This job has expired

Head of Advice and Guidance Helpline

National Deaf Children’s Society (NDCS)
United Kingdom
£41,183 – £48,046 per annum (London office based) £37,888 – £44,752 per annum (other locations)
Closing date
16 Aug 2021

View more

You need to sign in or create an account to save a job.

Job Details

Head of Advice and Guidance Helpline


London, Birmingham, Belfast, or Glasgow office or home based (UK)


£41,183 – £48,046 per annum (London office based)

£37,888 – £44,752 per annum (other locations)

35 hours per week

Maternity cover – 8 months


The National Deaf Children’s Society is the leading charity dedicated to creating a world without barriers for deaf children and young people.

We are looking for an experienced service manager to lead our Helpline team and ensure delivery of high-quality multi-channel Helpline services and oversee our on-line community forum to our beneficiaries across the UK.

The successful candidate will lead the Helpline team providing effective support, management, supervision, and development to ensure organisational and departmental objectives are met.

They will ensure high-quality information, advice and guidance is available via the Helpline and safe moderation of the on-line community and work with other Advice and Guidance staff and wider staff teams.

They will join our thriving Advice and Guidance Department which comprises of a Helpline, Advice and Guidance Officers, Welfare Benefits service and an Education Appeals team. The teams provide information, advice and guidance for deaf children, young people, families, carers and professionals, taking a child centred approach, on a range of subjects including education, communication, social care, discrimination, independence and welfare benefits.

You will have proven experience of leading a service team delivering information, advice and guidance via multiple channels within the third or public sector, or equivalent.

You will have excellent communication and influencing skills, experience of staff, operational and budget management, quality monitoring and reporting.

The successful candidate will receive a full induction and training, including deaf awareness and British Sign Language (BSL) along with continuous learning and development opportunities.

To apply for this role, you will have to complete an online application and specify how you meet the person specification criteria, as outlined in the job description. To do this, we suggest that you download the job description from our website prior to starting your application.

Currently, the application process works best on desktop / laptop devices.

The closing date for applications is on Monday, 16 August 2021 at 23:59.

We expect interviews to be held remotely on Wednesday, 25 August 2021.

A disclosure check will be sought in relation to the successful applicant for this post. This will be shared with Human Resources and may also be shared with the Safeguarding Manager and the relevant management team. All applicants must also complete a self-disclosure form.

We strive to provide an accessible recruitment process. If a disability or long term condition makes it difficult for you to complete our application form, please contact us to discuss alternative formats. If you require reasonable adjustments for taking part in the interview, please indicate this in response to the corresponding question in the application form.

Additional information about the support we offer is on our jobs page.

We are a Disability Confident Employer and committed to offering interviews to candidates who request to be considered under the disability confident scheme and meet the minimum requirements of the person specification.

The National Deaf Children’s Society is committed to safeguarding the welfare of children and young adults and expects staff and volunteers to share that commitment.

We are also committed to promoting work-life balance amongst our staff.

Other organisations may call this role Helpline Operations Manager, Helpline Operations Lead, Senior Helpline Manager, Advice & Guidance Operations Manager.

So, if you are seeking your next challenge as a Head of Advice and Guidance Helpline, please apply via the button shown. This job is being posted by Webrecruit on behalf of National Deaf Children's Society. The services advertised by Webrecruit are those of an Employment Agency.


The National Deaf Children’s Society (NDCS) is a charity which represents the interests of, and campaigns for, deaf children and young people. Formed in 1944, the charity has more than 230 employees and offices in London, Birmingham, Belfast, Cardiff and Glasgow. It also has an international development wing, Deaf Child Worldwide.

The NDCS retains its original role as a parents’ organisation dedicated to the needs of deaf children, of whom there are 45,000 living in the UK. The charity provides a multi-faceted service supporting families with deaf children from birth until the age of 25. It offers free membership to all parents and carers of deaf children.

Research suggests that more than 77% of school-aged deaf children in the UK attend mainstream schools where there is no specialist provision. Without the right support, NDCS says, deaf children and young people are vulnerable to isolation, abuse, bullying, poor self-esteem and low levels of achievement. However, deafness is not a learning disability and there is no reason why the majority of deaf children should achieve any less than hearing children.

NCDS’ services take many forms. It offers a wealth of online information and downloadable factsheets, booklets and DVDs on subjects such as financial support, education and technology. There is a helpline offering advice and support for deaf children and their families on topics ranging from benefits and social care to communication and discrimination. The Helpline also provides advice and information for professionals working with deaf children.

NDCS hosts a web forum for families and runs a programme of weekend events for when children have just been diagnosed or are about to start primary or secondary school. The charity also puts on free events for deaf children and young people aged 8 to 16 and runs a website, called The Buzz, for children and teenagers.

NDCS also enables beneficiaries to borrow technology and products, running a Technology Test Drive service for parents and children to try out products at home and school.

NDCS’s international wing, Deaf Child Worldwide, is an international development agency dedicated to enabling deaf children to overcome poverty and isolation. It operates in South Asia, East Africa and Latin America.

Employee benefits for staff working at NDCS include 25 days’ annual leave, financial support for employees taking external studies, family friendly policies and a relaxed dress code.


Find Us
020 7490 8656
Ground Floor South,
Castle House,
United Kingdom
You need to sign in or create an account to save a job.

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert