Job Description

Annually: 24,479 per Annum FTE plus 3.5% rota allowance and 200 working from home allowance for hybrid working
Region: West Midlands
Location: Birmingham - CIBA Building
Department: NSPCC Helpline
Vacancy Type: Permanent
Working hours per week: 35
Closing Date: 11 January 2026
Please note that this vacancy involves a hybrid arrangement of home and office working and therefore candidates will need to be within a commutable distance of our Birmingham Helpline office.

What is the NSPCC vision?

At the NSPCC, our vision is to end cruelty to all children in the UK. Every childhood is worth fighting for. This is our belief. It drives us. And it's why our Services team never stop sharing our learning, information, advice and support with everyone who needs it.



It's a unique and ambitious mission - join us as a Helpline Advisor and create work that means the world.

What does the NSPCC Helpline do?

We are a fast-paced national

Helpline

which provides advice, information and

support

to members of the public and professionals who wish to access the

NSPCC

via telephone, email and social media.



As a

Helpline

Advisor you

will

be the first point of contact for adults wishing to report

child

protection concerns.

With

empathy

and

sensitivity

, you

will

be able to provide reassurance to callers whilst also ensuring you efficiently identify initial key points of the concerns being

shared

.



This is

your

opportunity to build on

your

front-line enquiry and safeguarding assessment skills within a unique and highly influential national service. It is 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.

What are the expected shifts at the NSPCC Helpline?

The

Helpline

operates a hybrid-working model,

with

an option that one in three weeks is worked from home; these

will

be a mix of day and evening shifts. IT equipment

will

be provided, but you

will

need to

have

an ergonomic workspace

at

home that

will

allow you to

work

confidentially and keep organisational information secure.



The

NSPCC

Helpline

is operational every day and the post holder

will

be required to

work

a rota shift pattern that covers the period 8am-9pm on weekdays and 9am-6pm on weekends. This also includes working weekends and bank holidays. This role is full time 35 hours in our Birmingham office.

What are the benefits for working at the NSPCC?

Our people are

at

the heart of everything we do, they are the reason we can keep working to protect children and prevent abuse. So, to ensure our employees

feel

happy,

supported

, and valued, we offer a range of fantastic benefits. Below are just a few:

Your

salary

is reviewed every year to ensure it's

at

least comparable

with

the UK's top 5 charities You are entitled to

29 days annual leave

, plus bank holidays (if you

work

full-time). After 5 years this increases to 32 days! We match

your

pension

contributions up to 7% You

have

access to our online

discount portal

with

over 3,000 discounts & offers You

have

access to our

Wellness Hub

which provides tools to

support

your

wellbeing (Employee Assistance Programme,

emotional

resilience training, mindfulness resources and more!)

What skills are we looking for?

You

will

:


Be someone

with

excellent

interpersonal

, written and oral communication skills

with

previous Customer Service experience.

Have

a strong attention to detail and great enquiry and questioning abilities, which

have

been acquired from previous experience in working in a high demand customer service environment.

Have

good IT skills. Meet demanding targets, where self-discipline and the ability to

work

quickly are essential, to allow us to effectively deliver a

child

focused service that positively impacts on the lives of children and families.

If you are unable to attend any of the proposed interview dates above, you are encouraged to contact the Helpline Recruitment Team to discuss any additional slots which potentially may be available: HelplinesRecruitment@NSPCC.org.uk.




Our rolling recruitment process ensures that we remain agile and responsive to all applications submitted, allowing us to progress candidates through the recruitment process prior to the vacancy closing date.



Join us and you'll become part of a team that cares about the work they do and the people they work with. You'll discover opportunities to grow, along with challenges and a shared purpose that'll bring the best out in you. And you'll get to find your own way to make a difference that means more, and that impacts millions of young lives.



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.



The Helpline operates a cohort induction model where we aim for new starters to commence their employment at the same time as other new starters to the Helpline. This will allow you to have a more supportive group learning environment within the induction period.



The following dates will apply to this current vacancy, so that the next cohort can take place.

Closing Date: 11/01/2026

Shortlisting of Candidates: Week beginning - 12/01/2026

Telephone calls to shortlisted candidates: Week beginning 16/01/2026

First stage Interviews: Week beginning - 21/01/2025

Second Stage Interviews: Week beginning - 03/02/2026

Cohort start Date: 20/04/2026

If successful candidates are unable to commence their employment on this start date, they will be placed in the next available induction cohort.



If you are unable to attend any of the proposed interview dates above, you are encouraged to contact the Helpline Recruitment Team to discuss any additional slots which potentially may be available: HelplinesRecruitment@NSPCC.org.uk.




Our rolling recruitment process ensures that we remain agile and responsive to all applications submitted, allowing us to progress candidates through the recruitment process prior to the vacancy closing date.


We have a number of employees at the NSPCC who are regrettably at risk of redundancy, following a significant restructure. In keeping with our values and our policies, if any of these individuals apply for a role and meet the minimum essential criteria, they will be given priority consideration. We hope that you understand our position on this and that this will not discourage you from applying. We cannot predict who, internally, will apply for a role, or whether they will meet the minimum essential criteria. Where no at risk candidates meet the minimum essential criteria, all applications will be considered as normal.