Support Line Coordinator

Children First; City of Edinburgh; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

Children First in Scotland is seeking a Support Line Coordinator based in Edinburgh with flexible hybrid working. You will provide compassionate support to families, carers and professionals, handling contacts via phone, webchat and email to offer timely advice and practical guidance.

You will maintain clear records, collaborate with colleagues to strengthen children's voices, and help keep children safe across Scotland in a fast-paced, empathetic role that makes a real difference.

Qualifications

• SCQF level 9 qualification in social work, health, education or community education.
• Experience supporting children, young people or families facing challenges.
• Experience supervising or supporting staff or volunteers.
• Strong listening skills and the ability to respond with empathy and clarity; risk management under pressure.
• Confidence working in a fast-paced environment.

Responsibilities

• Provide high quality support to families, carers and professionals across Scotland.
• Listen carefully to understand what matters most to children and families.
• Offer clear advice that helps keep children safe and supports recovery.
• Respond to a high volume of contacts with care and professionalism.
• Maintain accurate, child-centred records that inform service development.
• Work as part of a team to improve how we support families across Scotland.

Skills

Strong listening skills

Empathy

Clear communication

Education

SCQF level 9 qualification (social work/health/education/community education)

Job description

Do you want to help create a safer, brighter future for children across Scotland?Children First, Scotland’s national children’s charity, is looking for a Support Line Coordinator to join our national service. By joining us, you will help protect children, support families and make sure no one has to face difficult moments alone.

About the role

Based in Edinburgh with some flexible hybrid working this role sits at the heart of our national support line. You will provide compassionate, skilled support to families, carers and professionals who may be facing some of the most challenging times in their lives.You will respond to busy and varied contacts through phone, webchat and email, offering timely advice, emotional support and practical guidance. Every interaction is an opportunity to keep a child safe, strengthen a family and make sure children’s voices are heard.You will record your work clearly and meaningfully so that it reflects families’ experiences and helps us learn, improve and grow our services.This is a fast-paced role, but at its core it is about connection, empathy and good judgement.

What you will do

• Provide high quality support to families, carers and professionals across Scotland
• Listen carefully to understand what matters most to children and families
• Offer clear advice that helps keep children safe and supports recovery
• Respond to a high volume of contacts with care and professionalism
• Maintain accurate, child-centred records that inform service development
• Work as part of a team to improve how we support families across Scotland

Why this role matters

Families are facing increasing pressure, including poverty, online harm and emotional distress. Our support line is often the first-place people turn.Your work will help ensure that:children are saferfamilies feel listened to and supportedpeople get the right help at the right time

What we are looking for

• A relevant professional qualification at SCQF level 9 such as social work, health, education or community education
• Experience supporting children, young people or families facing challenges
• Experience of supervising or supporting others, including staff or volunteers
• Strong listening skills and the ability to respond with empathy and clarityThe ability to manage risk and make sound decisions under pressure
• Confidence working in a fast-paced environment

What you can expect from us

• A supportive, inclusive team where your wellbeing matters
• A strong focus on learning, reflection and development
• 40 days annual leave (pro rata)
• Contributory pension scheme
• Generous family leave
• Flexible working options

Our values

• With love, we put children first with compassion and kindness
• With purpose, we work together to transform children’s lives
• With strength, we do whatever it takes to protect Scotland’s children