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Cystic Fibrosis Trust

Helpline Officer

Part-time (21 hours)

Based in Aldgate, Central London.

Circa £15,000 per annum plus benefits

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.

The postholder will provide a professional, personal and comprehensive information and support service to the CF community (comprising people with cystic fibrosis, their parents, carers, wider family and friends and clinicians) via the Cystic Fibrosis Trust’s helpline.

Our helpline is open Monday–Friday, 9am–5pm 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.

You will be the 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 follow the enquiry through to its conclusion, often researching in detail and consulting with colleagues across the organisation, and then providing the information in an accessible format. 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 recording and monitoring the work of the helpline, logging and analysing data and sharing stories that demonstrate the difference we can make. The role also includes producing correspondence (travel medication letters, condolence letters), and requires an extremely high level of attention to detail and strong IT skills.

If this is for you, we would love to hear from you. Take a look at the full job description, complete the application form and equal opportunities form, and send 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. The information you provide will be treated as sensitive data under the Data Protection Act 1998. Your assistance is appreciated.

Closing date for completed application will be 9am on 9 October 2017.


The Trust is committed to funding and supporting cutting-edge research to find new and better treatments for cystic fibrosis. Take a look at some of that work and the progress that is being made.

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