Helpline Jobs

Background to the role

Age UK East London are recruiting a Senior Information Officer to join our growing information and advice team.  We support thousands of people a year to maximise their income, challenge decisions and ensure that they understand their rights and entitlements.

Job description

Job Purpose

• We support some of the most deprived communities in the UK, tackling poverty and health inequality while promoting independence and well-being.  Working in well networked and integrated systems you will make a key contribution to improving the lives of adults, their carers and the wider community. 

• As a Senior Information Officer at AUKEL you will provide be responsible for the smooth operating of our ‘front door’. Your will ensure that people get a timely and professional response from us whether they contact by email, telephone, or by dropping-in to one of our centres. You will line manage a small team of information officers, ensure the service runs efficiently and effectively, and is properly integrated with all our wider services. You will help clients with their enquiries by providing accurate information, signposting, and referral. You will also triage referrals from professionals and ensure that every query gets appropriately responded to by the appropriate member of our team.

Key Tasks

• Support the growth and development of the AUKEL helpline to meet demand and support wider AUKEL Strategy.

• Line Manage information officers to Advice Quality Standard and in line with relevant legislation.

• Compile rotas and ensure that there is always adequate cover on the helpline and support the day to day running of the AUKEL front door.

• Develop and maintain a comprehensive, up to date directory of local services for AUKEL and the wider community.

• Provide information, signposting and referrals to older people and their carers on matters of social welfare, housing, health and social care etc.

• Carry out accurate welfare benefit calculations.

• Oversee referrals and enquiries for the advice team ensuring that referrals for case work are appropriate.

• Ensure that all evaluation and monitoring information is collated and available for funding reports.

• Ensure the reception areas are kept stocked with up-to-date information resources and all literature is current and accurate.

• Ensure our ‘front door’ services are accessible to all older people.

General

• To meet regularly with Advice Service Manager for support, supervision and appraisal.

• To attend team and staff meetings, (and other meetings) as required.

• To undertake any other duties within the competence of the post holder as may be required from time to time for the continued smooth running of Age UK East London.

• To undertake all training required to fulfil the role.

• To carry out the duties of the post in accordance with Age UK’s East London’s policies and procedures including: EDI, Health & Safety, Confidentiality, Complaints, Data Protection, Safeguarding Vulnerable Adults.

 Functional Links

• The role reports to the Advice Service Manager.

Person Specification

Experience

Essential

• Minimum of 2 years’ experience working in an information and/or advice service, or similar helpline.Demonstrable experience in Social Welfare Policy and practice inc. Social Welfare, Housing, Care Act etc.

​Desirable

• Experience of working on busy helpline.

• Holds NVQ Level 3 Advice & Guidance, or equivalent qualification and experience.

Knowledge & Understanding

Essential

• Understanding of the impact of discrimination and disadvantage on the lives of people and ability to work in a trauma-informed manner.

• Understanding and commitment to safeguarding and promoting the welfare of vulnerable adults and their carers.

• Understanding of Data Protection and Privacy in policy and practice.

• Knowledge and understanding of local health, social care and voluntary community sector services.

Desirable

• Knowledge of service available locally to residents and their carers.

• Experience of supporting older people and knowledge of the issues affecting them.

Skills/Attributes

Essential

• Good IT skills

• Can demonstrate AUKEL values (accountable, kind, flexible, inclusive, collaborative) in the way the service is delivered.

• Commitment to learning and development and reflective practice.

• Excellent written and verbal communication.

Additional Requirements

• This post is subject to the relevant check through the Disclosure & Barring Service (DBS).

• Flexibility in working hours to meet organisational needs.

We are looking for a supporter-centred person to join our wonderful community fundraising team to support with our ambitious plans to expand and develop the community programme and portfolio. This includes supporting the team in developing relationships and increasing activity and income while continuing to deliver excellent supporter care to our incredible fundraisers.

