Bereavement Support Services Office (BSSO)

This is a key role in the Bereavement Support Services team. The team provides a wide range of services, including the Helpline, Online Community, memory making, and print materials. The aim of this post is to provide consistent, high-quality emotional support to bereaved families who seek support from Sands. The primary focus of this role is to work on the Sands Helpline as support officers, listening to callers and responding to emails. The helpline offers telephone and email support and is currently open from 10am-3pm from Monday to Friday; 6pm – 9pm on Tuesdays, Wednesdays and Thursdays; and has occasional extended opening for specific reasons. Bereavement Support Services Officers (BSSO) will be expected to cover all regular opening hours on a rota basis. Flexibility to accommodate other external commitments will be considered. Each shift will start 30 minutes before the helpline opens and end 30 minutes after the helpline closes. If colleagues start work when the Helpline is already open, they will be expected to use the first hours of their shift to settle in and organize their work before starting calls and email responses. The role will be split between work on the helpline and contributing to other strands of bereavement support work.