Helpline Operator

📞 Helpline Operator (Remote – UK)

🏢 Company: Family Action (FamilyLine)

💷 £19,823 + £389 home allowance (pro-rata, 30hrs)

📅 6-month fixed-term, Part-time (30hrs/week)

🏠 Fully home-based

⚠️ Closes: 12 April 2026

🚀 About the Company

Family Action has been supporting people through change, challenge and crisis for over 150 years — protecting children, supporting young people and adults, and offering practical help to families across the UK. FamilyLine is their national helpline service for adult family members.

📅 What You’ll Be Doing

Providing compassionate, professional support to families via phone and digital channels.

✔️ Responding to calls and digital enquiries in a timely, professional manner

✔️ Providing information, guidance, signposting and referrals

✔️ Holding a safe, non-judgemental space for people to share concerns

✔️ Responding appropriately to safeguarding concerns

✔️ Maintaining accurate and confidential records

🧩 What They’re Looking For

✅ Experience providing trauma-informed support — phone-based essential

✅ Active listening and questioning skills

✅ Strong organisational and IT skills

✅ Experience with case management systems

✅ Minimum 4 GCSEs A–C including Maths and English

🎁 Benefits

✔️ 25 days holiday rising to 30 + bank holidays

✔️ Up to 6% matched pension contributions

✔️ Enhanced sick pay and family leave

✔️ Flexible working from day one

✔️ Cycle to work scheme

✔️ Eye care and flu jab vouchers

✔️ Ongoing training and career development