About this job

As a Community Fundraising Assistant you will:

• Manage the fundraising inbox and provide effective and efficient support to the community fundraising team.
• Provide excellent supporter care to ensure we provide the best supporter experience whether on the phone, by email or in person.
• Support on key events and activities including our PAW Patrol on a Stroll mass participation event and sporting events, such as the Great North Run and London Marathon.
• Carry out administrative tasks, such as updating records on the database, coding donations and liaising with our Gift Processing team.
• Manage packs and fulfilment process for Dogs Trust community fundraisers.
• Attend fundraising events as a representative of Dogs Trust, including at weekends and out of hours.

About you

With experience or knowledge in a fundraising, supporter services, or customer service role you will be a skilled communicator and have an ability to prioritise and manage several different projects at one time. You will be expected to attend events on some weekends which may require travelling and overnight stays.

About the team

The Community Fundraising team is part of the Individual Giving department in the Fundraising and Marketing Directorate. The IG department brings in approximately £88m per annum through regular giving, one off gifts, prize led fundraising, community and events and legacy and in memory. Our collective ambition is to build on our already successful portfolio of fundraising products and grow and diversify our income by 25% over the next five years, through engagement and value exchange.

About Dogs Trust

We love dogs. That’s why we do whatever we can to make sure every four-legged friend gets the love they deserve. We’ll never put a healthy dog down, so our work is focused on helping dogs in need, supporting owners every step of the walk, and creating a better world for dogs in the future. It’s what we’ve been doing since 1891 and how we’ve grown to become the UK’s leading dog charity, helping 12,000 loyal friends find their forever homes every year.

Job Title:                Corporate Partnerships Officer 

Reporting To:         Corporate Partnership Manager 

Salary/Rate:            £27,000 – 30,000 Per annum  

Contract Type:        6 month, FTC contract, with ability to extend or reduce  hybrid 

Location:                Across Felix’s sites in London (Deptford, Enfield, Poplar, Park Royal, Western International Market, Greenford) and Field based

About The Felix Project
The Felix Project is London’s largest food redistribution charity. Started in 2016, its vision is a London where good food is never wasted, and no one goes hungry. In 2024 our workforce of over 200 staff and 13,000 volunteers collected and distributed the equivalent of 38 million meals to Londoners in need. This is done through a network of 1,200 community organisations and schools who are working on the frontline to feed people who are experiencing hunger and cannot afford to regularly buy the food they need. The Felix Project works with hundreds of suppliers from across the food industry, including supermarkets, wholesalers, farms and restaurants to rescue high quality surplus food, that cannot be sold and would otherwise go to waste. 

In London, one in for working families regularly struggle to afford to feed their children, equating to an estimated 325,000 families across the capital. The cost of food has increased by 30% in the past three years and one in eight working families have less than £3 a day for food, after paying their bills. About 20% of working families have been forced to access a food support service for the first time during 2024 due to the rising cost of living. 

Our work has never been more needed, and demand continues to grow: we are building our expertise and impact in response. The Felix Project now operates from four main depots in North, South, East, and West London, with ‘point-to-point’ projects in Central London and Canary Wharf. Felix’s Kitchen in our East London depot produces up to 5,000 meals per day from surplus food. Felix’s Multibank in West London distributes non-food items to those who need it most. As part of the charity’s involvement with The Coronation Food Project, we are launching an innovative food processing lab – The Felix Food Factory. 

Purpose of the Job

The Felix Project is looking for a talented individual to help manage and support on implementing their corporate partnerships strategy. This role will sit within our growing Corporate Partnerships Team as part of the wider Fundraising & Marketing Team. The purpose of this role will be to lead on the development of new business in conjunction with the Corporate Partnership Managers, while also building upon our existing pipeline of future opportunities. As a key member of the fundraising team we expect the Senior Officer to actively contribute to the implementation of The Felix Project’s fundraising strategy. 

