Helpline Consultant
Employer: Headway
Location: Remote
Working hours: 21 hours per week to b worked over 3 days (must include Thursday and Friday)
Salary: £14.01 per hour
Closing date: 8 November 2026
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Location: Remote working
Hourly rate: £14.01 per hour
Permanent, 21 hours per week to b worked over 3 days (must include Thursday and Friday)
Join the UK’s leading brain injury charity and provide compassionate, practical support when people may need it most. As a Helpline Consultant, you will help brain injury survivors, families, carers and professionals navigate complex situations and access the right information and support. You will become part of a small, knowledgeable and supportive team delivering one of Headway UK’s vital frontline services
WHAT YOU WILL DO
Be the first point of contact for people affected by brain injury via telephone, email and web enquiries
Provide compassionate support, practical guidance and trusted information.
Help people access the services, resources and support that best meet their needs.
Respond to a wide range of enquiries from survivors, families, carers and professionals.
Use your knowledge and problem-solving skills to support people through complex situations.
Maintain accurate records and contribute to the effective delivery of our national Helpline service.
Play an active role in raising awareness of Headway UK's support and services.
ABOUT YOU
We're open-minded and welcome applications from anyone who believes they have the skills, qualities and potential to perform the Helpline Consultant role successfully. Ideally, you will:
Be an excellent listener with a calm, compassionate and person-centred approach.
Be confident communicating with a wide range of people, especially those in challenging or distressing circumstances.
Be empathic, with the ability to respond sensitively to complex situations.
Be organised, resilient and able to manage competing priorities.
Be comfortable using IT systems and maintaining accurate records.
Share our commitment to improving life after brain injury.
Although desirable, no previous knowledge of brain injury is required. If you bring the right values, communication skills and willingness to learn, we'll provide the training and support you need to succeed.
BENEFITS
As a staff member at Headway UK you’ll have access to the following range of benefits;
Financial Security
Competitive Salaries
Pension - You’ll automatically be enrolled into the People’s Pension with Headway contributing between 3 – 6% dependant on your contributions
Occupational Sick Pay Scheme – Increasing with length of service.
Death in Service Benefit - You’ll have the security of knowing if anything happens to you your loved ones will be provided for
Flexible Working
Remote working – For the majority of our roles we can facilitate fully remote or hybrid working.
Opportunity to work from abroad, for up to four weeks a year (subject to approval)
Wellbeing
You’ll benefit from a fully comprehensive 24/7 Employee Assistance Programme including access to counselling services.
Eye Test Vouchers
Mental Health First Aiders
Holidays and leave
You’ll get 25 days leave incrementally increasing to 30 days (pro-rata) based on service, plus an additional day off for your birthday and 3 days service closure during the Christmas period (excluding bank holidays.)
Benefits
You’ll have access to a range of shopping and lifestyle benefits and discounts through our IMHR Plus Privilege membership.
ABOUT US
Headway UK plays a pivotal role in supporting individuals and families affected by brain injuries. Our comprehensive services encompass rehabilitation, emotional support, and practical assistance to help survivors regain independence and improve their quality of life. Headway UK is at the forefront of raising awareness about the challenges faced by those with brain injuries and advocates for their rights, working to ensure they receive the care and understanding they deserve. Through a combination of educational initiatives, community outreach, and personalised support, Headway UK strives to rebuild lives, offering a lifeline to those navigating the complexities of brain injury recovery.
Build a rewarding career with Headway UK, and join our compassionate team, where every role makes a meaningful difference to people affected by brain injury.
SAFEGUARDING
At Headway UK we are committed to the safeguarding and welfare of vulnerable adults. We expect all our staff and volunteers to share this commitment. We follow best practice as set out within the Care Act 2014. All successful applicants will be subject to safer recruiting procedures and will be required to complete mandatory pre-employment checks including a DBS check and two satisfactory references.
EQUALITY, DIVERSITY AND INCLUSION
We recognise, value and champion diversity and inclusion. We want to ensure our staff population reflects the diverse service users that we support. For us, diversity and inclusion is about building happy teams, full of people that want to learn and be inspired by each other, by our different experiences and backgrounds. Inclusion means providing the people we recruit with opportunities and valuing everyone’s contributions and perspectives.
We are also committed to removing barriers for applicants with a disability during our recruitment process, upon appointment and as an employee.
Thank you for your interest in Headway UK and we look forward to getting to know you!
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