This vacancy has now closed

Helpline Advisers

  • Full time
  • £23,239
  • Glasgow
  • Closing 13th November 2019

  • Advertised from 30th October 2019
  • 1 x Permanent and 2 x Fixed term contract till March 2020
  • Excellent benefits including 30 days holiday and family friendly policies


Closing date: 13 November 2019 at 11.30pm

Do you have experience of working in a fast-paced environment dealing with difficult and sometimes challenging calls? Would you like to use those skills to help people struggling with bad housing or homelessness to find solutions? Then join Shelter Scotland as a Helpline Adviser and you could soon be providing vital advice to clients across Scotland.

A home is a fundamental human need, as essential as education or healthcare. Yet millions of people across Britain struggle on a daily basis with homelessness, bad housing conditions, soaring rents, discrimination and the threat of eviction. So, we are striving for change — with individuals, in communities, across society – and leading the way to a safe home. We need ambitious, best-in-class individuals who are passionate about our cause to join us at this exciting time. This is your chance to play a part in the fundamental change we are striving to achieve.

About the role

Shelter Scotland provides a free telephone and digital helpline providing housing advice to over 22,000 people across 32 local authorities in Scotland each year. You’ll be joining a team delivering a telephone, digital and email advice service to people experiencing a range of housing problems. This will involve carrying out initial fact finding interviews to identify and agree clients’ needs and giving advice on all areas of housing and welfare benefits law, for which you will be given support and training should you need it. We’ll also rely on you to enter details onto a case management system accurately and punctually.

About you

We’re looking for people who are resilient enough to cope in a challenging environment but who can empathise with our clients and help them navigate their way through the system. You’ll have good listening skills that will enable you to get to the root of clients’ underlying needs, a proactive, results-driven approach and the ability to contribute new ideas and approaches. Proficiency using Microsoft Office applications and case management systems is also essential. Full training will be provided and we are committed to helping you develop your advice skills.


We offer a wide range of benefits, including 30 days of annual leave, enhanced family friendly policies, pension and interest free travel loans. Our employees also have access to a tenancy deposit loan, cycle to work scheme and an employee assistance programme.

Shelter Scotland helps over half a million people every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help.

To find out more about the role and the benefits of working for Shelter Scotland please visit our website. Apply to be part of our advice team and be the change you want to see in society.

Safeguarding is everyone's business. Shelter Scotland is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies.

At Shelter Scotland, we welcome and encourage applications from everyone regardless of age, disability, gender, ethnicity, religion and sexual orientation. We are facing diverse problems, so need diverse people to tackle them.

Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.

Application notes

For further information and to apply please visit our website