Your focus will be to ensure income growth from corporate sources and activity based in new business development however there will be some account management responsibilities alongside this. There will be a focus on management of the corporate pipeline and highlighting relevant opportunities to the wider team. As a growing team we have networks and pipelines in place but there will be a requirement for the post holder to innovate and develop new ways of working in-line with the fast-paced operational requirements of the charity. 

This is an exciting opportunity for a Corporate Fundraiser looking to take the next step in their career to build and develop new high value corporate relationships across a number of sectors.

Benefits

• 25 days annual leave per annum (+ bank holidays) plus up to 5 days additional leave for length of service.
• Enhanced Maternity and Paternity leave.
• Birthday day off.
• Access to benefit platform for a wide range of discounts on everyday spends plus gym discounts.
• Training and development opportunities.
• Employee assistance programme including 24 Hour GP helpline.
• Cycle to Work Scheme.
• Opportunity for free meals whilst working at our depots.
• After work activities such as Felix’s softball team, running club and cycling club

Age UK Lewisham and Southwark are seeking a highly motivated individual to join the Healthy Living and Learning Centre  Team to deliver activities and events to people aged 50 or above, and coordinate volunteers. This role is a maternity cover and is fixed term for one year.

Key Responsibilities

• Design and deliver activities and events that promote positive outcomes for people aged 50 or above.
• Coordinate volunteers and partners to support and lead on the delivery of activities and events.
• Lead the MYSocial online calendar platform, ensuring it reflects activities and services across London.
• Build and maintain a network of partners that provide relevant services.  
• Support the wider running of the Day Centre.

Ideal Candidate

• Experienced in delivering activities and events, and working with volunteers.
• Able to multitask and work in an environment where no one day is the same.
• Passionate about supporting people to improve their outcomes – excellent interpersonal skills are a must.

Working at Age UK Lewisham and Southwark

Age UK Lewisham and Southwark aims to provide a safe, inclusive workplace for people of all backgrounds. We celebrate diversity and are committed to creating an inclusive environment for all employees and we strongly encourage applicants from underrepresented groups.

Employee benefits include:

• 26 days annual leave + bank holidays
• Additional 1 day leave for Birthdays
• Access to an Employee Assistance Programme including access to a helpline for partners and dependents
• Generous contractual sick pay scheme, allowing staff to recover without the worry of loss of income
• CycleScheme members – enabling employees to save 25-39% of the cost of a new bike & accessories whilst also spreading the cost
• TechScheme members – enabling employees to purchase tech and home furnishing through AUKLS and spread the cost from their salary

We have an exciting opportunity for a Helpline Advisor (known internally as a Triage & Early Intervention Officer) to join the Northern PIC team, working 37.5 hours a week.

Do you want to make a difference every day? Do you want to contribute to change & improvement for those who need it?

Do you have resilience & adaptability? Can you work effectively with a focus on customer service and care?

If yes, then we'd love to hear from you…

What we offer:

At Victim Support we believe in attracting & retaining the best people and offer a competitive rewards & benefits package including:

• Flexible working options including hybrid working
• 28 days annual leave plus Bank Holidays, rising to 33 days plus Bank Holidays
• An extra day off for your birthday
• Pension with 5% employer contribution
• Enhanced sick pay allowances, maternity & paternity payments
• High Street, retail, holiday, entertainment & leisure discounts
• Access to our financial wellbeing hub & salary deducted finance
• Employee assistance programme & wellbeing support
• Ongoing training & support with opportunities for career development & progression

About the role:

This role is based between our Northern Hampshire office in Basingstoke and from home on a hybrid basis. You will be working shifts Monday to Friday between either 8am and 4pm, 10am and 6pm or 12pm and 8pm. You will also be required to work a minimum of 1 Saturday per month 8am to 4pm where you will receive a day off in lieu during the week. Shifts are designated on a rota basis which is given in advance.

