Helpline Advisor

Diabetes UK; Greater London; Hybrid; GBP 31,000 - 34,000; Full time

Benefits offered by this job

Health cash plan

Early finish Fridays

Learning and development

Job summary

Diabetes UK in London is seeking a Helpline Advisor to join our Helpline and provide high-quality health information and emotional support to people living with or affected by diabetes.

You will communicate clearly on the phone and in writing, handle distressed callers with empathy, update your knowledge from information updates, and use IT and CRM systems to record interactions while meeting service level agreements.

Responsibilities

• Provide high-quality health information and emotional support to people living with or affected by diabetes.
• Handle distressed callers empathically while following safeguarding policies.
• Update knowledge on diabetes and key issues from information updates.
• Use IT and CRM systems to record interactions and meet service level agreements.

Job description

Job Title: Helpline Advisor

Contract: Permanent

Hours: 35

Location: London with hybrid working

Salary: £30,804 - £34,227

Closing Date: 7 October 2026

Interview Date: 20 October 2026 (In person)

About the Charity

We are Diabetes UK and our mission is to tackle diabetes, day in and day out, until it can do no harm. Withmore people than ever living with diabetes and millions more at risk of developing Type 2, our work has never been more needed. But there’s so much more to do – and you can be part of it.

Summary of role

We have an exciting opportunity for a Helpline Advisor to join our Helpline and provide high-quality health information and emotional support to people living with or affected by diabetes.

You will play a key role in supporting people impacted by diabetes by communicating clearly on the phone and through our written platforms to a diverse range of audiences. Diabetes doesn’t just impact you physically but emotionally too, so a key aspect to this role will be you ability to handle distressed callers empathically while also following our safeguarding policies.

In order to provide people impacted by diabetes with the up to date information you will proactively update your knowledge of diabetes and key issues by reading relevant information updates. You will also be confident and competent in using IT and CRM programmes in order to follow recording processes in a timely manner. You will be able to show resilience and manage the everyday pressures which can occur during a live service and prioritise your workload to deliver a high quality service while also meeting service level agreements.

Benefits

• a health cash plan
• early finish Fridays
• access to a strong learning and development offer

Our commitment to Equity, Diversity, and Inclusion

Diabetes UK is committed to equity, diversity and inclusion and welcomes applications from people of all backgrounds. We particularly encourage applications from people from global majority backgrounds and disabled people, who are currently underrepresented at DiabetesUK.

As a Disability Confident Committed employer, we guarantee an interview to disabled candidates, who meet the minimum criteria and disclose this in their application.

Employment Checks

Offers of employment are subject to evidence of eligibility to work in the UK and satisfactory references. Where relevant, a criminal background check will also be required.