About the role

Helpline Operator

Service: FamilyLine

Salary:
- £25,176 (FTE) per annum (£20,412.97 per annum for part-time, 30 hours per week)
- Additionally, £480 home-based allowance FTE per annum (£389.19 pro-rated)

Location: Homebased

Hours: 30 hours per week

Alternating weekly shift pattern – 9am – 3pm & 1pm – 7pm

Contract: Permanent

Family Action & the Role’s Impact:
At Family Action we support people through change, challenge or crisis. It’s what we’ve done for over 150 years. We protect children, support young people and adults and offer direct, practical help to families and communities.

We see first-hand the power of family to shape lives, for better or worse, so we speak up for the importance of family in national and local policymaking, amplify family voices and represent the changing needs of families in the UK today.

Our National Helpline Service - FamilyLine provides services for adult family members. We are seeking compassionate and dedicated professionals to join our team and help us make a meaningful impact on the lives of families.

Main Responsibilities:
• Deliver a professional and coordinated service to service users either digitally or by telephone, by responding in a professional and timely manner and providing relevant, up to date information, guidance and support.
• Work in partnership with the FamilyLine team and other colleagues to ensure a well coordinated delivery plan and shared vision.
• Provide a non-judgmental and confidential space for individuals to express their concerns, fears and emotions.
• Respond appropriately to any safeguarding concerns; demonstrating an understanding of, and complying at all times with Family Action’s procedures for promoting and safeguarding the welfare of children and vulnerable adults.
• Offer information, resources, signposting and referrals to relevant services that can address the specific needs of the families.
• Maintain accurate and confidential records of helpline interactions, ensuring compliance with organisational policies and procedures.

Main Requirements (for details check the job description and person specification):
• Minimum 4 GCSEs (or equivalent) at grade A-C, including Maths and English.
• Helpline/Contact Centre experience in providing trauma-informed support through a range of channels, with well-developed telephone skills including active listening and questioning.
• Excellent organisational skills, as well as excellent IT skills, including experience of case management information systems.

Benefits:
- an annual paid leave entitlement that commences at 25 working days, rising each April by one day, subject to a maximum of 30 working days plus bank holidays
- up to 6% matched-pension contributions
- flexible working arrangements and new starters have the right to make flexible working requests from day one of employment
- enhanced paid sick leave and paid family leave provisions
- eye care and winter flu jabs vouchers
- cycle to work scheme
- investing in your professional development with ongoing quality training and career development opportunities

We are forward looking, ambitious and committed to continuous improvement. We are a people focused, can-do organisation, which strives for excellence in all we do and operates with mutual respect.

To Apply:
• Click the “Apply Now” link below and fill out our digital application form
• Closing Date: Sunday 21st June 2026
• To learn more about Family Action: Careers

Interviews are scheduled to take place week commencing 20th July 2026 virtually, with slots throughout the working day and early/late slots available.

For direct queries or if you would like to discuss any aspect of the selection process, please email: kerry.center@family-action.org.uk

Our commitment to Equality, Diversity & Inclusion:
We are committed to Equality, Diversity & Inclusion in all that we do and welcome applications from all sections of the community / particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities because we are committed to increasing the representation of these groups at Family Action. We know that greater diversity will lead to even greater results for families and children and strive for our workforce to be truly representative of the diverse communities we support.

All candidates with a disability are welcome to apply under the Disability Confident Scheme and request priority consideration for an interview, provided they meet the essential criteria for the role.
To help remove financial barriers to working with us, we will reimburse travel costs if you are invited to attend an interview in person.

*Ordinarily Family Action appoints new starters at the starting point of the salary scale (with subsequent annual pay progression), unless you have experience that would justify appointment further up the salary scale or there are any other exceptional reasons.