Do you want to help create a safer, brighter future for children across Scotland?

Children First, Scotland’s national children’s charity, is looking for a Support Line Coordinator to join our national service. By joining us, you will help protect children, support families and make sure no one has to face difficult moments alone.

About the role

Based in Edinburgh with some flexible hybrid working this role sits at the heart of our national support line. You will provide compassionate, skilled support to families, carers and professionals who may be facing some of the most challenging times in their lives.

You will respond to busy and varied contacts through phone, webchat and email, offering timely advice, emotional support and practical guidance. Every interaction is an opportunity to keep a child safe, strengthen a family and make sure children’s voices are heard.

You will record your work clearly and meaningfully so that it reflects families’ experiences and helps us learn, improve and grow our services.

This is a fast-paced role, but at its core it is about connection, empathy and good judgement.

What you will do

• Provide high quality support to families, carers and professionals across Scotland
• Listen carefully to understand what matters most to children and families
• Offer clear advice that helps keep children safe and supports recovery
• Respond to a high volume of contacts with care and professionalism
• Maintain accurate, child-centred records that inform service development
• Work as part of a team to improve how we support families across Scotland

Why this role matters

Families are facing increasing pressure, including poverty, online harm and emotional distress. Our support line is often the first-place people turn.

Your work will help ensure that:

• children are safer
• families feel listened to and supported
• people get the right help at the right time

What we are looking for

• A relevant professional qualification at SCQF level 9 such as social work, health, education or community education
• Experience supporting children, young people or families facing challenges
• Experience of supervising or supporting others, including staff or volunteers
• Strong listening skills and the ability to respond with empathy and clarity
• The ability to manage risk and make sound decisions under pressure
• Confidence working in a fast-paced environment

What you can expect from us

• A supportive, inclusive team where your wellbeing matters
• A strong focus on learning, reflection and development
• 40 days annual leave (pro rata)
• Contributory pension scheme
• Generous family leave
• Flexible working options

Our values

You will be part of a team that lives its values every day:

With love, we put children first with compassion and kindness

With purpose, we work together to transform children’s lives

With strength, we do whatever it takes to protect Scotland’s children

A fantastic opportunity to join the Children First team in Midlothian

Every child deserves to be safe, loved and well with their family.

At Children First, we stand alongside children, young people and families to help them build on their strengths, overcome challenges and create lasting change. We believe children should be heard, their rights respected and their voices at the centre of every decision that affects them.

This is an exciting opportunity to join our Midlothian team, supporting children, young people and families experiencing a range of challenges, including parental substance use, poverty, poor mental health and trauma. The service also provides support to kinship carers and the children in their care, as well as Armed Forces families.

Working alongside families in their homes, schools and communities, you will be part of a skilled and caring team that delivers both whole family and individual support. Our practice is grounded in relational, systemic, strengths-based and restorative approaches. We recognise that families are experts in their own lives and work alongside them to identify what is working well, build resilience and create positive futures for children.

Alongside one-to-one and family support, we help families develop meaningful connections through peer support groups and links to their local communities, strengthening the relationships and networks that help children thrive.

About you

We're looking for someone who:

• Shares our commitment to putting children first and upholding children's rights.
• Understands the importance of listening to children and ensuring their voices influence the support they receive.
• Has experience of working with children, young people and families, including involvement in child protection processes.
• Values restorative, relationship-based and strengths-focused ways of working.
• Can work alongside families with compassion, curiosity and respect.
• Brings an understanding of the diverse experiences and needs of families across our communities.

We welcome applications from people with broad experience across family support, as well as those with specialist knowledge in particular areas of practice.

You will hold a professional qualification in a relevant discipline such as Social Work, Teaching, Childcare, Social Care, Counselling, or another related field at SCQF Level 9 or above.

Why Children First?

Children First is Scotland's national children's charity. We are ambitious for every child in Scotland to grow up safe, loved and well with their family. We provide emotional, practical and financial support to children and families and campaign tirelessly to protect and uphold the rights of every child.

We are determined that the incorporation of the UN Convention on the Rights of the Child (UNCRC) becomes a reality in children's everyday lives. We want children to be listened to, respected and meaningfully involved in decisions that affect them.

If you believe in the power of relationships, the strengths within families, and children's right to be heard, we'd love to hear from you.

Our Values

Living our values, you will help create a workplace where our people can thrive, ensuring we deliver the best possible support to children and families.

• With love, we put children first.
• With purpose, we transform lives together.
• With strength, we do whatever it takes to protect Scotland’s children.

In this role, you’ll:

• Process and maintain key finance operations across the purchase ledger and sales ledger, as well as banking, cash and ad‑hoc payroll processes

• Administer and process cash and banking transactions and perform related reconciliations

• Process journals and perform Control Account reconciliations

• Assist non-finance staff with telephone, face-to-face and email queries and requests for information

• Provide high-quality, flexible and responsive administrative support across a wide range of finance activities.

We’d love to hear from you if you have:

• Higher Grades passes in Maths and English and/or Business or Accounting (or equivalent)

• Experience in data processing and integrity/accuracy checking

• Experience working with deadlines and prioritising workloads

• Strong excel skills

• Excellent verbal and written communication skills

What we offer:

• A workplace with values of with love, with purpose and with strength

• 40 days annual leave (pro rata for part-time employees), inclusive of bank holidays

• Pension scheme and wellbeing support

• Flexible and hybrid working arrangements

• Access to Westfield Health, giving colleagues and their families confidential counselling support, wellbeing resources, and access to health and lifestyle benefits to support physical and mental wellbeing.

• Blue Light card discount

• A Fair Work accredited workplace

Our Values

Living our values, you will help create a workplace where our people can thrive, ensuring we deliver the best possible support to children and families.

With love, we put children first.

With purpose, we transform lives together.

With strength, we do whatever it takes to protect Scotland’s children.