This vacancy has now closed

Helpline Support Assistant

  • Full time
  • £21,848
  • Edward House, Glasgow (Staff currently working between home & office due to COVID mitigation arrangements)
  • Closing 26th September 2021

  • Advertised from 10th September 2021
  • Plus 4% employer pension contribution. 2 year post. 35 hours per week


This post will provide the first point of contact for families who contact Scottish Families national Helpline service, and provide appropriate support and information to meet their needs.

The post-holder will be responsible for providing support and information, signposting enquiries, taking referrals and all associated administrative processes associated with Scottish Families’ national Helpline. The Helpline contact will be multi-channel (phone and online communication, including email and webchat). This role is also responsible for delivering an ongoing programme of content revision of Scottish Families’ National Service Directory to ensure all information is accurate and up-to-date, through actively liaising with support services across Scotland. The Helpline Support Assistant role also contributes to supporting our volunteers in their role and handling any escalated complex calls.

The post will be based at Edward House, Glasgow – Scottish Families’ national office. (Please note staff currently working between home and office due to COVID mitigation arrangements). The post holder will be required to work occasional evenings and weekends to support Helpline coverage. The post will be part of the Scottish Families’ staff team and be supervised by the Helpline Development Officer.

We are seeking applicants who have experience of providing support in a health and social care, mental health, addiction or trauma support service/ organisation; as well as providing support via webchat and online chat methods. Applicants should have knowledge of issues for families affected by substance use; drug and alcohol awareness; and mental health in relation to substance use, as well as ability to listen and support individuals from diverse demographics. Excellent IT skills are essential, particularly use of Microsoft Office (Outlook, Word and Excel). All applicants should be educated to HNC level, vocational qualification (level 3) or hold a relevant professional qualification.

Application notes

Please see for more information and application details.

Closing date: 11.59pm, Sunday 26th September 2021