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Helpline Co-ordinator (2 posts)

  • Part time
  • £21,000 pro-rata
  • Home Based - ensuring a quiet confidential space
  • Closing 5th December 2022

  • Advertised from 16th November 2022
  • £9,600 pro rata salary based on 16 hours per week with an opportunity for additional hours by agreement for holiday cover.


Pension:Cruse Scotland offers 6% employer pension contributions based on employees contributing a minimum of 2% to meet statutory requirements

Working Pattern:Rotational pattern. The 4-hour helpline shifts are set across the following days and times:

  • Monday – Fridays: 9am-1pm; 12.30pm-4.30pm; 4pm-8pm
  • Saturday & Sundays: 10am – 2pm

Staff team shift patterns are circulated 4 weeks in advance.

Our Helpline is open each day of the year, requiring helpline staff to support cover across public holidays.

Holidays:Full-time posts in Cruse Scotland (35 hours per week) are entitled to 20 days annual leave and 10 public holidays. Holiday entitlements for part-time staff are calculated on a pro-rata basis of this allowance.

Our Organisation:

We are a Scotland’s Bereavement Charity. We support anyone who has been affected by bereavement in Scotland, regardless of who has died, when they died or how they died. The service is open to all ages and to clients living anywhere in Scotland.

Our bereavement counselling and listening support services are delivered wholly by volunteers, who are supported by a small but mighty staff team across Scotland of 22. We have 250 volunteers across the organisation, which includes our Board, Helpline, and counselling team.

Our Helpline:

Our Helpline team are simply amazing! They are all volunteers and provide an outstanding service. They are home based, located all across Scotland, but meet regularly as a team virtually. These regular online meetings and training events provide a sense of community, and the Helpline Co-ordinator roles will play a key part in these connections going forward. The role of our Helpline service not only provides the key referral route into the organisation but is also a listening support service which is available to anyone who needs to talk about their grief at that moment.

Helpline Co-ordinator Role:

We are looking to recruit motivated and empathetic individuals to support and guide our volunteer helpline team during opening hours. Clients who contact our helpline can sometimes be distressed, or angry and, occasionally, suicidal. You must therefore be able to remain calm to deal with such situations and take responsibility for ensuring procedures are implemented for the safety of our clients and volunteer team. The role also involves taking helpline calls from clients during busier periods.

Excellent keyboard skills are a must, as the role not only requires regular data input, but will also involve responding to clients who access our support via email. Experience in corresponding with vulnerable people would be advantageous.

Our Helpline is about to undergo significant re-development this coming year to better support our volunteer team and improve our services to clients. Along with our Helpline Manager, you will be a key part of our exciting new plans.

Application notes

To apply, or for further details, please see our application pack, or contact our Office Manager: Michaela Thomson by email: or by phone: 01738 444178

Closing date for applications: noon on Monday 5th December 2022

Interviews being held online: Thursday 8th December 2022

We look forward to hearing from you.