Make a Difference Every Day

Chest Heart & Stroke Scotland is seeking a compassionate, organised and experienced Advice Line Coordinator to join our advice line team. This is an exciting opportunity to support people living with chest, heart and stroke conditions, as well as their families, carers and healthcare professionals, by providing high-quality information, guidance and support.

This role is primarily home-based, working Monday to Friday 0900 – 1630 hours. Initial training will be delivered in person at our Head Office in Edinburgh, and the successful candidate must be willing and able to travel occasionally throughout Scotland to attend events, meetings and represent Chest Heart & Stroke Scotland.

About the Role

As Advice Line Coordinator, you will be responsible for coordinating and delivering our advice line service, supporting people through a range of communication channels including telephone calls, emails, text messages and web referrals

You will respond to enquiries from members of the public, carers and healthcare professionals, providing information, emotional support and practical advice. The role involves assessing individual needs, making referrals to appropriate internal services, signposting to external organisations, and supporting people with a range of wellbeing, advocacy, cost of living and benefits-related enquiries.

You will also recruit, train and manage a team of volunteers who will support service users through telephone and other remote contact methods.

Key Responsibilities

• Respond professionally, empathetically and effectively to enquiries received by telephone, email and text message.
• Provide information, support and guidance to people affected by chest, heart and stroke conditions.
• Assess individual needs and make appropriate referrals to Chest Heart & Stroke Scotland services and programmes.
• Signpost callers and service users to relevant external organisations, statutory services and support agencies.
• Support service users with wellbeing concerns and provide information relating to welfare benefits, advocacy services and cost of living support.
• Build and maintain positive relationships with NHS Scotland professionals, community organisations and partner agencies.
• Recruit, train, support and supervise volunteers who assist with service delivery.
• Monitor volunteer activity and ensure a consistently high-quality service.
• Maintain accurate and confidential records in line with organisational policies and data protection requirements.
• Represent Chest Heart & Stroke Scotland at events and meetings as required.

About You

Applicants must have the legal right to work in Scotland and be resident in the UK at the time of appointment. Unfortunately, Chest Heart & Stroke Scotland is unable to provide visa sponsorship and cannot consider applications from candidates requiring sponsorship to work in the UK

Essential

• Experience working in a telephone-based advice line, helpline, customer support or care coordination role.
• Experience managing enquiries across multiple communication channels, including telephone, email and messaging services.
• A good understanding of NHS Scotland and Social Care Services, pathways and referral processes.
• Excellent communication, listening and interpersonal skills.
• Experience supporting members of the public, carers and/or vulnerable individuals.
• Confidence in assessing needs and identifying appropriate support options.
• Strong organisational skills with the ability to manage multiple priorities.
• Experience recruiting, training and supporting volunteers and/or staff.
• Good IT skills and the ability to maintain accurate records and case notes.
• Ability to work independently in a home-based environment.

Desirable

• Knowledge or experience of chest, heart and stroke conditions.
• Experience working within the charity, health or social care sectors.
• Basic understanding of welfare benefits, advocacy services, cost of living and wellbeing support.
• Experience working collaboratively with healthcare professionals and external agencies.

Additional Requirements

• Ability to attend in-person training at Chest Heart & Stroke Scotland's Head Office in Edinburgh.
• Willingness and ability to travel occasionally throughout Scotland to attend events, meetings and stakeholder engagements.
• Access to a suitable home-working environment.

What You'll Bring

You will be empathetic, proactive and committed to delivering outstanding support to people affected by long-term health conditions. You will have the confidence to manage complex enquiries, work collaboratively with colleagues and partners, and motivate volunteers to deliver excellent service to those who need our support.

Join us and help ensure that nobody in Scotland must face chest, heart or stroke conditions alone.

Every day people with chest, heart and stroke conditions are leaving hospital scared and alone. You can be part of our mission to make sure that there is no life half lived in Scotland.

By joining Chest Heart and Stroke Scotland (CHSS) as a Peer and Involvement Coordinator you can be the difference between people just surviving and really living.

You will be part of Scotland’s leading charity providing support to people with chest, heart and stroke conditions to live life to the full again. Our Community Healthcare Support services form a nationwide network of local support groups, nurses, volunteers and one-to-one support teams helping families adjust to life with a heart or lung condition or after a stroke.

We are looking for a Peer and Involvement Coordinator to join our amazing Peer, Participation and Engagement team. The Peer and Involvement Coordinators support and build positive relationships with and between our partnered Peer Support Groups. You will provide advice and guidance to the Peer Support Groups in your coordinator area, connecting them with relevant services, activities and networks locally. You will manage CHSS Peer Volunteers responsible for clusters of Peer Support Groups in your geographic area.

