Support Line Adviser/Welfare Rights – Macmillan Support Line

Support Line Adviser/Welfare Rights – Macmillan Support Line 
Permanent
Full time (34.5 hours) -on a shift rotation - Monday – Friday, 8am - 6:15pm
Location - Home-based 
Salary - £29000 - £32000

About us

At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

It’s an exciting time to join us as we launch our new five-year strategy and work towards delivering our vision to do whatever it takes to get every person the best support today and spark a revolution in cancer care for the future.

About the Role

In this rewarding role, right at the heart of our Macmillan Support line, you’ll work within our busy, multi-channel Contact Centre, supporting people affected by cancer by maximising their income and helping them navigate financial uncertainty. Our Welfare Rights Team receives around 1,200 contacts per week, and you’ll respond across phone, webchat and email in a fast-paced, emotionally sensitive environment.

Due to the nature of some of the contacts we receive, the role can be challenging at times, so resilience is key. However, it’s extremely fulfilling, to be able to support people who are going through such difficult times. We have an excellent Wellbeing offer and a range of support is always available.

You will:

· Provide clear, accurate benefits advice to customers at pace

· Signpost people to access advice in related areas including debt, energy, housing and employment rights

· Identify and process Macmillan Grant applications

· Deliver high-quality guidance while maintaining empathy, professionalism and resilience · Work towards performance goals to help us reach everyone who needs our support while ensuring the level of support we provide is within our Quality Guidelines and in compliance with Advice Quality Standard

About You

We are looking for individuals with previous experience working in fast-paced environments, like contact centres or retail stores for example, ideally within a customer-facing setting.

This experience will mean you will be used to your time being scheduled for you and being expected to deliver on defined Key Performance and Productivity Indicators, such as, contact handling times and quality of service delivered.

You will bring:

• Proven ability to handle high volumes of contacts sensitively and professionally
• Strong listening, communication and interpersonal skills
•  Skills in using Customer Experience Management Systems and other online tools and applications that support in delivering advice
• ·Emotional intelligence and resilience when supporting people facing challenging circumstances
• ·A flexible, solutions-focused approach to work
• ·Your previous knowledge of the UK benefits systems.
• Direct Welfare Rights experience would be beneficial, but is not essential.
• Training will be provided, along with appropriate levels of support during your induction and on-boarding phases.
• On-the-job research and learning will also form part of increasing your knowledge & skills · Ability to adapt to change as our service and organisation continues to grow and evolve

In Return we offer:

• A full and comprehensive induction and ongoing development opportunities
• Life assurance and pension
• Generous annual leave
• Interest-free season ticket loans
• Gym membership
• A wide range of retail discounts

Working Hours

You will work an average of 34.5 hours per week on a shift rotation. The service operates Monday – Friday, 8am-6:15pm, excluding public holidays.

Recruitment Process 

• Application deadline: Sunday 18th January 2026 at 23:59 (We may close the vacancy early depending on application volume.)
• Shortlisted applicants will attend a virtual group assessment centre, followed by completing a benefit knowledge test w/c 9th February (MS Teams).
• Final virtual interviews take place w/c 16th February (MS Teams).
• Expected start date: Monday 23rd March 2026 All offers are subject to a criminal records disclosure check or equivalent.

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed. 

We are an organisation that is committed to setting candidates up for success, so we can support you to be at your best during the application or selection process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice, or a conversation on reasonable adjustments.  

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.