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Call Handler - Helpline

Job Details
  • 5638
  • NSPCC
  • Birmingham
  • Permanent, Full Time
  • In the region of £19,000 to £21,711 + 3.5% rota allowance + benefits

Helpline Advisor (Call Handler)

If you’re looking for a role where your actions truly make a difference, then this is a fantastic opportunity to be part of an organisation whose core value is putting children first, and where you can personally make a positive impact on thousands of families across the UK.

At the NSPCC, our vision is to end cruelty to all children in the UK. An ambitious but worthwhile mission – and one you will help us achieve as a Helpline Advisor (Call Handler). You will undertake a key role as part of the NSPCC Helpline, a place where adults can get advice or share concerns about a child, anonymously if they wish.

The Role – Helpline Advisor (Call Handler)

As a Helpline Advisor, you’ll be the voice of the NSPCC, acting as the first point of contact for adults wishing to report child protection concerns. Your role will be critical in ensuring contact made about children’s welfare is recognised and redirected as a priority. Your duties will include:

  • Gathering information from callers, collecting a brief summary of any safeguarding concerns
  • Gathering information about the child / children involved, the family situation and the immediate risk
  • Passing the call through to a Helpline Practitioner, or arranging a call back
  • Responding to emails from members of the public, or directing them to the relevant part of the organisation

Our Requirements – Helpline Advisor (Call Handler)

  • Proven call handling or contact centre experience
  • Superb communication skills, with the ability to collect, assess and summarise essential information in written format
  • Resilient, and driven by making a difference
  • Good computer skills
  • Ability to work quickly and prioritise whilst under pressure

Although not essential, some child protection or safeguarding experience would be highly advantageous for this role.

The Package

  • Salary in the region of £19,000 to £21,711, plus 3.5% rota allowance
  • 29 days annual leave plus bank holidays
  • Pension, life assurance and childcare voucher scheme
  • Access to the NSPCC ‘Employee Assistance Scheme’
  • A wide range of discounts and promotional offers on everything from meals out to mobile phones and household appliances
  • Access to wellbeing initiatives

Working from our modern offices located in Birmingham, you’ll be employed on a permanent contract, working 35 hours per week on a rota working pattern that covers the period 8am to 10pm on weekdays. As part of the rota you’ll also be required to work 1 in every 3 weekends covering 9am to 6pm, and some Bank Holidays.

All applications for this Helpline Advisor (Call Handler) vacancy are to be submitted online, and strictly no agency calls or agency CV submissions.

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