1st Line Technical Support Coordinator

Job Details
  • 4305
  • Choice of office location inc Prestatyn, Manchester, Birmingham, Leeds.....
  • Contract, Full Time
  • £19,000 to £20,315 pro rata (contract until Oct 2021)

Helplines System Support Coordinator (1st Line Technical Support)

This is an exciting fixed-term contract opportunity to join the team responsible for the smooth operation of two major helplines, the NSPCC Helpline and Childline, in a role where you’ll play a key part in ensuring young people and adults who are concerned about them, are receiving the best possible service, whilst making a positive difference to the lives of many.

About us

The NSPCC Services Directorate comprises of a universal offering of learning, information, expert advice and support for our key adult and professional audiences, children and young people. Our priority is to enable people to protect children and prevent abuse and includes the offering of two major helplines, the NSPCC Helpline and Childline.

This Helplines System Support Coordinator role sits within our Helplines Operational Support Team (HOST), which exists within the NSPCC Services to provide advice, guidance and support to the helpline services of Childline and the NSPCC Helpline, working with a wide range of stakeholders, from volunteers to trustees.

The Role - Helplines System Support Coordinator

Working closely with the Helplines Support Desk Manager, you will provide 1st line system support for the Childline and NSPCC helplines during office hours.

You’ll be joining a fast paced and high volume environment, where you will support the swift resolution of live support issues or fulfilment of system change requests, supporting technologies including contact centre and case recording applications, website services, workforce planning systems and reporting tools.

Acting as ‘the face of HOST’, you’ll provide timely and effective response to staff and volunteers across the helplines via email, phone and our online portal. Your duties will include:

  • Being the first point of call for system user issues, queries and requests, and supporting where appropriate the unit testing of new releases or bug fixes
  • Improving helplines service delivery by understanding how information and business systems are used, evaluating their effectiveness and making recommendations for improvements
  • Undertaking data cleansing or data entry activity as required to ensure the helpline systems contain accurate and up to date directorate information – ensuring high levels of data integrity
  • Supporting the Helplines System Support Leads to provide training in the use of the helpline systems, contributing to the training documentation
  • Escalating issues to the 2nd Line Team as appropriate


  • Either have extensive customer service experience gained within a busy helpline or helpdesk environment, or have proven experience of providing 1st line IT / technical support within a high volume and fast paced environment
  • Strong computer literacy skills, with the ability to learn a range of new software packages and apply that learning to the workplace
  • Excellent communication skills, both written and verbal, in order to present complex information in a clear and accurate way to a range of audiences
  • An understanding of administration, with a strong attention to detail and the ability to manage a high volume of similar day to day queries and input

Although not essential, experience of at least one of the following systems would be highly advantageous:

  • Genesys
  • Microsoft Dynamics
  • Salesforce
  • Three Rings
  • Business Objects

The Package 

You’ll be employed on a fixed term contract until October 2021, working full time hours within Monday to Friday, 9am to 5pm.

  • Salary in the region of £19,000 to £20,315 per annum (pro rata) with the level dependent on experience
  • 29 days annual leave plus bank holidays (pro rata)
  • Pension, life assurance and access to the NSPCC ‘Employee Assistance Scheme’  
  • A wide range of discounts and promotional offers on everything from meals out to mobile phones and household appliances  
  • Access to wellbeing initiatives and many more perks 

We are flexible regarding which of our Childline / Helpline Base offices you would prefer to work from, with locations in Manchester, Prestatyn, Birmingham, Leeds, Cardiff, London, Aberdeen, Glasgow, Belfast, Foyle, Nottingham and Liverpool.

PLEASE NOTE: By clicking apply on this site, you will automatically be redirected to the NSPCC website, where you will be required to complete an online application.

All applications for this Helplines System Support Coordinator (1st Line Technical Support) vacancy are to be submitted online. 

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