Helpline Consultant

Headway - the brain injury association

Hours
21 hours per week

About the Organisation

Headway UK plays a pivotal role in supporting individuals and families affected by brain injuries. Our comprehensive services encompass rehabilitation, counselling, and practical assistance to help survivors regain independence and improve their quality of life. Headway UK is at the forefront of raising awareness about the challenges faced by those with brain injuries and advocates for their rights, ensuring they receive the care and understanding they deserve.

Through a combination of educational initiatives, community outreach, and personalized support, Headway UK strives to rebuild lives, offering a lifeline to those navigating the complexities of brain injury recovery. Embark on a fulfilling career with Headway UK, join our compassionate team and contribute to our mission of rebuilding lives after brain injury. Make a meaningful impact with Headway UK, where every role plays a crucial part in empowering those on the path to recovery.

About the role

As a Helpline Consultant, you will provide specialist information, guidance and emotional support to brain injury survivors, their families and carers throughout the brain injury journey, from hospital admission and rehabilitation through to adjusting to the wide-ranging and often lifelong effects of brain injury.

You will also respond to enquiries from professionals and Headway charities and branches, providing accurate information and signposting people to relevant Headway services and appropriate external sources of support. Working as part of the Helpline team, you will use your knowledge, judgement and research skills to respond to complex enquiries with empathy, clarity and professionalism.

You will work with colleagues across Headway UK to share knowledge, improve services and raise awareness of the Helpline and the wider support available to people affected by brain injury. The Services Directorate leads Headway UK's direct support for people affected by acquired brain injury (ABI) and their families across the UK.

The team delivers national services providing information, practical support and opportunities for connection throughout a person's brain injury journey. These include the nurse-led Helpline, Emergency Fund, training, peer support, Justice Programme, Brain Injury Identity Card scheme and Approved Provider Scheme. The Network Support Team works closely with affiliated Headway charities and volunteer-led branches across the UK.

Responsibilities

Key Areas of Accountability:

• Provide an empathetic, professional and accurate response to Helpline enquiries received by telephone, web enquiry and email.
• Assess each enquiry and provide tailored information, guidance and signposting to Headway services and appropriate external support.
• Use professional knowledge, team expertise and further research to respond to complex enquiries.
• Maintain accurate, clear and timely records on the Salesforce CRM system.
• Follow safeguarding policies and procedures, including recording concerns, making referrals and liaising with external organisations where required.
• Maintain confidentiality and handle personal and sensitive information in line with data protection requirements.
• Work towards agreed service standards and contribute to increasing enquiries managed without compromising quality or care.
• Support work to raise the Helpline profile, including attending relevant events and conferences when requested.
• Keep up to date with brain injury research, developments, services and sources of support.
• Share knowledge and support colleagues to find solutions to complex enquiries.
• Build a good understanding of Headway UK services and the support available through local Headway charities and branches.
• Participate in team meetings, reflective practice, training and learning opportunities.

Corporate Responsibilities:

• Safeguarding: Safeguarding is at the heart of what we do, and every member of staff has a duty to ensure that they understand and follow safeguarding procedures to promote the welfare of our staff and service users.
• H&S: We are an employer who is committed to Health and Safety, and you will have a role to play in ensuring that we continue to embed a health and safety culture.
• GDPR: You will help ensure that we remain fully compliant with our obligations in respect of data.
• Equal Opportunities is a key value of Headway UK. Every member of staff has a personal responsibility to ensure that they behave in an inclusive way and contribute to our diversity goals.
• You are an Ambassador for Headway UK: We want all our staff, regardless of role, to be our Ambassadors, representing the charity and promoting the work we do.

Skills, Competencies, Experience & Attributes

Experience & Knowledge:

• Experience of providing information, guidance or support to people with health, disability, social care or other complex needs.
• Knowledge and understanding of acquired brain injury and its effects on individuals and families.
• Experience of responding to people who may be distressed, anxious or facing difficult circumstances.
• Experience of handling complex enquiries and identifying suitable information and support.
• Experience of maintaining accurate records using a CRM or similar database.
• Experience of working on a helpline, advice service or telephone-based support service.

Skills & Abilities:

• A sensitive, calm and empathetic communication style.
• Excellent verbal and written communication skills, including explaining complex information clearly and accessibly.
• Sound judgement and the ability to assess needs, manage risk and respond to safeguarding concerns.
• Ability to manage a varied workload, prioritise and maintain quality under pressure.
• Ability to work independently and as part of a supportive team.
• Good IT and administration skills, including
• Microsoft Office and the ability to learn Salesforce.

Other:

• Demonstrate a clear understanding of safeguarding (adults at risk)
• Demonstrate a clear understanding of equality of opportunity and diversity issues
• Demonstrate a clear understanding of GDPR and the impact that it has on the role day to day, including confidentiality and sensitive information.
• Demonstrate a clear understanding of health and safety.
• Appropriate workstation and set up to facilitate you working from home
• Strong commitment to improving the lives of people affected by brain injury and to Headway UK values

Compensation & Benefits

• 25 days annual leave, increasing incrementally to 30 days with service (pro rata for part-time roles), plus Bank Holidays, one day birthday leave and an additional three days for Christmas closure.
• Access to shopping, lifestyle benefits, and discounts through IMHR Plus Privilege membership
• Competitive salaries
• Pension: You will be automatically enrolled into the People’s Pension, with Headway contributing between 3–6% depending on your contributions
• Occupational Sick Pay Scheme, increasing with length of service
• Death in Service Benefit, providing peace of mind for your loved ones
• Flexible working arrangements promoting wellbeing and work-life balance
• 24/7 Employee Assistance Programme, including access to counselling services
• Eye test vouchers
• Mental Health First Aiders

Working locations

• Home-based

How to apply

• To apply online
• Alternatively, download a printable application form and equal opportunities monitoring form. 
• For further details, please contact Alex Power on 0115 924 0800 or [email protected]

Interviews

• Interviews w/c 23rd November 2026

Policies

At Headway UK, we are committed to the safeguarding and welfare of vulnerable adults. We expect all our staff and volunteers to share this commitment. We follow best practice as set out within the Care Act 2014. All successful applicants will be subject to safer recruiting procedures and will be required to complete mandatory pre-employment checks, including a DBS check and two satisfactory references. We recognise, value and champion diversity and inclusion.

We want to ensure our staff population reflects the diverse service users that we support. For us, diversity and inclusion are about building happy teams, full of people who want to learn and be inspired by each other, by our different experiences and backgrounds. Inclusion means providing the people we recruit with opportunities and valuing everyone’s contributions and perspectives. We are also committed to removing barriers for applicants with disabilities during our recruitment process, upon appointment, and as an employee.

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