At a Glance
- Tasks: Support people affected by cancer with benefits advice and financial guidance.
- Company: Join Macmillan Cancer Support, a leading non-profit organisation.
- Benefits: Enjoy generous leave, life assurance, and retail discounts.
- Other info: Flexible working hours and ongoing training provided.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Overview
Support Line Adviser role at Macmillan Cancer Support. Permanent, full-time position working 34.5 hours per week on a shift rotation, Monday to Friday, 8am–6:15pm. Location: home-based.
About the Role
In this rewarding role, you’ll work within the Macmillan Support line in a busy, multi-channel Contact Centre, supporting people affected by cancer by maximising their income and helping them navigate financial uncertainty. The Welfare Rights Team handles around 1,200 contacts per week, responding across phone, webchat and email in a fast-paced, emotionally sensitive environment. The role can be challenging, so resilience is key. Wellbeing support is available.
- Provide clear, accurate benefits advice to customers at pace
- Signpost people to access advice in related areas including debt, energy, housing and employment rights
- Identify and process Macmillan Grant applications
- Deliver high-quality guidance with empathy, professionalism and resilience
- Work towards performance goals to reach everyone who needs our support while ensuring compliance with Quality Guidelines and the Advice Quality Standard
About You
We are looking for individuals with experience working in fast-paced environments, such as contact centres or retail, in a customer-facing setting. You should be used to structured time scheduling and delivering against defined KPIs and productivity indicators (e.g., contact handling times and quality of service).
- Proven ability to handle high volumes of contacts sensitively and professionally
- Strong listening, communication and interpersonal skills
- Experience using Customer Experience Management Systems and other online tools to deliver advice
- Emotional intelligence and resilience when supporting people facing challenging circumstances
- Flexible, solutions-focused approach to work
- Knowledge of the UK benefits system
- Direct Welfare Rights experience is beneficial but not essential
Training and ongoing support provided during induction and onboarding. On-the-job learning to increase knowledge and skills. Ability to adapt to change as the service and organisation grow.
We offer
- Full induction and ongoing development opportunities
- Life assurance and pension
- Generous annual leave
- Interest-free season ticket loans
- A wide range of retail discounts
Working Hours
You will work an average of 34.5 hours per week on a shift rotation. The service operates Monday – Friday, 8am–6:15pm, excluding public holidays.
Recruitment Process
- Application deadline: Sunday 18 January 2026 at 23:59 (vacancy may close early depending on application volume)
- Shortlisted applicants attend a virtual group assessment centre, followed by a benefit knowledge test w/c 9 February (MS Teams)
- Final virtual interviews take place w/c 16 February (MS Teams)
- Expected start date: Monday 23 March 2026
- All offers are subject to a criminal records disclosure check or equivalent
- To ensure fairness and consistency, all applications are anonymised up until an interview has been confirmed.
Equity, Diversity and Inclusion
Macmillan welcomes applications from everyone who meets the criteria and encourages applicants who have a disability, impairment or health condition, or who identify as Black, Asian or from other minority ethnic backgrounds, as these groups are under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy is available on the website.
If you would like to discuss your application or anything further regarding a career at Macmillan Cancer Support, please email us.
Seniority level: Associate
Employment type: Full-time
Job function: Customer Service
Industries: Non-profit Organizations
We encourage applications from everyone and advise reviewing the role requirements carefully to determine fit.
Support Line Adviser in Cardiff employer: Macmillan Cancer Support
Macmillan Cancer Support is an exceptional employer, offering a unique opportunity for Clinical Fellows to make a meaningful impact in community oncology. With a strong focus on employee development and a collaborative work culture, staff are encouraged to innovate and influence national policy while enjoying the flexibility of a hybrid role. Located in a supportive environment, employees benefit from comprehensive training and resources that empower them to enhance cancer care delivery outside of hospital settings.
StudySmarter Expert Advice🤫
We think this is how you could land Support Line Adviser in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Macmillan Cancer Support. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Macmillan Cancer Support before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Line Adviser in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Macmillan Cancer Support:Your cover letter is your chance to shine! Tell us why you want to work at Macmillan Cancer Support specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Macmillan Cancer Support!
How to prepare for a job interview at Macmillan Cancer Support
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