As a Helpline Advisor / Triage & Early Intervention Officer, you will be:

You will be talking to people on the telephone from a variety of different backgrounds, all with different experiences. No two days are the same & you will need to use your communication skills and resilient nature to help those dealing with trauma and the effects of crime, who may have gone through a life-changing experience. Previous experience is not required as you will receive robust training prior to working directly with clients. You will also receive ongoing support to ensure that you can provide victims with quick responses to meet their needs and help them cope and recover.

You will be working within a supportive team that is part of a large independent charity which offers the opportunity to develop skills to enhance your ongoing personal development.

Please see attached Job Description and Person Specification for further details.

About Us:

Victim Support (VS) is an independent charity providing a range of specialist services to people who have been affected by crime across England and Wales. We work towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System. Everyone at VS is driven by our Vision

Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. Working for VS gives you the opportunity to play a key role in a national charity providing high quality services to victims and witnesses and being a vital force for change.

Victim Support are committed to recruiting with care and to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required.

Victim Support strives to represent the diverse communities we serve and are passionate about creating an environment where all staff and volunteers feel respected and heard. Being a diverse organisation with an inclusive culture is integral to us being able to meet our aim of ensuring that anyone who is a victim of crime gets the support they need.

As part of our commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. VS is also a Disability Confident Employer and we provide a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role.

If you have a disability, a learning difficulty such as dyslexia or a medical condition which you believe may affect your performance during any aspect of our selection process, we'll be happy to make reasonable adjustments to enable you to perform at your best.

How to apply:

To apply for this role please follow the link below to the Jobs page on our website and complete the application form demonstrating how you meet the essential shortlisting criteria.

We look forward to hearing from you.

We reserve the right to close this vacancy early, if we receive enough suitable applications to take forward to interview prior to the published closing date.

Supporting the Partnership and Engagement manager to deliver a sustainable membership and partnership model that advances pace in a constantly moving and diverse climate.

As part of the membership team, you will pro-actively increase member engagement whilst nurturing existing relationships and demonstrating commitment to promoting the value of helplines.

We are seeking a dynamic and highly motivated individual with excellent communication skills.

You will be central in supporting HLP’s sustainability and will nurture existing relationships and partnerships to progress continued growth and attract new and diverse collaborations.

You will ideally have experience of working within a fast-paced and proactive team. You will enjoy engaging with a wide range of diverse stakeholders.

The role is predominantly home-based with regular travel to meetings and events. 

We offer attractive staff benefits including 25 days’ annual leave rising with length of service, a company pension scheme, free life assurance and an employee assistance programme.  HLP is committed to equality of opportunity.

The National Services Administrator will work closely with the National Services Coordinators to:

• Support the recruitment and onboarding of volunteers into Cruse’s National Services
• Use National Services Systems to support the onboarding process, such as creating accounts for new volunteers, supporting the DBS process 
• Monitor the National services email boxes and redirect/support as appropriate 
• Providing administrative support throughout the Induction programme and Continuous Professional Development programme, coordinating with national training teams as required 
• Provide administrative support to the Helpline Manager as required 

Cruse welcomes and encourages applications from all protected groups as defined by the Equality Act 2010.

Appointment will be made on merit. Criminal Record Checks All staff are required to complete a Criminal Record check. Staff working directly with clients will be required to complete an enhanced check. We comply with the relevant codes of practice and they can be viewed online: 

Applicants in England and Wales: DBS Code of Practice

Applicants in Northern Ireland: AccessNI Code of Practice Previous convictions will not prevent full consideration of your application to work with Cruse.

Our Recruitment of Ex-offenders' Policy & Handling Criminal Record Check Data Policy are available on request by email. We comply with all relevant data protection legislation and process your data fairly.

