Communications and Helpline Assistant

British Dyslexia Association

Hours
35 hours per week

About the Organisation

British Dyslexia Association (BDA) is a charity that represents the voice of people living with dyslexia. We aim to influence government and other institutions to promote a dyslexia friendly society that enables dyslexic people of all ages to reach their full potential. 

About the role

We’re looking for an enthusiastic, ambitious, and organised individual to join our team. In this role, your focus will be on helping our Communications and Helpline team deliver their vital services. This is an excellent opportunity to work at the heart of a charity that is committed to creating a dyslexia-inclusive society.

You will play a key role in supporting our mission by ensuring individuals and families receive timely, accurate information through both direct support and clear, engaging digital communications. They will help deliver a responsive and compassionate helpline service while also boosting the charity’s online presence through content creation, social media engagement, and website updates. This role strengthens our visibility, accessibility, and impact.

Responsibilities

Helpline:

• Provide a supportive environment for helpline volunteers, ensuring they understand their roles and have access to necessary resources.
• Maintain volunteer rotas, ensuring proper coverage of the helpline.
• Develop and maintain helpline resources and ensure volunteers are equipped with up-to-date information and materials.
• Monitor call volumes and trends to support service improvements.
• Handle sensitive issues with discretion, adhering to confidentiality and safeguarding policies.

Communications:

• Support the delivery of communications across digital, print, and social media channels.
• Create, schedule, and publish engaging content across our social media platforms (e.g., X, Instagram, LinkedIn).
• Assist with updating and maintaining our website, ensuring content is current, accessible, and user-friendly.
• Support the delivery of email marketing campaigns, including drafting content and monitoring performance metrics.
• Monitor social media channels and website analytics, producing regular reports on engagement and reach.
• Assist with creating and managing content calendars for social media and email communications.
• Assist in drafting press releases, blog posts, and supporter communications.
• Assist with the coordination and promotion of campaigns, events, and fundraising activities.
• Maintain communications databases and ensure GDPR compliance.

Skills, Competencies & Experience

Essential:

• Strong written and verbal communication skills, with the ability to tailor content for different audiences and platforms.
• Confident and empathetic when supporting people via phone, email, and online, with excellent listening skills.
• Experience using social media platforms (Instagram, X, LinkedIn) for organisational and campaign purposes.
• Good organisational skills, with the ability to manage multiple tasks and meet deadlines.
• Basic understanding of website content management systems (Craft, WordPress, or similar).
• Friendly and approachable, with a positive attitude; works well in a team and takes initiative to solve problems and improve processes.
• A proactive and flexible attitude, with the ability to work both independently and as part of a team.
• Strong attention to detail, particularly when inputting information or creating digital content.
• Commitment to the values and aims of the charity, particularly around inclusion, accessibility, and supporting those in need.

Desirable:

• Experience working in a helpline, customer service, and support-focused role.
• Familiarity with email marketing tools (Mailchimp) and basic design tools (Canva).
• Knowledge of accessibility best practices in digital communications.
• Awareness of the key issues affecting people with dyslexia.

Working locations

• Hybrid model, working in the Bracknell office and remotely
• Occasional travel is also required to attend team days, twice a year.

How to apply

• Equality and Diversity monitoring form
• Please email your CV and a covering letter outlining your suitability for the role to: [email protected]

Policies

At the BDA, we celebrate diversity and are committed to fostering an inclusive environment where everyone—whether a colleague, volunteer, supporter, or beneficiary—feels valued and empowered. We welcome applications from all backgrounds and strive to ensure our team reflects the communities we serve.

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