Helpline Advisor - Call Handling

At the NSPCC, our vision is to end cruelty to all children in the UK. It’s a unique and ambitious mission — and one you will help us achieve as Helpline Advisor.

The NSPCC Helpline provides a single point of contact, telephone and email advice, information and support members of the public and professionals wishing to access the NSPCC.

As a Helpline Advisor you will be the first point of call on the NSPCC adult Helpline for adults wishing to report child protection concerns. With empathy, sensitivity and common sense you will be able to reassure callers that they have made the right decision, whilst also ensuring you efficiently identify initial key points of the concerns the caller is sharing.

This is your opportunity to build on your front line enquiry and child protection assessing skills within a unique and highly influential national service. It’s 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.

To be successful in this role, you will need to have the following:

  • Previous contact centre/call centre experience essential
  • Child protection experience is desirable
  • Ability to summarise and relay important information
  • Enthusiastic about building a rapport with people
  • Passionate about providing excellent customer service
  • Motivated by making a difference
  • Strong attention to detail
  • Great enquiry and questioning abilities
  • Good IT skills

If you believe you tick all of the above and want to join us in the fight for every childhood please apply now.

You will be required to participate in a rota pattern that covers the period 08.00am to 10.00pm. This rota also requires involvement in weekends & Bank Holidays.

If you would like any further information about the role, please contact us at Helplinesrecruitment@NSPCC.org.uk.

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.

Please note: we operate a rolling recruitment process. Due to the nature of the recruitment on the Helplines, we are constantly building a talent pool of candidates for any future positions at the NSPCC. We are always on the lookout for talent to keep in touch with.


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Quays Reach - Salford
NSPCC Regional Centre, Quays Reach, 14 Carolina Way, , Salford, Greater Manchester, United Kingdom, M50 2ZY

We are committed to safeguarding and promoting the welfare of all children and vulnerable adults and expect all staff, volunteers, agency workers and consultants to share this commitment.

  • Annually:
    £19,000 FTE plus 3.5% Rota Allowance
  • Region:
    North West
  • Location:
    Quays Reach - Salford
  • Department:
    NSPCC Helpline
  • Vacancy Type:
  • Working Hours Per Week:
  • Closing Date:
    28 September 2021


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Welcome, I'm the NSPCC Bot and I'm here to help