Key responsibilities:

Strategic Financial Management

• Develop and implement the charity’s financial strategy to align it to the charity’s main strategy and support long-term goals.
• Provide financial insights to the leadership team to guide decision-making and resource allocation.
• Lead on the preparation of the annual budget, ensuring alignment with the charity's strategic objectives.
• Monitor and forecast financial performance, identifying risks and opportunities.
• Work with the Treasurer and trustees to develop and update financial policies and procedures as part of the Resources Committee.
• Keep under review AvMA reserves strategy and policy and recommend changes as necessary. 

Day to Day Financial Duties

• Manage and oversee all financial transactions, including accounts payable & receivable, payroll and banking.
• Prepare accurate and timely monthly management accounts and cash flow reports.
• Ensure compliance with all statutory requirements, including VAT, Gift Aid, and charity reporting standards.
• In conjunction with our investment advisers, support the trustees and CEO with the management of an investment portfolio including the planning of necessary drawdowns for cashflow management purposes.
• Oversee the preparation of year-end accounts and liaise with external auditors.
• Maintain and update financial systems, ensuring robust controls are in place.  

Leadership & Collaboration

• Act as a financial advisor to the CEO, trustees and senior leadership team on all matters.
• Present financial reports at board and committee meetings, explaining complex financial data in an accessible way.
• Work closely with fundraising, operations and medico legal teams to align financial plans with organisational objectives.
• Provide mentorship and support to junior finance staff and/or volunteers, as applicable.

Other Duties

• To undertake other duties as required commensurate with this post.
• To attend quarterly Board meetings in person in London.  

 Person Specification

Essential:

1. Professional accounting qualification (e.g. ACCA, ACA, CIMA, CIPFA) or equivalent financial experience.
2. Proven experience in financial management, ideally within a charity or non-profit organisation.
3. Strong knowledge of UK charity accounting standards (SORP) and regulatory requirements as they apply to charities.
4. Demonstrated ability to develop and implement financial strategies.
5. Proficiency in financial software (e.g. Sage) and Microsoft Excel.
6. Excellent analytical, organisational, and communication skills.
7. Good communication skills, with the ability to articulate clearly and effectively both in writing, on the telephone and face to face.
8. Ability to lead, manage and work effectively both as a member of a team and on own initiative.  Be well organised and remain calm under pressure.
9. Forward thinking and able to suggest appropriate changes to AvMA’s services to meet the changing needs of the public and the clinical negligence marketplace.
10. Passion, commitment and drive to promote patient rights and follow the aims of AvMA.
11. IT literate and confident with technological change.  Able to identify opportunities to improve our data collection systems; an awareness of the power of social media and how to use it to promote AvMA’s work.
12. Committed to principles of equal opportunities and diversity and inclusion.

Desirable: 

• Experience working with trustees or non-exec directors and presenting financial information to non-financial stakeholders.
• Knowledge of fundraising and grant management processes.
• Familiarity with Gift Aid, VAT and other tax-related processes relevant to charities

Location: Wolverhampton
Contract type: Fixed Term Contract
Hours: Full Time
Salary: £25,000

The women and children we support are at the heart of all we do. We believe our services should focus on achieving the aspirations of every individual and be tailored to meet their needs and unique circumstances. We offer a range of services, including a helpline, accommodation, support for those living in the local community, advocacy and advice, specialist programmes, counselling and therapy, and children’s services. Our trained staff have expertise to ensure we can support women and children across several different areas.

Are you passionate about making a meaningful impact for women and children in Wolverhampton? We're a dynamic and inclusive charity looking for a creative and driven Fundraising Development Officer to join our team.

In this role, you'll work across all areas of fundraising, helping to coordinate impactful events and campaigns. You’ll also play a key part in creating tailored supporter journeys that engage and inspire long-term commitment. We’re looking for someone with brilliant writing skills, a donor-centric mindset, and a real commitment to elevating the voices of the women we support.

We value new ideas and will give you the ownership and flexibility to shape elements of your role. If you're ready to contribute to a cause that truly makes a difference and help us grow, we would love to hear from you!

