Helpline Officer

About us

Cystic Fibrosis Trust is the only UK-wide charity dedicated to uniting for a life unlimited for everyone affected by cystic fibrosis. We're working towards a brighter future for everyone with cystic fibrosis (CF) by funding cutting-edge research, driving up standards of care and supporting people with the condition and their loved ones every step of the way.

Our incredible community of supporters, volunteers, and fundraisers are at the heart of everything we do. That's where you come in!

About the Role

To deliver a high-quality, confidential information and support service to people affected by cystic fibrosis through the Cystic Fibrosis Trust's Helpline and online support channels.

The role involves responding to a wide range of enquiries, providing information and signposting, supporting individuals to access appropriate services, and helping to ensure people affected by cystic fibrosis can make informed decisions and access the support they need.

What you'll be doing

• Providing information and support through our Helpline, responding to enquiries by phone, email, social media and WhatsApp.
• Listening with empathy and helping people understand their options, access support services and overcome barriers.
• Signposting and referring people to relevant internal and external support, including welfare, employment and peer support services.
• Maintaining accurate records, identifying safeguarding concerns and helping ensure our online communities remain safe and welcoming.

Who we're looking for

To succeed in this role, you will need:

• Experience of supporting people by providing advice, information or guidance in a public-facing role.
• Excellent communication and listening skills, with the ability to respond clearly, accurately and empathetically.
• Confidence handling complex or sensitive enquiries and supporting people through challenging situations.
• A proactive, organised and solution-focused approach, with strong IT and record-keeping skills.
• Commitment to inclusion, safeguarding, confidentiality and delivering a high-quality service.

Benefits of working for us

We offer a range of benefits including flexible working, 30 days annual leave plus recognised bank holidays (pro-rata for part time staff), contributory pension scheme, Healthcare cash plan covering dental, optical, 24/7 GP service, Employee assistance programme and opportunities for learning and development.

Ready to join us as we unite for a life unlimited?

If you have a passion for our vision and the skills to inspire our community, we would love to hear from you.

Apply today and help us turn hope into reality.

Closing and interview dates:

Closing date for completed applications is 11:59pm on Sunday 1st November 2026.

First interviews will be held week commencing Week commencing 10th and 11th November 2026.

We reserve the right to bring forward the closing date or extend if necessary. Therefore, if you are interested in this role, please submit your application as early as possible.

How to Apply

Before applying, please ensure you read the job description for more information about the role.

Applications should be made through our recruitment portal Hireful and to apply, please select 'Apply Now.'

If you would like to discuss the role before applying, please contact our recruitment team.

Please note you will need to have the right to work in the UK before starting work with us and we will check this. We do not hold a Home Office Sponsorship Licence and therefore cannot offer visa sponsorship for our roles.

No agencies or media please.

Our commitment to an inclusive workplace

Cystic Fibrosis Trust aims to be an inclusive workplace where everyone belongs, can be themselves and achieve their full potential. We want to attract, develop, and retain staff with diverse backgrounds, experiences, and perspectives; particularly people who have cystic fibrosis, people who identify as being from an ethnic minority group, as LGBTQ+ and people with disabilities.

It is our policy not to discriminate against any person because of their age, gender reassignment, being married or in a civil partnership, being pregnant or on maternity leave, disability (physical and mental), race including colour, nationality, ethnic or national origin, religion or belief (including lack of belief), sex, sexual orientation or union membership.