Helpline Advisor

Job Introduction

Job Title: Helpline Advisor

Contract: Permanent

Hours: 35

Location: London with hybrid working

We ask colleagues to spend at least one day a week in the office, with more time in person when this supports effective collaboration or the needs of the Charity.

Salary: £30,804 - £34,227

Closing Date: 7 October 2026

Interview Date: 20 October 2026

About the Charity

We are Diabetes UK and our mission is to tackle diabetes, day in and day out, until it can do no harm. With more people than ever living with diabetes and millions more at risk of developing Type 2, our work has never been more needed.  

But there’s so much more to do – and you can be part of it.

Summary of role

We have an exciting opportunity for a Helpline Advisor to join our Helpline and provide high-quality health information and emotional support to people living with or affected by diabetes.

You will play a key role in supporting people impacted by diabetes by communicating clearly on the phone and through our written platforms to a diverse range of audiences. Diabetes doesn’t just impact you physically but emotionally too, so a key aspect to this role will be you ability to handle distressed callers empathically while also following our safeguarding policies.

In order to provide people impacted by diabetes with the up to date information you will proactively update your knowledge of diabetes and key issues by reading relevant information updates. You will also be confident and competent in using IT and CRM programmes in order to follow recording processes in a timely manner. You will be able to show resilience and manage the everyday pressures which can occur during a live service and prioritise your workload to deliver a high quality service while also meeting service level agreements.

You can find full details in the job description. 

Benefits

We offer a range of benefits, including a health cash plan, early finish Fridays and access to a strong learning and development offer. You can find full details attached below. 

Our commitment to Equity, Diversity, and Inclusion

Diabetes UK is committed to equity, diversity and inclusion and welcomes applications from people of all backgrounds. We particularly encourage applications from people from global majority backgrounds and disabled people, who are currently underrepresented at Diabetes UK. 

As a Disability Confident Committed employer, we guarantee an interview to disabled candidates, who meet the minimum criteria and disclose this in their application. 

Employment Checks 

Offers of employment are subject to evidence of eligibility to work in the UK and satisfactory references. Where relevant, a criminal background check will also be required. 

How to apply  

To apply please click on the apply button. If you have any questions, please contact recruitment@diabetes.org.uk 

Diabetes UK