Helpline Advisor - Call Handling

Please note that this vacancy involves a hybrid arrangement of home and office working and therefore candidates will need to be within a commutable distance of our Salford Helpline office.

At the NSPCC, our vision is to end cruelty to all children in the UK. Every childhood is worth fighting for. This is our belief. It drives us and why our Services team never stop sharing our learning, information, advice and support with everyone who needs it.

We are a fast‑paced national Helpline that provides advice, information and support to members of the public and professionals who wish to access the NSPCC via telephone, email and social media.

As a Helpline Advisor you will be the first point of contact for adults wishing to report child protection concerns. With empathy and sensitivity you will provide reassurance to callers while efficiently identifying key points of the concerns being shared.

The Helpline operates a hybrid‑working model with one in three weeks worked from home. The post holder will work a rota shift pattern that covers 8 am‑9 pm on weekdays and 9 am‑6 pm on weekends, including weekends and bank holidays. The position is full‑time (35 hour).

• Your salary is reviewed every year to ensure it is at least comparable with the UK’s top five charities
• You are entitled to 29 days annual leave, plus bank holidays (if you work full‑time). After 5 years this increases to 32 days
• We match your pension contributions up to 7%
• You have access to our online discount portal with over 3,000 discounts and offers
• You have access to our Wellness Hub which provides tools to support your wellbeing (Employee Assistance Programme, emotional resilience training, mindfulness resources and more)

• Excellent interpersonal, written and oral communication skills with previous customer service experience
• Strong attention to detail and enquiry and questioning abilities, acquired from high‑demand customer service environments
• Good IT skills
• Ability to meet demanding targets, self‑discipline and ability to work quickly to deliver a child‑focused service that positively impacts lives of children and families

The NSPCC is committed to equality and diversity and wants to attract a range of talented people. The NSPCC fully supports the rights and opportunities of all staff to seek, obtain and hold employment and to enjoy equal employment opportunities without discrimination.