This vacancy has now closed
Back to search results

Helpline Manager

  • Full time
  • £31,500 – £34,000
  • Hybrid blend of office (Edinburgh) and home working
  • Closing 10th February 2023

  • Advertised from 13th January 2023
  • 35 hours per week Permanent


Age Scotland is the national charity for older people. We work to improve the lives of everyone over the age of 50 so that they can love later life.

We support and enable hundreds of communities and older people’s groups across Scotland. We provide information, friendship and advice through our free helpline and publications. We tackle loneliness and isolation with our Friendship Line and much more.

We work in Scotland with older people’s groups who provide vital activities and services for older people in their local community. We campaign on the issues that older people tell us are important to them.

We know that growing older doesn’t come with a manual. Later life can bring opportunities and challenges, and people may need to know about rights, organisations and services which are often unfamiliar. That’s why we provide free information and advice to support older people on a diverse range of topics.

You will lead on the day-to-day implementation, management, development and growth of our free confidential helpline for older people in Scotland, their families and carers.

Responsible for overall customer experience, case checking, call quality management and impact evaluation, you will ensure we meet our funding outcomes and the Scottish National Standards for Information Providers audit requirements.

Using a collaborative approach, you will work closely with the information manager and friendship manager to provide a holistic information, advice and friendship service which places older people at the centre of day-to-day delivery and strategic planning.

The role requires an element of practitioner hours and continuous professional development and therefore a minimum of 6 hours per week of telephone advice will be required on an ongoing basis.

Living our values, you will manage the helpline with integrity, while involving, inspiring and empowering your team, so together we can create better outcomes for older people in Scotland.

The post will be a hybrid blend of office based (in Edinburgh) and home-based work. At least 40% of the working week will be based at our office in Causewayside, Edinburgh.

In return for your expertise and commitment to our values you’ll receive a generous holiday allowance, a range of learning and development opportunities, optional healthcare benefits and a contributory pension scheme with employer contributions of up to 9%.

Application notes

Full details of the role are available from our website: Alternatively, you can call 0333 323 2400.

Closing date: 12 noon on Friday 10th February 2023

Interviews will take place in Edinburgh on Tuesday 21st February 2023

Age Scotland, part of the Age Network, is an independent charity dedicated to improving the later lives of older people on the ageing journey, within a charitable company limited by guarantee and registered in Scotland. Reg No: 153343 Charity No: SC010100. Registered Office: Causewayside House, 160 Causewayside, Edinburgh EH9 1PR.