Please refer to the attached job description for full details.

This post is restricted to women due to the nature of the role. The Occupational Requirement under Schedule 9 (part 1) of the Equality Act 2010 applies.

REF-219 537

At Unlock we want to ensure that people with criminal records have access to the best quality support possible.

We have our website which receives over 1.5 million visits, and our helpline with nearly 10,000 contacts every year; now we want to take this support out into communities to make sure our expertise gets to everyone who needs it. With over 12.5 million people affected by a criminal record and with this number growing, we know our service is even more important than ever.

We want to build a network of community organisations that are connected to Unlock and have access to specialist training in supporting people with criminal records. This new role is pivotal to achieving the vision of Better Advice for All.

If you’d like to be part of this vision and the role fits with your skills and experience, we look forward to your application.

SANE is a UK-wide mental health charity working to improve the quality of life of anyone affected by mental illness. It aims to raise awareness and understanding of all mental health conditions; fight to improve frontline mental health services for individuals and carers; provide support, information and guidance through SANEline, Call Back service, email and text support; and promote and host research into causes, treatments and therapies through its Prince of Wales International Centre for SANE research.
 

About the role:

We are looking for people interested in providing compassionate support to people affected by mental health problems. This includes supporting people with severe mental illness, and carers, families and friends. You will provide support by telephone, email and text, as well as forming a close team with our skilled volunteers, who you will help to oversee through their development.

SANEline Support Officers provide support to callers with a wide range of mental health problems, via our confidential crisis line, SANEline that is open 365 days a year.

The role would be for up to 5 days per week, a mixture of daytime shifts and frequent evening & weekend work to cover a 365 day service operating until 10.30pm.

Working on SANEline requires empathy and resilience and we take pride in providing a nurturing environment and unwavering support to our teams.

Starting Salary: £26 - 28k per annum depending on experience

About you:

- You must have experience of working in the mental health field.

- You are personable, highly compassionate, and genuinely interested in supporting people from all walks of life.

- You are a warm and confident communicator.

- You can work collaboratively with your team and volunteers to ensure delivery of a high-quality service on SANEline.

We are also keen to hear from people interested in different hours, or bank work, in particular those with counselling, psychology or therapy qualifications.
 

What can you expect?

- To work within SANE’s framework, including regular check-ins, debriefs, and weekly team meetings. To receive the full SANEline training and further online training opportunities within specific areas.

- To become part of an established and diverse team.

- To gain exposure to a wide range of mental health problems.

- To gain valuable practical experience in providing emotional support to vulnerable people.

- A culture where team members support and learn from each other.

- A warm supportive and encouraging environment.
 

Requirements: 

• Ideally 1 year mental health work experience 
• To undergo an enhanced DBS check
• Expected start date – April 2025
• For bank staff - availability of a minimum of 1 day every week – this can include weekends.
   

Please note: This role may close early if a suitable candidate is found, please do not delay in submitting your application as interviews are taking place on an ongoing basis
 

Closing date: Midday 26th February 2025
 

To apply: Please complete your application before the closing date, addressing all areas on the person specification (downloadable below) and tell us why you want to work for SANE. Applications without a supporting statement will not be considered.

About the role

Women & Girls Network (WGN) is a grassroots black women’s organisation that has grown alongside the many women and girls experiencing gender-based violence. We are passionate about what we do. We want women totally committed to our values and ethos to join us and work in solidarity to overcome violence against women.

We have been supporting survivors of sexual violence for over 35 years. One of our first services was the Sexual Violence Helpline which offers confidential emotional support affected by any form of sexual violence. Over the last 5 years we have undergone significant growth and development as a provider of Sexual Violence services in London, primarily with the addition of the London Survivors Gateway (which is a collaboration between eight specialist London agencies - the four Rape Crisis Centres, SurvivorsUK, Galop, Respond and the Havens - who work with survivors of sexual violence and abuse and this partnership is led by WGN).

