Helpline Operator
SKILLS
FULL DESCRIPTION
Helpline Operator
[Employer hidden — sign up to reveal] is seeking a Helpline Operator for its FamilyLine service. This homebased, part-time role offers a salary of £24,206 FTE per annum (pro-rata £19,626.49) plus home-based allowance. Closing date: 9 May 2025.
About the Job
ID: 1446 Helpline Operator
Service: FamilyLine
Salary: £24,206 FTE per annum (£19,626.49 per annum, pro-rata based on a 30 hour contract). Additionally, £480 home-based allowance FTE per annum.
Location: Homebased
Hours: 30 hours per week (part time)
Contract: Permanent
Role Impact
At [Employer hidden — sign up to reveal] we support people through change, challenge or crisis. It’s what we’ve done for over 150 years. We protect children, support young people and adults and offer direct, practical help to families and communities. Our National Helpline Service - FamilyLine is expanding to include dedicated services for adult family members.
Main Responsibilities
- Deliver a professional and coordinated service to service users either digitally or by telephone.
- Work in partnership with the FamilyLine team and other colleagues.
- Provide a non-judgmental and confidential space for individuals to express their concerns.
- Respond appropriately to any safeguarding concerns.
- Offer information, resources, signposting and referrals.
- Maintain accurate and confidential records of helpline interactions.
Requirements
- Minimum 4 GCSEs (or equivalent) at grade A-C, including Maths and English.
- Experience in providing trauma-informed support through a range of channels, with well-developed telephone skills.
- Excellent organisational skills and IT skills, including case management information systems.
- Appointments subject to satisfactory DBS disclosure.
Benefits
- Annual paid leave starting at 25 days plus bank holidays, rising to 30 days.
- Up to 6% matched-pension contributions.
- Flexible working arrangements.
- Enhanced paid sick leave and family leave.
- Eye care and flu jab vouchers.
- Cycle to work scheme.
- Professional development opportunities.
How to Apply
Click the “Apply Now” link and fill out the digital application form. Closing Date: Friday 9th May 2025 at 23:59. Interviews week commencing 19th May 2025. For queries, email: [Employer hidden — sign up to reveal]
Equality, Diversity & Inclusion
[Employer hidden — sign up to reveal] is committed to equality and diversity and welcomes applications from all sections of the community. We offer a guaranteed interview scheme for disabled applicants who meet minimum criteria.