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.
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:
Although not essential, experience of at least one of the following systems would be highly advantageous:
You’ll be employed on a fixed term contract until October 2021, working full time hours within Monday to Friday, 9am to 5pm.
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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