Aftercare Call Handler - 24 hours - 12 months FTC

Job summary

*Please note that this is a 12-months Fixed Term Contract

Are you passionate about providing compassionate support to individuals in need?

Are you ready to make a difference by being the first point of contact for those seeking help and guidance?

BPAS are looking for an Aftercare Call Handler to join the Aftercare team on a permanent basis. In this role you'll be the first point of contact for clients reaching out to our Aftercare Helpline.

Working remotely from home, you'll handle calls with empathy and professionalism, ensuring timely referral to appropriate services, including our clinical team and emergency services when needed.

This role is for 24 hours per week. Flexibility is required as you'll work across shifts in a service that operates 24/7, including evenings and weekends. More information regarding shift patterns and salary can be found below.

About you:

The successful candidate will have excellent communication skills, and the ability to stay calm under pressure. You'll have previous experience in telephone work and providing administration support, with a keen awareness of women's issues and UK geography. You must be non-judgmental and possess the capacity to handle stressful situations with empathy.

We are also looking for candidates who:

• Are computer literate
• Have great attention to detail
• Are confident when dealing with a wide range of queries

Main duties of the job

• To receive contact from clients/others to the 24/7, 365 days a year Aftercare Helpline, providing a client-centred service which promotes confidence
• To adhere to established policies, procedures, and algorithms for promptly assessing the urgency of each situation and providing appropriate guidance to callers
• To accurately document the relevant information and ensure appropriate and timely onward referral as appropriate
• To ensure that calls are completed within KPIs while ensuring that clients receive the attention they need
• To ensure clients are booked into suitable appointments for counselling, in line with client needs
• Assist the Aftercare Team with admin support as required, including collating data for reporting, assisting nurses and midwives to book appointments and liase with clinics

About us

The British Pregnancy Advisory Service (BPAS) is the UK's largest independent reproductive healthcare charity, providing evidence-based, not-for-profit reproductive healthcare. We work mainly on behalf of the NHS, offering abortion care, contraception, and STI testing and treatment across the country.

When you join BPAS, you become part of a values-driven organisation where compassion, professionalism, and choice guide everything we do. You will help remove barriers to safe reproductive care while supporting people to make informed choices about their health and futures.

Working with us - benefits include:

• 34 days annual leave (including bank holidays)
• Life assurance at 3 salary
• Defined contribution pension scheme
• Access to GP 24/7, 365 days a year
• MyMindPal mental fitness app and 24/7 counselling support
• Online discounts, discounted gym membership, and other lifestyle benefits
• Family-friendly policies to support work-life balance

Safeguarding, Equality & Diversity

BPAS is committed to safeguarding and promoting the welfare of everyone who uses our services, and all staff share this responsibility. Recruitment follows safer-recruitment principles and includes appropriate pre-employment checks.

We actively welcome applications from people of all backgrounds, identities, and experiences. We are proud to be an inclusive employer and will make reasonable adjustments to ensure a fair and accessible recruitment process for all candidates.