Part-Time Helpline & Information Advisor (UK)

Cystic Fibrosis Trust; Greater London; Hybrid; 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

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.