London office-based or home-based within the UK
External Affairs
Permanent
About us
Cystic Fibrosis Trust is the only UK-wide charity dedicated to uniting for a life unlimited for everyone affected by cystic fibrosis. We're working towards a brighter future for everyone with cystic fibrosis (CF) by funding cutting-edge research, driving up standards of care and supporting people with the condition and their loved ones every step of the way.
Our incredible community of supporters, volunteers, and fundraisers are at the heart of everything we do. That’s where you come in!
About the Role
To deliver a high-quality, confidential information and support service to people affected by cystic fibrosis through the Cystic Fibrosis Trust's Helpline and online support channels.
The role involves responding to a wide range of enquiries, providing information and signposting, supporting individuals to access appropriate services, and helping to ensure people affected by cystic fibrosis can make informed decisions and access the support they need.
What you’ll be doing
- Providing information and support through our Helpline, responding to enquiries by phone, email, social media and WhatsApp.
- Listening with empathy and helping people understand their options, access support services and overcome barriers.
- Signposting and referring people to relevant internal and external support, including welfare, employment and peer support services.
- Maintaining accurate records, identifying safeguarding concerns and helping ensure our online communities remain safe and welcoming.
Who we’re looking for
To succeed in this role, you will need:
- Experience of supporting people by providing advice, information or guidance in a public-facing role.
- Excellent communication and listening skills, with the ability to respond clearly, accurately and empathetically.
- Confidence handling complex or sensitive enquiries and supporting people through challenging situations.
- A proactive, organised and solution-focused approach, with strong IT and record-keeping skills.
- Commitment to inclusion, safeguarding, confidentiality and delivering a high-quality service.
Benefits of working for us
We offer a range of benefits including flexible working, 30 days annual leave plus recognised bank holidays (pro-rata for part time staff), contributory pension scheme, Healthcare cash plan covering dental, optical, 24/7 GP service, Employee assistance programme and opportunities for learning and development.
Ready to join us as we unite for a life unlimited?
If you have a passion for our vision and the skills to inspire our community, we would love to hear from you.
Closing and interview dates
Closing date for completed applications is 11:59pm on Sunday 1st November 2026.
First interviews will be held week commencing Week commencing 10th and 11th November 2026.
We reserve the right to bring forward the closing date or extend if necessary. Therefore, if you are interested in this role, please submit your application as early as possible.
Our commitment to an inclusive workplace
Cystic Fibrosis Trust aims to be an inclusive workplace where everyone belongs, can be themselves and achieve their full potential. We want to attract, develop, and retain staff with diverse backgrounds, experiences, and perspectives; particularly people who have cystic fibrosis, people who identify as being from an ethnic minority group, as LGBTQ+ and people with disabilities.
It is our policy not to discriminate against any person because of their age, gender reassignment, being married or in a civil partnership, being pregnant or on maternity leave, disability (physical and mental), race including colour, nationality, ethnic or national origin, religion or belief (including lack of belief), sex, sexual orientation or union membership.
£18,231 (FTE £30,385) plus London Weighting £1,800 (FTE £3,000) or plus Home Allowance £450 per year
Hours
21 hours per week, Monday to Wednesday, 9am to 5pm
Competitive
01-11-2026
Job attachments
261009_Helpline_Officer_Job_Description_and_Person_Specification.pdf
#J-18808-Ljbffr
Helpline Officer employer: Livevacancies
At Livevacancies, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel in their roles. As a Master Production Scheduler & Controller, you will benefit from comprehensive professional development opportunities, competitive compensation, and a commitment to safety and process improvement. Located in a vibrant area, our company offers a dynamic environment where your contributions directly impact our success and growth.
