Job Description

Westbank Community Health and Care is a well-established charity based in Exminster, dedicated to improving the health and wellbeing of people across Devon and beyond. Through our Devon Carers service, one of the largest and most successful in the UK, we provide vital information and support to over 35,000 unpaid carers across Devon.

We are looking for Helpline Support Workers to be the first point of contact for unpaid carers, professionals, and the public reaching out to Devon Carers via telephone, email or webchat. This is a varied and rewarding role where no two days are the same.

What you will do:

Act as the first point of contact for enquiries to Devon Carers. Provide a friendly, professional and empathetic response to unpaid carers - including those in distress. Listen sensitively, use effective questioning, and provide impartial information and signposting. Make timely onward referrals and maintain accurate records. Work collaboratively with your team and engage in ongoing training and development.
The role is predominantly Monday to Friday, but we do expect our Helpline Support Workers to work one Saturday shift in every six to eight-week cycle. Saturday shifts are generally, 08:45am to 13:15pm, and you will earn time off in lieu (TOIL) for any Saturday shifts worked.

This role is predominantly home working, with one day required in the main office in Exminster.

For more information, including the , please visit our website www.westbank.org.uk Join Our Team.

What we are looking for:

Recent experience in customer service and/or supporting people with complex needs. Excellent communication and interpersonal skills with an empathetic approach. Strong IT skills with confidence using multiple systems simultaneously - this is a computer-based role. Ability to work effectively in a fast-paced and emotionally demanding environment. A Level 3 Information & Advice qualification - or willingness to work towards one. Knowledge of health and social care services (desirable). Personal experience of being an unpaid carer or working with carers (desirable).

The rewards:

As well as a competitive salary and employee rewards package, there are exciting opportunities for progression and development during your employment. And you'll be making a difference DAILY.

In addition, we offer:

A generous annual leave allowance of 25 days, plus bank holidays, with the option to purchase additional holiday via salary sacrifice Two pro-rata wellbeing days in a 12-month rolling period as well as free access to a wellbeing app Company sick pay following successful completion of your probationary period Free on-site parking Access to a fully equipped, on-site gym Cycle to Work scheme Discounts for our on-site Kidzone services (After School, Holiday Club & Pre-School) A comprehensive staff benefits package including exclusive staff discounts for leisure, travel, entertainment and more Access to a 24/7 confidential staff advice line covering debt, bereavement, tax, family care, etc. A friendly, values-driven workplace where you'll be part of a mission-led team making a real difference
To apply:

Please send a CV and covering letter about why you are applying for this job with reference to the person specification in the job advert, explaining any gaps in employment and including answers to the questions below and e-mail it to vacancies@westbank.org.uk

Please include examples to illustrate the following:

What is your understanding of an unpaid carer and the issues affecting this group? What are Westbank's core values and how can you demonstrate your ability to work within these?
Please note that without this covering letter, we will be unable to consider your application for shortlist.

We value inclusion and diversity and welcome applications from all who meet the criteria.

Westbank is committed to safeguarding children, young people and vulnerable adults; this post requires an Enhanced DBS check and is exempt from the Rehabilitation of Offenders Act. It is an offence for barred individuals to apply.

Closing date:

09:00 am on Monday 20th of October 2025

Interviews: TBC

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Job Types: Full-time, Part-time, Permanent

Pay: 23,588.24 per year

Ability to commute/relocate:

Exeter EX6 8AT: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person