We are looking for someone with drive and creativity to support the expansion of the Peer Support network in pursuance of our strategic aim to expand our Peer Support community from 3 thousand to 10 thousand members by 2028. You will work with Peer, Participation and Engagement colleagues to support the CHSS Participation and Involvement Framework by involving Peer Group members in our participation and engagement activity.

We are looking for someone with a positive attitude towards people with disabilities and long-term conditions; an understanding of the challenges faced by people with chest, heart, stroke and long covid conditions.

Applicants must have a car and a current valid driving licence (expenses are paid at mileage rate).

This post is fixed-term until April 2027.

CHSS also supports flexible recruitment through Working Families and we are “Happy to Talk Flexible Working”.

In line with our commitment to safeguarding, this role is subject to a PVG check. CHSS is committed to equality of opportunity and to providing a service which is free from unfair and unlawful discrimination. We therefore aim to ensure that no applicant, volunteer or member of staff is unfairly treated on the grounds of offending background.

Every day people with chest, heart and stroke conditions are leaving hospital scared and alone. You can be part of our mission to make sure that there is no life half lived in Scotland.

By joining Chest Heart and Stroke Scotland (CHSS) as a Peer and Involvement Coordinator you can be the difference between people just surviving and really living.

You will be part of Scotland’s leading charity providing support to people with chest, heart and stroke conditions to live life to the full again. Our Community Healthcare Support services form a nationwide network of local support groups, nurses, volunteers and one-to-one support teams helping families adjust to life with a heart or lung condition or after a stroke.

We are looking for a Peer and Involvement Coordinator to join our amazing Peer, Participation and Engagement team. The Peer and Involvement Coordinators support and build positive relationships with and between our partnered Peer Support Groups. You will provide advice and guidance to the Peer Support Groups in your coordinator area, connecting them with relevant services, activities and networks locally. You will manage CHSS Peer Volunteers responsible for clusters of Peer Support Groups in your geographic area.

We are looking for someone with drive and creativity to support the expansion of the Peer Support network in pursuance of our strategic aim to expand our Peer Support community from 3 thousand to 10 thousand members by 2028. You will work with Peer, Participation and Engagement colleagues to support the CHSS Participation and Involvement Framework by involving Peer Group members in our participation and engagement activity.

We are looking for someone with a positive attitude towards people with disabilities and long-term conditions; an understanding of the challenges faced by people with chest, heart, stroke and long covid conditions.

Applicants must have a car and a current valid driving licence (expenses are paid at mileage rate).

CHSS employees enjoy a variety of organisational benefits including: Company pension scheme, generous holiday allowance, company sick pay, employee welfare support and life assurance.

CHSS also supports flexible recruitment through Working Families and we are “Happy to Talk Flexible Working”.

In line with our commitment to safeguarding, this role is subject to a PVG check. CHSS is committed to equality of opportunity and to providing a service which is free from unfair and unlawful discrimination. We therefore aim to ensure that no applicant, volunteer or member of staff is unfairly treated on the grounds of offending background.

Every day people with chest, heart and stroke conditions are leaving hospital scared and alone. You can be part of our mission to make sure that there is no life half lived in Scotland.

By joining Chest Heart and Stroke Scotland (CHSS) as a Peer and Involvement Coordinator you can be the difference between people just surviving and really living.

You will be part of Scotland’s leading charity providing support to people with chest, heart and stroke conditions to live life to the full again. Our Community Healthcare Support services form a nationwide network of local support groups, nurses, volunteers and one-to-one support teams helping families adjust to life with a heart or lung condition or after a stroke.

We are looking for a Peer and Involvement Coordinator to join our amazing Peer, Participation and Engagement team. The Peer and Involvement Coordinators support and build positive relationships with and between our partnered Peer Support Groups. You will provide advice and guidance to the Peer Support Groups in your coordinator area, connecting them with relevant services, activities and networks locally. You will manage CHSS Peer Volunteers responsible for clusters of Peer Support Groups in your geographic area.

We are looking for someone with drive and creativity to support the expansion of the Peer Support network in pursuance of our strategic aim to expand our Peer Support community from 3 thousand to 10 thousand members by 2028. You will work with Peer, Participation and Engagement colleagues to support the CHSS Participation and Involvement Framework by involving Peer Group members in our participation and engagement activity.

We are looking for someone with a positive attitude towards people with disabilities and long-term conditions; an understanding of the challenges faced by people with chest, heart, stroke and long covid conditions.

Applicants must have a car and a current valid driving licence (expenses are paid at mileage rate).

CHSS also supports flexible recruitment through Working Families and we are “Happy to Talk Flexible Working”.

In line with our commitment to safeguarding, this role is subject to a PVG check. CHSS is committed to equality of opportunity and to providing a service which is free from unfair and unlawful discrimination. We therefore aim to ensure that no applicant, volunteer or member of staff is unfairly treated on the grounds of offending background.