Helpline Officer

Cystic Fibrosis Trust; Greater London; On-site; GBP 18,000 - 30,000; Full time

Benefits offered by this job

Flexible working

30 days annual leave + bank holidays (

Job summary

The Cystic Fibrosis Trust is seeking a Helpline Officer to deliver a high-quality information and support service to people affected by cystic fibrosis across the UK. You will respond to enquiries via phone, email, social media and WhatsApp, guiding individuals to access appropriate services with empathy and care.

You will maintain confidential records, signpost to welfare, employment and peer supports, and help ensure our online communities are safe and welcoming.

Qualifications

• Experience of supporting people by providing advice, information or guidance in a public-facing role.
• Excellent communication and listening skills, with the ability to respond clearly, accurately and empathetically.
• Confidence handling complex or sensitive enquiries and supporting people through challenging situations.
• A proactive, organised and solution-focused approach, with strong IT and record-keeping skills.
• Commitment to inclusion, safeguarding, confidentiality and delivering a high-quality service.

Responsibilities

• Provide information and support through the Helpline and online channels (phone, email, social media, WhatsApp).
• Listen with empathy, help people understand options and access support services.
• Signpost to relevant internal and external support, including welfare, employment and peer support services.
• Maintain accurate records and safeguard in online communities.

Skills

Empathy

Active listening

Clear communication

Handling sensitive enquiries

Organised and proactive

Safeguarding and confidentiality

IT and record-keeping

Tools

IT systems

Job description

London office-based or home-based within the UK

External Affairs

Permanent

About us

Cystic Fibrosis Trust is the only UK-wide charity dedicated to uniting for a life unlimited for everyone affected by cystic fibrosis. We're working towards a brighter future for everyone with cystic fibrosis (CF) by funding cutting-edge research, driving up standards of care and supporting people with the condition and their loved ones every step of the way.

Our incredible community of supporters, volunteers, and fundraisers are at the heart of everything we do. That’s where you come in!

About the Role

To deliver a high-quality, confidential information and support service to people affected by cystic fibrosis through the Cystic Fibrosis Trust's Helpline and online support channels.

The role involves responding to a wide range of enquiries, providing information and signposting, supporting individuals to access appropriate services, and helping to ensure people affected by cystic fibrosis can make informed decisions and access the support they need.

What you’ll be doing

• Providing information and support through our Helpline, responding to enquiries by phone, email, social media and WhatsApp.
• Listening with empathy and helping people understand their options, access support services and overcome barriers.
• Signposting and referring people to relevant internal and external support, including welfare, employment and peer support services.
• Maintaining accurate records, identifying safeguarding concerns and helping ensure our online communities remain safe and welcoming.

Who we’re looking for

To succeed in this role, you will need:

• Experience of supporting people by providing advice, information or guidance in a public-facing role.
• Excellent communication and listening skills, with the ability to respond clearly, accurately and empathetically.
• Confidence handling complex or sensitive enquiries and supporting people through challenging situations.
• A proactive, organised and solution-focused approach, with strong IT and record-keeping skills.
• Commitment to inclusion, safeguarding, confidentiality and delivering a high-quality service.

Benefits of working for us

We offer a range of benefits including flexible working, 30 days annual leave plus recognised bank holidays (pro-rata for part time staff), contributory pension scheme, Healthcare cash plan covering dental, optical, 24/7 GP service, Employee assistance programme and opportunities for learning and development.

Ready to join us as we unite for a life unlimited?

If you have a passion for our vision and the skills to inspire our community, we would love to hear from you.

Closing and interview dates

Closing date for completed applications is 11:59pm on Sunday 1st November 2026.

First interviews will be held week commencing Week commencing 10th and 11th November 2026.

We reserve the right to bring forward the closing date or extend if necessary. Therefore, if you are interested in this role, please submit your application as early as possible.

Our commitment to an inclusive workplace

Cystic Fibrosis Trust aims to be an inclusive workplace where everyone belongs, can be themselves and achieve their full potential. We want to attract, develop, and retain staff with diverse backgrounds, experiences, and perspectives; particularly people who have cystic fibrosis, people who identify as being from an ethnic minority group, as LGBTQ+ and people with disabilities.

It is our policy not to discriminate against any person because of their age, gender reassignment, being married or in a civil partnership, being pregnant or on maternity leave, disability (physical and mental), race including colour, nationality, ethnic or national origin, religion or belief (including lack of belief), sex, sexual orientation or union membership.

£18,231 (FTE £30,385) plus London Weighting £1,800 (FTE £3,000) or plus Home Allowance £450 per year

Hours

21 hours per week, Monday to Wednesday, 9am to 5pm

Competitive

01-11-2026

Job attachments

261009_Helpline_Officer_Job_Description_and_Person_Specification.pdf