Helplines System Support Coordinator

HOST (Helplines Operational Support Team) exists within the NSPCC National Services directorate to provide advice, guidance and support to the helpline services (Childline and the NSPCC Helpline). The team work with a wide range of stakeholders (from volunteers to trustees) offering a single point of expertise in workforce planning and development, technical system support, performance reporting and data insight.   

The Helplines System Support Coordinator will work closely with the Helplines Support Desk Manager to provide the 1st line system support for the Helplines during office hours. They will support the swift resolution of live support issues or fulfilment of system change requests across the Helplines systems. This will include supporting technologies including contact centre and case recording applications, website services, workforce planning systems and reporting tools. The Helplines System Support Coordinator will be “the face of HOST” and a knowledgeable front-end system administrator who provides a timely and effective response to staff and volunteers across the Helplines via email, phone and our online portal.  

Please refer to the job description for a detailed overview of the role, responsibilities, and required experience and skills. Note, we are currently seeking 1 x permanent role (full time) and 1 x fixed term position (full time) until 31st March 2022   

Applicants are asked to prepare and submit an application with specific reference to each of the points against the person specification.  

If you have any questions in relation to this post, please contact Sam Jones, Helplines Support Desk Manager at Sam.Jones2@NSPCC.org.uk   


As an organisation, we are committed to creating and fostering a culture that promotes safeguarding and the welfare of all children and adults at risk. Our safer recruitment practices support this by ensuring that there is a consistent and thorough process of obtaining, collating, analysing and evaluating information from and about candidates to ensure that all persons appointed are suitable to work with our children and adults.

  • Annually:
    £19,000-£21,285 plus Home Working or London Weighting allowance where applicable
  • Region:
    Flexible & home working
  • Location:
    Remote or Flexible location
  • Department:
  • Vacancy Type:
    Fixed Term
  • Working Hours Per Week:
  • Duration of Fixed Term:
    Until 31st March 2022
  • Closing Date:
    5 December 2021

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