NFP People on behalf of Stroke Association
Birmingham, West Midlands (On-site)
London, Greater London
Circa £25,000 pa/pro rata (inner £3,299 pa / outer £1,755 pa) may be applied
Permanent, Part-time, 28 or 35 hours pw. All roles to be worked over the full 7 hour days incl weekend & bank holidays, Full-time
Job description

Support Line Officer


We’re looking for highly motivated, resilient and customer focused individuals to fulfil the role of Support Line Officer.


Position: Support Line Officer

Location: Homebased, U.K Nationwide

Hours: 28 or 35 hours per week (various positions available) All roles to be worked over the full 7 hour days including weekend and bank holidays.

Salary: £25,000 per annum FTE (Pro rata for part time roles) (inner London weighting £3,299 per annum FTE (pro rata for part time roles) or outer London weighting £1,755 per annum FTE (pro rata for part time roles) may be applied in accordance to where you live) 

Contract: Permanent


Benefits: 25 days’ annual leave plus bank holidays (this will increase with service up to 30 days, full time equivalent) cashback and discount scheme, employee assistance programme, learning and development, pension scheme, Life Assurance, Eye Care vouchers, Long Service Award, Tax-free childcare, Health Cash Plan, Working Pattern Agreement, flexible working opportunities available.


Closing Date: 6 February 2022

Interview Date: Week commencing 14 February 2022


Due to the Covid-19 pandemic interviews may be held via video conferencing. Please let us know if this will present any challenges when you email your application


The Role

As part of the Customer Care and Support Line team, you will play an integral role in providing consistent, high quality information and support for people affected by stroke, both in the immediate aftermath of their stroke and long into their recovery journey.  You will also respond to enquiries from healthcare professionals and members of the public.


This role delivers both our Stroke Helpline and Stroke Association Connect products.

This is a challenging and fast paced, yet highly rewarding role, requiring a high degree of resilience, flexibility and attention to detail.


Due to the nature of the role you would be expected to work flexibly on a shift basis (with availability to work between 8am-6pm), including some Saturdays and Bank Holidays.


Key responsibilities will include:

  • Providing information and support to people affected by stroke, professionals and the public, making both inbound and outbound contact in writing and over the phone.
  • Ensuring the practical and emotional needs of beneficiaries are identified and addressed through a range of channels including telephone, letter, email and social media.
  • Connecting new beneficiaries to our charity, helping them to self-manage by making them aware of the support available
  • Working collaboratively with colleagues across the Customer Care and Support team to provide an outstanding and personalised customer experience
  • Working with colleagues across the organisation to deliver value to our customers and to realise our corporate objectives


About You

As Support Line Officer you will have:

  • Experience of working in a helpline/information provision setting or of working directly with people affected by stroke.
  • Experience of providing high quality support and evidence-based information to others, verbally and in writing.
  • Excellent listening skills and the ability to provide empathy and deal with calls who may be distressed or angry while remaining emotionally resilient.
  • Access to a quiet and confidential space to work from.


Please submit your CV and a covering letter of no more than two pages demonstrating how you meet the person specification and what you bring to the role in terms of your skills and experience.  Please also state the reference number and the amount of hours you are applying for CE83 28 hours per week or CE84 – 35 hours per week


To fulfil the requirements of the role you must abide and have the right to work in the U.K.


About the Organisation

Stroke Association. Rebuilding lives after stroke.

When stroke strikes, part of your brain shuts down. And so does a part of you. That’s because a stroke happens in the brain, the control centre for who we are and what we can do. It happens every five minutes in the UK and changes lives instantly. Recovery is tough, but with the right specialist support and a ton of courage and determination, the brain can adapt.


We believe everyone deserves to live the best life they can after stroke. And it’s a team effort to get there.


We provide specialist support, fund critical research and campaign to make sure people affected by stroke get the very best care and support to rebuild their lives.


We’re working to improve the diversity of our team.  Because we know that individuality leads to a richer experience for our people and better support for those affected by stroke.


We strongly encourage people from all backgrounds to apply. And we’re particularly looking to increase the number of applications from those with lived experience of stroke and those from under-represented communities. 


Every five minutes, stroke destroys lives. Help us rebuild them and join our team.


In 2019, we developed a bold new corporate strategy so that we can rebuild more lives after stroke and make a bigger difference to people’s lives. To help us deliver our strategy and make a real difference, we are looking to recruit talented people to a number of new roles. If you would like to support stroke survivors to rebuild their lives, we want to hear from you!



You may also have experience in areas such as Support Line Advisor, Support Line Officer, Support Line Contact Centre Advisor, Helpline, Information and Advice, Advisor, Health Advisor, Customer Service Executive, Customer Service Advisor, Customer Service Assistant, Customer Service Operator, Customer Service Call Centre, Helpline Advisor, Call Centre Operative, Call Centre Worker, Contact Centre Advisor, Customer Service Contact Centre Advisor, Customer Service, Contact Centre, Call Centre, Telecare Centre Advisor.

Posted on: 21 January 2022
Closed date: 06 February 2022 at 23:30
Job ref: 3041
Tags: Advice, Information, Support Worker