Helpline Advisor – Fixed‑Term (Hybrid)

About the role

We are seeking a compassionate Helpline Advisor to join The Macular Society’s dedicated helpline team on a six‑month fixed‑term basis. Working hybrid from our Andover office (1–2 days a week on site), you will provide calm, accurate information and emotional support to people affected by macular disease.

Key responsibilities

• Answer telephone, email and online forum enquiries from service users.
• Deliver clear, accurate, and empathetic responses about diagnosis, treatment options and daily living with sight loss.
• Refer callers to appropriate Society services such as peer‑support groups, befriending and counselling.
• Record all interactions in the Society’s database, ensuring data quality and confidentiality.
• Stay up‑to‑date with the latest research and treatment developments for macular conditions.

Required profile

• Previous experience on a helpline or in a role providing information and advice to patients or the public.
• Good understanding of macular disease, its impact and current treatment pathways.
• Ability to learn complex information quickly and work independently while contributing to a supportive team.
• Excellent communication, empathy and emotional resilience when dealing with distressed callers.

Required skills

What we offer

• Hybrid working with flexibility to work from home.
• 27 days of annual leave plus public holidays.
• Opportunity to make a meaningful contribution to beating macular disease.