaps in support.
· Share insights from helpline calls to help shape OMUK’s support services and resources.
· Contribute to team meetings, service improvement discussions, and patient information updates.
· Undertake any other duties as reasonably required, consistent with the responsibilities and level of the role.
Person Specification
Essential:
- Experience providing emotional support, advice, or guidance, ideally in a healthcare, helpline, or charity setting.
- Knowledge or willingness to learn about welfare benefits, rights, and available support services.
- Strong interpersonal and active listening skills, with empathy and compassion.
- Excellent written and verbal communication skills.
- Ability to handle sensitive and emotional conversations with resilience and professionalism.
- Strong organisational skills and attention to detail for accurate record keeping.
- Comfortable working independently as part of a small, remote team.
Desirable:
- Knowledge of the UK benefits system, welfare rights, or financial support services.
- Experience working with people affected by cancer or rare diseases.
- Helpline or telephone support experience.
- Experience using a CRM or case management system.
Benefits
- Contributory pension scheme
- 20 days holiday plus 8 bank holidays (FTE)
- Flexible family-friendly working by arrangement
- Access to an Employee Assistance Programme
- On-job-training and external training provisions
- Valuable experience working in the charity/health sector
- Frequent opportunities to meet with beneficiaries and supporters and to experience first-hand the charity's impact.
Pay: £25,000.00-£27,500.00 per year
Application question(s):
- Knowledge of welfare benefits?
Experience:
- healthcare: 1 year (preferred)
- helpline / advisory: 1 year (preferred)
- working in the charity sector: 1 year (preferred)
Work Location: Remote
