Support Line Adviser

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.

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

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 at TATeam@macmillan.org.uk.

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.