Helpline Advisor - Call Handling

About the role

The Helpline Advisor provides the first point of contact for adults reporting child protection concerns to the NSPCC. Working in a fast‑paced national helpline, you will handle calls, emails and social media messages with empathy and professionalism, helping families and professionals across the UK.

Key responsibilities

• Answer inbound enquiries and reports of child protection concerns via telephone, email and social media.
• Provide reassurance and clear information while gathering essential details.
• Record interactions accurately and follow established safeguarding procedures.
• Work a rotating shift pattern covering weekdays (8 am‑9 pm) and weekends (9 am‑6 pm), including bank holidays.

Required profile

• Excellent communication and listening abilities.
• Ability to manage sensitive information with discretion.
• Empathy, resilience and emotional stability when dealing with distressing situations.
• Willingness to work a hybrid schedule, with one week per month from home.

Required skills

• Proficiency with standard office IT equipment.
• Basic computer literacy for handling calls, emails and social‑media platforms.

What we offer

• Part‑time (17.5 hours per week) role with flexible shift patterns.
• Annual salary reviewed to stay competitive with the UK’s top charities.
• 29 days of annual leave plus bank holidays, increasing after five years of service.
• Pension scheme with employer matching up to 7 %.
• Access to an online discount portal, wellness hub and employee assistance programmes.