Helpline Practitioner

NSPCC; Birmingham; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Generous annual leave

Employee discounts

Employee Assistance Programme (EAP)

Pension matching up to 7%

Life Assurance Scheme

Family friendly policies

Cycle and season ticket loans

Staff volunteering opportunities

Job summary

NSPCC in Birmingham is seeking Helpline Practitioners to offer empathy, support, advice and action on safeguarding concerns. This is a full-time role (35 hours) with a hybrid pattern of office and home working, requiring you to be within commuting distance of the Birmingham Helpline office.

You will handle contacts by telephone, email and social media, assess risk, and coordinate with Children’s Services or the Police when needed to safeguard children.

Qualifications

• Level 4 safeguarding qualification and post-qualification safeguarding experience.
• Driven by making a difference.
• Up-to-date knowledge of child protection legislation.
• Understanding of the needs of children.
• Ability to collect, assess and summarise essential information in writing.
• Good IT skills.

Responsibilities

• Provide empathy, support, advice and action via telephone, email and social media.
• Assess risk and take ownership of each contact.
• Liaise with external child protection partners (Children's Services, Police) when required.
• Work within a hybrid pattern of home and office to safeguard children.

Skills

Empathy

Communication

Information gathering

IT literacy

Education

Level 4 safeguarding qualification

Job description

Are you a safeguarding professional who wants to make a difference to babies, children, young people and families?

We are looking for Helpline Practitioners to offer empathy, support, advice and action in relation to a wide range of child protection worries and concerns. We are looking to recruit to a full-time (35hr) position in Birmingham.

Please note that this vacancy involves a hybrid arrangement of home and office working and therefore candidates will need to be within a commutable distance of our Birmingham Helpline office. Helpline staff work two full weeks in the office and one full week at home on a rolling basis.

What does the Helpline do?

At the NSPCC, our vision is to end cruelty to all children in the UK. An ambitious but worthwhile mission — and one you will help us achieve as a Helpline Practitioner.

At our UK-wide Helpline, our priority is to empower the public to protect children and young people. With sensitivity and common sense, you will provide emotional support, practical guidance and help to anyone who thinks a child may be at risk of abuse.

You will be offering advice and assistance to the public via telephone, email and through social media. You will take ownership of each contact you take and will be responsible for assessing the risk. If needed, you will also be required to liaise with our external child protection partners (Children's Services, Police) to ensure prompt and effective action is taken to minimise the risk to any child.

What skills and experience are we looking for?

This is a fast-paced national Helpline with demanding targets, where self-discipline and the ability to work quickly are as essential to enable us to effectively deliver a child focused service.

To be successful in this role, you will need to have the following:

• An appropriate level 4 qualification from a safeguarding field; for example, social care, health, education, law enforcement, youth justice, youth work or counselling AND post-qualification experience of working in a role where you have had a level of responsibility for safeguarding children or families.
• Driven by making a difference
• Up-to-date knowledge of child protection legislation and practical experience of child protection and welfare issues
• An understanding of the needs of children
• Ability to collect, assess and summarise essential information in written format
• Good IT skills

What shifts will you work?

The Helpline operates a hybrid-working model, with the opportunity for one in three weeks to be worked from home; these will be a mix of day and evening shifts. IT equipment will be provided, but you will need to have an ergonomic workspace at home that will allow you to work confidentially and keep organisational information secure.

The post holder will be required to participate in a rota working pattern and support a team that covers the period 7.30am to 10pm on weekdays and 8am-7pm on weekends. This also involves bank holiday working/weekend working. (Please see the attached rota information document for full details)

What do we offer in return?

• Generous annual leave entitlement starting at 29 days per year. After 5 years this increases to 32 days per year.
• Employee discounts on everyday goods and services offering up to 35% off your favourite brands
• Employee Assistance Programme (EAP)
• We match your pension up to 7%
• Life Assurance Scheme
• Family friendly policies including paid parental and carers leave
• Bicycle and Season Ticket Loans
• Staff volunteering opportunities

The following dates will apply to this current vacancy, so that the next cohort can take place.

• Closing Date: 27/09/2026
• Shortlisting: 28/09/2026
• Optional telephone information call to shortlisted candidates: 29/09/2026 - 04/10/2026
• First stage Interviews: 12/10/2026 - 25/10/2026
• Second Stage Interviews: 19/10/2026 - 30/10/2026
• Cohort start Date: 18/01/2027

If successful candidates are unable to commence their employment on this start date, they will be placed in the next available induction cohort.

The NSPCC is committed to equality and diversity and wants to attract a range of talented people. The NSPCC fully supports the rights and opportunities of all staff to seek, obtain and hold employment and to enjoy equal employment opportunities without discrimination.

Our rolling recruitment process ensures that we remain agile and responsive to all applications submitted, allowing us to progress candidates through the recruitment process prior to the vacancy closing date.