Helpline Advisor - Call Handling

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 Birmingham Helpline office.

At the NSPCC, our vision is to end cruelty to all children in the UK. Every childhood is worth fighting for. This belief drives us. Join us as a Helpline Advisor and create work that means the world.

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 provide reassurance to callers while efficiently identifying 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.

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. This role is part-time, 17.5 hours in our Birmingham office.

Our people are at the heart of everything we do; they are the reason we can keep working to protect children and prevent abuse. To ensure our employees feel happy, supported, and valued, we offer a range of fantastic 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, acquired from previous experience 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 effectively deliver a child-focused service that positively impacts the lives of children and families.

If you are unable to attend any of the proposed interview dates, you are encouraged to contact the Helpline Recruitment Team to discuss any additional slots which may be available.

Join us and you will become part of a team that cares about the work they do and the people they work with. You will discover opportunities to grow, along with challenges and a shared purpose that will bring out the best in you. And you will get to find your own way to make a difference that means more and 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.