Advice Line Worker

Family Action; Greater London; Hybrid; GBP 33,000 - 36,000; Full time

Benefits offered by this job

Pension scheme

Eye care vouchers

Cycle to work scheme

Flexible working

Job summary

Family Action, delivering PAC-UK services, seeks an Advice Line Worker to provide information, guidance and signposting to callers and professionals. The role demands listening skills, empathy and careful case handling within a supportive team.

The position offers flexible working options and a strong wellbeing package. Rotational or home-based UK work is possible, with options for London or Leeds hybrid arrangements, and a clear focus on adoption support and family services.

Qualifications

• Experience providing information, advice and signposting to clients and professionals.
• Ability to respond sensitively to distressed callers and complex situations.
• Strong listening, judgement and confidentiality skills.

Responsibilities

• Provide information, advice and signposting to individuals and professionals contacting PAC-UK.
• Respond to enquiries on Adoption, Access to records, Intermediary Services, Special guardianship, Birth Family contact and therapeutic support.
• Maintain accurate records and collaborate with team to ensure high-quality service.

Skills

Active listening

Empathy

Communication skills

Information & signposting

Job description

3. About the role## Advice Line WorkerJob Reference:1889Location:HomeworkingHours of Work:37Salary:£32,635 - £36,158 FTE per annumContract Type:PermanentClosing Date:23 Oct 2026### About the roleID: 1889 Advice Line WorkerPAC-UK Adult ServiceHours: 37 hours per week (Full-time)Salary: £32,635 - £36,158 FTE per annumContract: Permanent ContractLocation: Family Action Head Office (London, N1) or PAC-UK Leeds Office (Leeds, LS15) or London hybrid or Leeds hybrid, or Homebased (UK) - all options will be considered.About PAC-UKPAC-UK is the UK's leading independent Adoption Support Agency, providing specialist services to adopted adults, birth relatives, adoptive families and special guardians. Our National Advice Line is often the first point of contact for people seeking support, guidance, and information on adoption, permanency, and family relationships.We are looking for a compassionate, knowledgeable, and highly organised Advice Line Worker to join our team.About the RoleAs an Advice Line Worker, you will provide professional information, advice, and signposting to individuals and professionals contacting PAC-UK. You will respond to a wide range of enquiries relating to Adoption, Access to records, Intermediary Services, Special guardianship, Birth Family contact and therapeutic support.The role requires excellent listening skills, sound judgement, and the ability to respond sensitively to people who may be distressed or facing complex circumstances.We'll offer you a generous pension scheme and leave entitlements, eye care vouchers, a cycle to work scheme and other great benefits. We are happy to talk flexible working. All roles in Family Action are open to a discussion about possible flexible working options, subject to business needs, and all new starters will have the right to make a flexible working request from day one of employment. We have an excellent wellbeing offer and we will invest in your professional development with on-going quality training and career development opportunities. You'll join an established, supportive and high-performing service and have the opportunity to thrive in an innovative organisation that values your opinion, encourages learning and has the needs of children and families at its core.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. If you share these values and behaviours and have the necessary skills then we look forward to hearing from you.To Apply:- Complete the digital application form- Closing Date: Friday 23rd October - 23:59For direct queries or if you would like to discuss any aspect of the selection process or flexible working requests, please email: Emma Crowther-Duncan, North Adult Services Regional Manager [e-mail] or National Clinical Lead Pavlina Georgiades [e-mail] commitment to Equality, Diversity & Inclusion:We are happy to consider any reasonable adjustments that candidates may need during the recruitment process and you will be asked whether you require any adjustments if shortlisted for interview. We also make reasonable adjustments on the job, where required.We are committed to Equality, Diversity & Inclusion in all that we do and welcome applications from all sections of the community. Intersectionality is important to us and we particularly welcome applications from ethnically diverse communities, LGBTQIA+ candidates and disabled candidates 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. We offer a guaranteed interview scheme for disabled applicants and will reimburse your travel cost if you attend an in person interview.\\* 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.