We are now looking for two dynamic leaders to take these services to the next stage of their evolution. This is a unique and exciting opportunity to lead around WGN’s pan London Sexual Violence helpline-based services both internally as well as coordinating the London Survivors Gateway partnership externally. The available opportunities are:

• Data and Partnerships Lead (Part-Time, 21 hours per week)
• Safeguarding and External Communications Lead (Full-Time, 35 hours per week)

About you

The ideal candidates will have an in-depth understanding of sexual violence and a proven track record of delivering, managing and developing specialist support services offering advice, emotional support and / or advocacy of front-line services which has involved responsibility for safeguarding and ensuring the highest quality provision.

You will have the excellent management and leadership qualities required to lead and motivate a multi-disciplinary team including Navigators and Lines Workers.

About us

Women and Girls Network (WGN) is a pan-London organisation that supports women and girls affected by all forms of gendered-based violence. Our overall aim is to promote, preserve and restore the mental health and well-being of women and girls who have experienced, or are at risk of, gendered-based violence, whilst working towards a society free of gendered-based violence.

We do this by:

• Providing women-only holistic and seamless therapeutic services, which meet women and girls’ needs and contribute to total and sustainable recovery from the experiences of violence.
• Evidencing the impact of gendered-based violence and presenting this information in appropriate forums to affect social change in attitudes towards, and responses to, gendered-based violence.
• Developing good practice in the sector by providing training and guidance on specialist service provision and the development of culturally appropriate service delivery.

How to apply

Completed applications and equal opportunities monitoring forms should be submitted by 9am on Monday 17th February 2025.

Interview details

Interviews are expected to take place the week commencing Monday 3rd March 2025, however, please note that dates may be subject to change.  

Further Information

These posts are subject to satisfactory references, DBS check, and social media check. 

WGN’s employee benefits include: 3% pension contribution, enhanced leave entitlement and an Employee Assistance Programme, as well as the opportunity to work with a leading multi-cultural, women-led feminist charity. We have some further great benefits that can be shared via the HR team upon application.

We welcome and encourage applications from women of all backgrounds. We particularly welcome applications from Black, Asian and Ethnic communities. 

WGN is an equal opportunities employer.

The above posts are exempt under the Equality Act 2010, Schedule 9, Part 1.

Forcesline is SSAFA's frontline telephone service handling both day-to-day and more complex enquiries from the Forces community.

This role is to respond to contact made via the Forcesline helpline, which provides a welfare support service for serving, ex-service personnel and their families.  Enquiries include requests for information, practical assistance and emotional support.

About the team

You will work with a great team of advisors who are both experienced and skilled. Their experience covers former Samaritans, Pastrol Care, Social Work and Police Despatch Calling. As a team they learn and support one another.

About you

You will have had experience in delivering welfare support to others, and ideally this has been gained through a helpline.

You will have used Microsoft Office 365 to a high standard.

The successful candidate will need to demonstrate a strong proficiency in Microsoft Teams and broad computer literacy that includes the ability to work across multiple applications simultaneously.

It is important that you have experience of planning and managing your own workload, with minimal supervision.

This role is homebased in the UK, you must live in the UK to be eligible.

About SSAFA

SSAFA, the Armed Forces charity is a trusted source of support for the Armed Forces community in their time of need. In 2023 our trained teams of volunteers and employees helped more than 53,000 people, including veterans, serving personnel (regulars and reserves) and their families.

SSAFA understands that behind every uniform is a person. And we are here for that person and their family, any time they need us and in any way they need us.

Diversity and Inclusion at SSAFA

SSAFA exists to support a diverse range of beneficiaries within the armed forces community, and we believe diversity within our teams is key to ensuring we can deliver our services effectively. We thrive on differences and believe it is critical to our success as a worldwide charity. SSAFA is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

SSAFA is committed to using the Disclosure & Barring Service to ensure we, as an employer, safeguard those we serve.

