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- Tasks: Support callers with child protection concerns, providing reassurance and identifying key issues.
- Company: Join NSPCC, a leading charity dedicated to ending cruelty to children in the UK.
- Benefits: Enjoy 29 days annual leave, matched pension contributions, and access to wellness resources.
- Why this job: Make a real impact on children's lives while developing your skills in a supportive environment.
- Qualifications: Excellent communication skills and customer service experience are essential; IT skills are a plus.
- Other info: Hybrid working model with shifts covering weekdays and weekends; training starts in October 2025.
The predicted salary is between 24000 - 36000 £ per year.
NSPCC Belfast, Northern Ireland, United Kingdom
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 Belfast Helpline office.
What is the NSPCC vision?
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 it\’s why our Services team never stop sharing our learning, information, advice and support with everyone who needs it.
It is a unique and ambitious mission – join us as a Helpline Advisor and create work that means the world.
What does the NSPCC Helpline do?
We are a fast-paced national Helpline which 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 be able to provide reassurance to callers whilst also ensuring you efficiently identify initial key points of the concerns being shared.
This is your opportunity to build on your front-line enquiry and safeguarding assessment skills within a unique and highly influential national service. It is 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.
What are the expected shifts at the NSPCC Helpline?
The Helpline operates a hybrid-working model, with an option 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 NSPCC Helpline is operational every day and the post holder will be required to work a rota shift pattern that covers the period 8am-9pm on weekdays and 9am-6pm on weekends. This also includes working weekends and bank holidays. We are looking to recruit to a full-time (35 hour) and part time (17.5 hour) position.
Benefits
- Your salary is reviewed every year to ensure it\’s at least comparable with the UK\’s top 5 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 & 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!)
What skills are we looking for?
You Will
- Be someone with excellent interpersonal, written and oral communication skills with previous Customer Service experience.
- Have a strong attention to detail and great enquiry and questioning abilities, which have been acquired from previous experience in working in a high demand customer service environment.
- Have good IT skills.
- Meet demanding targets, where self-discipline and the ability to work quickly are essential, to allow us to effectively deliver a child focused service that positively impacts on the lives of children and families.
Join us and you\’ll become part of a team that cares about the work they do and the people they work with. You\’ll discover opportunities to grow, along with challenges and a shared purpose that\’ll bring the best out in you. And you\’ll get to find your own way to make a difference that means more, and that impacts millions of young lives.
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.
The Helpline operates a cohort induction model where we aim for new starters to commence their employment at the same time as other new starters to the Helpline. This will allow you to have a more supportive group learning environment within the induction period.
Recruitment Timeline
- Closing Date: 11/01/2026
- Shortlisting of Candidates: Week beginning – 12/01/2026
- Telephone calls to shortlisted candidates: Week beginning 16/01/2026
- First stage Interviews: Week beginning – 21/01/2025
- Second Stage Interviews: Week beginning – 03/02/2026
- Cohort start Date: 20/04/2026
If successful candidates are unable to commence their employment on this start date, they will be placed in the next available induction cohort.
If you are unable to attend any of the proposed interview dates above, you are encouraged to contact the Helpline Recruitment Team to discuss any additional slots which potentially may be available: HelplinesRecruitment@NSPCC.org.uk.
Our rolling recruitment process ensures that we remain agile and responsive to all applications submitted, allowing us to progress candidates through the recruitment process prior to the vacancy closing date.
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Helpline Advisor - Call Handling employer: NSPCC
Contact Detail:
NSPCC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpline Advisor - Call Handling
✨Tip Number 1
Familiarise yourself with the NSPCC's mission and values. Understanding their commitment to child protection will help you align your responses during interviews, showcasing your passion for their cause.
✨Tip Number 2
Practice active listening skills. As a Helpline Advisor, you'll need to demonstrate empathy and understanding. Role-play scenarios with friends or family to enhance your ability to respond sensitively to callers.
✨Tip Number 3
Research common child protection concerns and how to address them. Being knowledgeable about these issues will not only boost your confidence but also show your preparedness for the role.
✨Tip Number 4
Network with current or former NSPCC employees if possible. They can provide valuable insights into the work culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Helpline Advisor - Call Handling
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Helpline Advisor. Familiarise yourself with the NSPCC's mission and how this role contributes to child protection.
Tailor Your CV: Highlight your customer service experience and any relevant skills that align with the job description. Emphasise your communication skills, attention to detail, and ability to work under pressure.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for child protection and your understanding of the NSPCC's values. Use specific examples from your past experiences to demonstrate your suitability for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at NSPCC
✨Show Empathy and Understanding
As a Helpline Advisor, you'll be dealing with sensitive issues. It's crucial to demonstrate empathy during your interview. Share examples from your past experiences where you successfully handled difficult conversations or provided support to someone in need.
✨Highlight Your Customer Service Experience
Make sure to discuss your previous customer service roles. Emphasise your ability to handle high-pressure situations and how you've met demanding targets. This will show that you're well-prepared for the fast-paced environment of the NSPCC Helpline.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to think on your feet. Practice responding to hypothetical situations related to child protection concerns, as this will help you articulate your thought process during the interview.
✨Demonstrate Strong Communication Skills
Effective communication is key for this role. During the interview, focus on your verbal and written communication abilities. You might be asked to explain complex information clearly, so practice articulating your thoughts concisely and confidently.
