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Do you want to make a real difference in the lives of people with a visible difference?
We are currently recruiting a Support Line Lead to deliver a vital, accessible and flexible support line service for people with a visible difference, their loved ones and professionals. You will deliver the service yourself as well as coordinating input from colleagues and volunteers. The service is currently undergoing an exciting transformation programme which you will pick up and continue to drive apace, building capacity to support more, and a wider range of people in a flexible, efficient and person-centred way.
You will see through continued improvements and simplification of systems and processes and build an active and motivated community of volunteers who will be critical to delivering an enhanced support line service meeting a range of needs. You will also play a critical role in the success of our wider support and influencing work in the transformation team, and to the wider organisation.
Key information about the role
Job title: Support Line Lead
Hours: 35 per week (0.8 FTE considered)
Location: Home based with occasional travel for meetings/conferences (cost reimbursed)
Contract: Permanent
Salary: c.£33k to £35k (FTE) depending on experience
Benefits: 25 days annual leave, plus 8 bank holidays and three extra paid days over the Christmas shutdown on top of your annual leave entitlement (all pro rated if less than full-time). 6% Employer Pension Contribution. Personal Accident Cover. Employee Assistance Programme.
Pre-employment checks: References, right to work in the UK and Enhanced Disclosure and Barring Service (DBS) check
Closing date: Monday 24 August 2026 at 4:00pm
Due to the critical nature of the role to ensuring seamless support to people with a visible difference, we will be reviewing applications on a rolling basis and may close the vacancy early if a suitable candidate is found.
Main purpose
- Lead delivery of an impactful support line service which meets the needs of people affected by visible difference – supporting and informing them to help them feel more confident and more connected to people who understand. Currently, this role personally covers 18-24 hours per week of live cover on the support line including telephone, email, webform and text plus some help with moderation and support in our online forum.
- Develop an active and motivated community of volunteers helping to deliver an enhanced support line service
- Effectively liaise with health and care professionals on the support line (client referrals, queries and promotion of Changing Faces to clients eg with leaflets/posters/ signposting)
- Contribute to the wider success of our support and influencing work in the transformation team, and to the wider organisation
Who we are looking for
- Experience of delivering high-quality support through a helpline or similar.
- Compassionate, approachable, non-judgmental and committed to inclusive person-centred practice
- Outstanding communication and active listening; able to manage sensitive, complex or high-risk conversations calmly, humanely and professionally with appropriate boundaries
- Highly organised
- A team player: flexible and supportive
- Good understanding and experience of safeguarding, GDPR, data
- Understanding of the challenges faced by people with visible difference and the importance of person-centred, trauma-informed support
- Experience of working with volunteers who are supporting vulnerable people
- Experience of service development, improvement and planning
- Competent IT skills including Office and case management/CRM systems (we currently use Office, Salesforce and are switching to Call Handling)
- Able to work effectively remotely
- Courageous, Open, Supportive and Inclusive, committed to our vision and purpose and to keeping the voices of people with visible difference at the heart of all our work
We would love to hear from you. We believe that a diverse team strengthens our work and helps us better serve the visible difference community. We warmly welcome applicants who bring lived experience, alongside those from under represented groups.
We are committed to inclusive recruitment and will provide reasonable adjustments to support candidates throughout the process.
About Changing Faces
Changing Faces is the UK’s leading charity for everyone with a scar, mark or condition on their face or body. Over a million people in the UK have a condition, mark or scar that affects how they are seen. There is a lack of representation of visible difference in the world around us and stigma is rarely recognised as a significant social issue. Appearance-based stigma can devastate lives. Our vision is of a world where lives are not limited by appearance. We work to inspire confidence through community and change the way people see visible difference, so that more people with a visible difference feel confident and connected, and their lives are not limited by stigma.
How to apply
Submit your CV and a supporting statement (no more than 2 pages) outlining how your skills and experience match the person specification.
Email your application to [email protected] with Support Line Lead in the subject line.
This role is subject to an enhanced DBS check, with adult’s and children’s barred lists.
Please download the following documents for further information:
We look forward to receiving your application.
**No Agencies Please**