At the NSPCC, our vision is to end cruelty to all children in the UK. It's a unique and ambitious mission — and one you will help us achieve as Helpline Advisor.

The NSPCC Helpline provides a single point of contact, telephone and email advice, information and support members of the public and professionals wishing to access the NSPCC.

As a Helpline Advisor you will be the first point of call on the NSPCC adult Helpline for adults wishing to report child protection concerns. With empathy, sensitivity and common sense you will be able to reassure callers that they have made the right decision, whilst also ensuring you efficiently identify initial key points of the concerns the caller is sharing.

This is your opportunity to build on your front-line enquiry and child protection assessing skills within a unique and highly influential national service. It's also a chance to work for an organisation whose core value is putting children first and for you to make a positive impact on thousands of families across the UK.

To be successful in this role, you will need to have the following:

• Previous contact centre/call centre experience essential
• Child protection experience is desirable
• Ability to summarise and relay important information
• Enthusiastic about building a rapport with people
• Passionate about providing excellent customer service
• Motivated by making a difference
• Strong attention to detail
• Great enquiry and questioning abilities
• Good IT skills

If you believe you tick all of the above and want to join us in the fight for every childhood please apply now.

In return we offer:

• Generous annual leave entitlement starting at 29 days per year
• Employee discounts on everyday goods and services offering up to 35% off your favourite brands
• Employee Assistance Programme (EAP)
• Pension
• Life Assurance Scheme
• Family friendly policies including paid parental and carers leave
• Bicycle and Season Ticket Loans
• Staff volunteering opportunities

The Helpline operates a hybrid-working model, with a requirement that one in three weeks is 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 7.30am to 10pm on weekdays and 8am-7pm on weekends. This also involves bank holiday working/weekend working.

If you would like any further information about the role, please contact us at [email protected].

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.