Helpline Support Officer

Position: Helpline Support Officer
Hours: Full-time (35 hours a week) – Substantial Part Time considered
Contract: Fixed Term 12-month maternity cover contract
Location: Office-based in London, with regular home working
Salary: Starting from £26,384 per annum plus excellent benefits
Salary Band and Job Family: Band 1*, Charity
*you’ll start at our entry point salary of £26,384 per annum, increasing to £28,033 after 6 months service and satisfactory performance and to £29,682 after a further 6 months.

About us

We make sure people living with MS are at the centre of everything we do. And it’s this commitment that unites us across the UK.

Our strategy is based on what people affected by MS have told us is important to them. It gives us a clear and determined focus.

Our work is based on the hopes and aspirations of our MS community. Together we campaign at all levels, fund ground-breaking research and provide award winning support and information.

About this job

In this role you will be providing emotional support and information to people affected by multiple sclerosis (MS) that empowers them to live to their full potential, take an active role in their treatment and secure the care and support they need. As part of the helpline team you will also contribute to the overall implementation of the team’s objectives and successfully embedding new services.

Our helpline is open 9am – 7pm and therefore this role includes working a shift pattern of 9-5, 10-6, 11-7 or as the service demands.

Please note this is a fixed term 12-months maternity cover contract. This role is full time, part-time hours (28 hours +) will be considered.

Closing date for applications: 09:00 on Wednesday 23rd April 2025

Interested?

More information can be found by downloading the attached documents in 'supporting documents' and then to apply for this role, please submit the following:

• an updated CV
• a supporting statement indicating how you meet the essential criteria as set out in the person specification in the attached job description

Top Tip: you will need to save your Cover Letter, CV and Optional Equal Opps form as one document and upload this to the site.

Equal Opportunities
We particularly welcome applications from people with disabilities and or from ethnic minority backgrounds.

Disability Confident Employer
We’re a Disability Confident Employer and we’re committed to promoting equality and diversity.

If you need any help or adjustments to apply for this role, please contact us.

More about our employee benefits:
We have a wide range of employee benefits including (but not limited to):

Encouraging work life balance

• 38 days paid annual leave (including bank holidays), pro-rata for part-time
• More annual leave entitlement, based on length of employment
• Smart working options (with the opportunity to work remotely and find a smart working pattern that suits both you and us)
• Flexible working options

Caring for you and your family

• Generous sick pay entitlement
• More sick pay entitlement, based on length of employment
• Opportunity to buy and sell annual leave in each calendar year
• Free access to a GP virtually 24 hours a day/7 days a week allowing you unlimited advice, reassurance and where appropriate diagnosis
• Enhanced leave for new parents
• Free access to a confidential 24 hours a day/7 days a week helpline service for both you and your family with a specialist range of support and information
• Special leave options (such as up to 5 days paid leave for domestic or personal emergencies a year)
• 10 days paid disability leave a year, pro-rata for part-time
• 10 days paid carers’ leave a year, pro-rata for part-time
• Cycle to work scheme
• Death in service scheme
• New family-friendly benefits, including paid leave:
  • In the event of miscarriage or stillbirth
  • To support fertility treatments
  • For antenatal appointments for both parents

Thinking about your finances

• Enhanced salary sacrifice pension scheme
• Discounted season ticket loan and interest-free emergency loans
• Give as you earn to support other charities of your choice before tax

Enriching your life at work

• Personalised development plans with a wide range of training courses and opportunities to source additional training options with your line manager
• Yearly internal apprenticeship opportunities
• New, modern offices that embrace working together both in-person and remotely
• Active and supportive internal employee networking groups for collaboration and peer support
• 2 days paid leave a year for volunteering for MS Society activities during normal working hours (such as fundraising events, or campaigning in the local community)
• 2 days paid leave a year for volunteering with other charities during normal

Safeguarding
We’re committed to safeguarding and promoting the welfare of everyone who uses our services and we come into contact with.

This is regardless of Gender, Race, Disability, Sexual orientation, Religion or belief, Pregnancy, Gender reassignment.

We recognise our particular responsibility to make sure vulnerable adults and children are protected.

Your right to work in the UK
You must have the right to work in the UK to work in paid employment with us. You’ll need to share documents showing you’re eligible to work in the UK if we offer you employment.

No agencies please.