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- 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.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Flexible working hours and ongoing training provided.
The predicted salary is between 30000 - 42000 £ per year.
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.
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.
You will:
- 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
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
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.
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.
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.
Support Line Adviser in London employer: Macmillan Cancer Support
Contact Detail:
Macmillan Cancer Support Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Line Adviser in London
✨Tip Number 1
Get to know the company inside out! Research Macmillan Cancer Support, their values, and the Support Line Adviser role. This will help you tailor your responses during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with sensitive topics, it's crucial to convey empathy and professionalism. Role-play with a friend or family member to get comfortable with delivering advice clearly and compassionately.
✨Tip Number 3
Prepare for the group assessment centre! Brush up on your knowledge of the UK benefits system and think about how you can demonstrate your resilience and problem-solving skills. Being ready for this step can really set you apart from other candidates.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join the team at Macmillan. Don’t forget to follow up if you haven’t heard back after a week or two!
We think you need these skills to ace Support Line Adviser in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the Support Line Adviser role. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Skills: Don’t just list your skills; give examples of how you've used them in past roles. Whether it's handling high volumes of contacts or providing empathetic support, we want to see how you’ve made a difference.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and free of jargon. This will help us see your communication skills right from the start.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role there!
How to prepare for a job interview at Macmillan Cancer Support
✨Know Your Stuff
Make sure you brush up on the UK benefits system and any relevant welfare rights knowledge. Familiarise yourself with common queries that people affected by cancer might have, so you can provide clear and accurate advice during the interview.
✨Show Your Empathy
This role requires a lot of emotional intelligence. Be prepared to share examples of how you've handled sensitive situations in the past. Highlight your ability to listen and communicate effectively, as these skills are crucial for supporting individuals facing challenging circumstances.
✨Demonstrate Resilience
Working in a fast-paced environment can be tough, so think of times when you've had to stay calm under pressure. Share specific instances where you've managed high volumes of contacts while maintaining quality service, as this will show you're ready for the demands of the role.
✨Be Ready for Role-Play
During the assessment centre, you might encounter role-play scenarios. Practice responding to hypothetical customer queries or complaints. This will help you feel more confident and showcase your problem-solving skills in real-time, which is essential for a Support Line Adviser.
