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Cystic Fibrosis Trust

Helpline Manager

£30,000 per year plus benefits and flexible working

Home-based position (35 hours)

Cystic fibrosis is a chronic, life-shortening condition for which there is currently no cure. Those with the condition face a daily battle to stay well, which includes an intensive daily burden of treatment from diagnosis and throughout life. The disease affects everyone differently and can limit life in a number of ways, but treatments are improving all the time.

Our helpline is open five days a week and takes over 3,500 enquiries a year. The helpline is often the first point of contact when someone gets in touch with the Cystic Fibrosis Trust, and is the gateway to our information and support services. Through these services, we aim to empower people with cystic fibrosis to live a life unlimited by the condition. With line management responsibility for our two Helpline Officers, you will be a key point of contact on the helpline, answering queries, seeking out information, ensuring our community can access our peer-to-peer support, financial support and welfare advice, as well as signposting to other sources of information and support and providing a knowledgeable, friendly and empathetic listening ear.

Working as part of a small and supportive team, you will bring exemplary interpersonal and communication skills, and the ability to listen carefully to an enquirer and work with them to identify how we can best support them. You’ll ensure that everyone contacting our helpline receives effective information and support in a timely manner, and that our service is understanding, professional, and sensitively delivered.

You’ll be responsible for ensuring we can record and report on the outcomes and impact of our helpline, as well as developing the service to ensure accessibility through exploring new channels (social media, chat services etc). You will also develop and maintain policies and procedures, ensuring the team is supported to deliver a professional and comprehensive helpline service. A keen eye for detail, an empowering approach to line management, and the ability to translate the needs of people we support into innovative service delivery, will be essential.

The closing date for applications is 31 July 2020, and interviews will take place on 12 August (we anticipate that these interviews will be conducted virtually).

Please see the link below for full job description.

Benefits include 30 days annual leave.

Apply today

If you feel you can contribute to helping us create a life unlimited for people with cystic fibrosis, take a look at the full role description, complete the application form and equal opportunities form, and send these with your CV and a covering letter detailing your relevant experience to The equal opportunities form will be separated from your application form prior to the selection process and is used for us to collect aggregated anonymous data only. All information you provide will be treated as sensitive data under the Data Protection Act 1998.

No agencies please.

Your privacy

We welcome your interest in working with us here at the Cystic Fibrosis Trust. In order to review and manage your application, we need to collect certain personal information about you through your application. We are committed to protecting your personal information and being transparent in what we do with it.

We will only use your personal information as required to manage your application to work with us, or as required by applicable law or regulatory requirements. 

We do ask that you help us monitor our performance on equality by completing the accompanying Equal Opportunities Form which contains no identifiable personal information. Doing so is optional, and any information you provide through this form will be used to provide generalised aggregated reports. It will not affect your application in any way and is kept separately.

In the event your application is unsuccessful, we will retain your information for up to 6 months, before it is disposed of confidentially. 

For more detailed information on your rights and how we use any data you provide us, please see our privacy policy.

Research we fund

We fund research to tackle some of the most pressing issues in CF today. Find out how your donations are making a difference.

What is CF?

Cystic fibrosis, or CF, affects the lungs, digestive system and other organs, and there are over 10,600 people living with it in the UK.

Contact us

Get in touch with us to speak to someone on our Helpline, find out about an event or speak to our Press Team.