Closing date: Midnight on Wednesday 12 February 2025. SSAFA reserves the right to close the vacancy early if we receive a high volume of suitable applications.

Interviews: Week commencing 17 February 2025.

Do you have experience working in a 1st line support role with exceptional customer service skills? Looking for an opportunity to support users at one of the UK’s largest charities?

If so, you could be the Service Desk Analyst we need!

About the role

As a Service Desk Analyst at British Heart Foundation (BHF), you’ll be a vital member of a highly talented, customer focused and enthusiastic helpdesk team who act as the first point-of-contact for end users.

You’ll take pride in resolving almost all issues as they arise. Quick to learn, enthusiastic and self-motivated, you’ll ensure that the knowledge base is always updated so other team members can learn from your successes and overall performance is maintained and improved.

With a high percentage of customers being in the Retail directorate, you’ll be required to participate in a weekend cover rota, allowing service to our shops and stores to be delivered. Working hours needed to deliver these services are 35 hours/week – staggered in accordance with the support rota.

Working arrangements

This is a blended role, where your work will be dual located between your home and our London office. 
 
At BHF we believe in the power of being together, so our colleagues on blended contracts can expect to spend some time in their office, approximately 2-3 days a week. Working hours needed to deliver these services are 35 hours per week covering a rota schedule (the team cover 8am to 6pm every day).
 
The role will also participate in a weekend cover rota allowing service to our shops and stores to be delivered. This will be in the region of 1 weekend in 4-6.
 
The use of our office spaces is driven in part by your role and the activities you need to do. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause. 

About you

With excellent customer service and communication skills, you’ll have extensive experience working on a busy service desk and will have excellent telephone and customer handling skills to back up your technical and fault diagnosis experience. 

You’ll have strong troubleshooting skills, keeping the Customer informed of progress against their respective issues, ensuring an effective follow-up to ensure all service has been delivered and completed to the Customer's satisfaction.

Good knowledge of Windows OS (Win 10 and above), you’ll also have knowledge of LAN/WAN networking essentials and extensive experience of MS Office suite of Applications (2010 and above). You’ll have previous experience with administration of Users within Active Directory and Remote Support Tools (i.e. VNC, RDP etc.).

With good knowledge of ticket and case management techniques, managing own queues and workload to meet Service Level Agreements, you’ll be able to remain calm and focused, and will have strong organisational skills, able to use prioritisation and escalation techniques, and able to develop strong working relationships with the team and contacts across the organisation. 

About us

Every single one of us is vulnerable to the heartbreak caused by heart and circulatory diseases – they are the world’s biggest killers. But the research we fund represents hope. And nothing matters more than finding cures and treatments that give us more time with the people we love.

We value and respect every individual’s unique contribution, celebrate diversity, and make inclusion part of what we do every day. 

Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.
 
BHF is also proud to be part of the Tech Talent Charter; We’re committed to greater inclusion and diversity in the tech workforce of the UK; one that better reflects the make-up of the population.

What can we offer you?

Our Career Academy provides you with support, inspiration, and opportunities to help you unlock your full potential. 

Our generous staff benefits include:
• 30 days annual leave plus bank holidays
• Private medical insurance
• Dental health cover
• Contribution towards gym membership
• Pension with employer contribution up to 10%
• Life assurance

We have been recognised by the Chartered Institute of Personnel and Development (CIPD) for our Live Well. Work Well. Programme. Heart health is central to our mission, and that starts with you. We provide a programme of activities, opportunities, and guidance to inspire and support you to live a healthy and happy life, at home and at work.

Interview process 

First stage interviews will be a short one-way video interview, successful candidates will then be invited to attend an interview via MS Teams. 

Please note that we are unlikely to be able to sponsor applicants in respect of this role due to the role not meeting the minimum salary criteria to be eligible for sponsorship.