Are you someone with excellent customer service skills, who thrives in a busy environment and has a passion for supporting others to use technology? If so, this is an exciting opportunity to join the team responsible for ensuring the smooth operation of the NSPCC's two major helplines, the NSPCC Helpline and Childline.

About our team

HOST (Helplines Operational Support Team) exists within the NSPCC Services directorate to provide advice, guidance and support to the Helpline services (Childline and the NSPCC Helpline). The team work with a wide range of stakeholders (from volunteers to trustees) offering a single point of expertise in workforce planning and development, technical system support, performance reporting and data insight.

Who we're looking for in a nutshell

We are currently looking for a new member of the team to work with us as a Helplines System Support Coordinator. We have a permanent post. We have options for remote, hybrid or office working (Monday - Friday, office hours) depending on your preference.

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

• A passion for customer service
• Be comfortable working with technology
• A keen problem-solver
• Organised, with the ability to prioritise tasks in a fast-paced environment

To apply, please refer to the attached Job Description. When completing your online application, please provide a supporting statement which outlines how your experience addresses each of the 9 points listed under the section called 'person specification'.

Supporting detail

The post holder will work closely with the Helplines Support Desk Manager and the Helplines Support Desk Coordinators to provide the 1st line system support for the Helplines. They will support the swift resolution of live support issues or fulfilment of system change requests across the Helplines systems. The Helplines System Support Coordinator will be “the face of HOST” and provide outstanding customer service for those that need our help via email, phone and our online portal.

In return we offer:

• Generous annual leave entitlement starting at 29 days per year (plus bank holidays)
• 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 interview process is as follows:

• Shortlisting Monday 18th September
• Those shortlisted will then be invited to interview on 20th/21st September

All interviews will be held over Microsoft Teams and be video-based.

If you have any questions in relation to this post, please contact Sam Jones, Helplines Support Desk Manager ([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.