Location: Central London, hybrid working

Contract: Temporary, running to end of January 2027

Hours: Full-time, 35 hours per week

Salary: £19.18 to £20.82 per hour (salaried equivalent approx. £35,000 - £38,000)

Prospectus is delighted to be supporting a well-established national charity in the recruitment of a Helpline and Support Officer. This is an excellent opportunity for a personable advice and support professional to join a collaborative team providing information, guidance and practical support to members, volunteers and wider stakeholders.

The role sits within a busy Information and Advice function and will involve acting as a first point of contact for enquiries received by telephone, email and other channels. As enquiry complexity continues to grow, the successful candidate will provide support on a broad range of topics, including safeguarding, complaints, data protection and dispute resolution, ensuring individuals receive professional, empathetic and effective guidance.

Key Responsibilities:

• Acting as a professional and approachable first point of contact for enquiries, assessing needs and directing individuals to appropriate support.
• Managing sensitive and complex enquiries, providing tailored advice and guidance with sound judgement and discretion.
• Identifying, assessing and escalating safeguarding concerns in accordance with established policies and procedures.
• Supporting individuals and groups with complaints management and dispute resolution processes.
• Providing advice and guidance across a range of channels, adapting communication styles to suit different audiences and circumstances.
• Offering guidance relating to data protection, confidentiality and associated organisational requirements.
• Monitoring trends and emerging themes in enquiries to help inform service development and continuous improvement initiatives.
• Supporting the development of new member groups and assisting with applications relating to organisational grant programmes.
• Maintaining accurate and comprehensive records using internal systems and ensuring compliance with data protection requirements.
• Contributing positively to team culture, knowledge sharing and wider organisational activities.

Key Requirements:

• Experience working within a charity or not-for-profit organisation.
• Experience delivering high-quality advice, guidance or support services in a customer-facing environment.
• Experience maintaining accurate records using CRM, database or case management systems.
• Knowledge of safeguarding and data protection principles, with the ability to apply organisational policies effectively.
• Excellent verbal and written communication skills, with the confidence to handle sensitive conversations professionally and empathetically.
• Strong organisational skills and the ability to manage competing priorities and deadlines.
• High levels of discretion and integrity when handling confidential information.
• Strong IT skills, including experience of CRM or case management systems.
• A collaborative and adaptable approach, with the ability to work independently and as part of a wider team.
• Knowledge of the charity sector and the challenges faced by small charitable organisations.
• Understanding of charity regulation across the UK nations.

CVs will be reviewed on a rolling basis so if you're interested, please apply ASAP with your CV in Word format.

At Prospectus, we believe recruitment should be human-led and we are committed to supporting you throughout your application journey. We welcome applicants from all backgrounds and do not discriminate based on age, gender, disability, race, religion, sexual orientation, marital status, or pregnancy/maternity. While AI may be used to support our administrative process, all applications are reviewed by people and all hiring decisions are made by experienced recruiters.