At a Glance
- Tasks: Provide support and advice to those reporting child protection concerns with empathy.
- Company: Join the NSPCC, a leading charity dedicated to ending cruelty to children in the UK.
- Benefits: Competitive salary, 29 days annual leave, wellness support, and pension contributions.
- Other info: Hybrid working model with excellent career development opportunities.
- Why this job: Make a real difference in children's lives while working in a supportive environment.
- Qualifications: Strong communication skills and previous customer service experience required.
The predicted salary is between 30000 - 40000 £ per year.
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 Salford Helpline office.
NSPCC Vision
At the NSPCC, our vision is to end cruelty to all children in the UK. Every childhood is worth fighting for. This is our belief. It drives us and why our Services team never stop sharing our learning, information, advice and support with everyone who needs it.
NSPCC Helpline
We are a fast‑paced national Helpline that provides advice, information and support to members of the public and professionals who wish to access the NSPCC via telephone, email and social media.
Role
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 key points of the concerns being shared.
Shift Pattern
The Helpline operates a hybrid‑working model with one in three weeks worked from home. The post holder will work a rota shift pattern that covers 8 am‑9 pm on weekdays and 9 am‑6 pm on weekends, including weekends and bank holidays. The position is full‑time (35 hours).
Benefits
- Your salary is reviewed every year to ensure it is at least comparable with the UK’s top five 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 and 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).
Key Skills
- Excellent interpersonal, written and oral communication skills with previous customer service experience.
- Strong attention to detail and enquiry and questioning abilities, acquired from high‑demand customer service environments.
- Good IT skills.
- Ability to meet demanding targets, self‑discipline and ability to work quickly to deliver a child‑focused service that positively impacts lives of children and families.
Equality and Diversity
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.
Helpline Advisor - Call Handling in Salford employer: NSPCC
At NSPCC, we are dedicated to creating a supportive and inclusive work environment where every employee can thrive. Our hybrid working model allows for flexibility, while our commitment to professional development ensures that you will have ample opportunities to grow within the organisation. With competitive benefits, including generous annual leave and a focus on employee wellbeing, joining our team means being part of a mission-driven organisation that truly values your contributions in making a difference in the lives of children across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Helpline Advisor - Call Handling in Salford
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at NSPCC.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from NSPCC!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like NSPCC, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at NSPCC or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Helpline Advisor - Call Handling in Salford
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to NSPCC:Before hitting send, make sure to tailor your application specifically to NSPCC! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at NSPCC
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
