About this role
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 12 months fixed term contract. 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 literateHave great attention to detailAre 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 confidenceTo adhere to established policies, procedures, and algorithms for promptly assessing the urgency of each situation and providing appropriate guidance to callersTo accurately document the relevant information and ensure appropriate and timely onward referral as appropriateTo ensure that calls are completed within KPIs while ensuring that clients receive the attention they needTo ensure clients are booked into suitable appointments for counselling, in line with client needsAssist 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 balanceSafeguarding, 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.
Job description Job responsibilities
A full job description and terms and conditions including salary information can be found on the right hand side of the page and is available for you to download and review.
Further Information:
We may close this advert early if we receive a high number of suitable applications, although we aim to keep it open long enough to ensure a diverse and representative applicant pool.
If you have any questions about the role or require adjustments to support your application, please get in touch, we are happy to help.
Location: Home Based
Some travel to BPAS locations around the UK will be required for the successful candidate in the first few months of employment for training and induction purposes. Visits to head office in Leamington Spa will be required occasionally during employment for meetings & training.
Salary: £24,484 to £29,912 per annum depending on experience. (Pro rata for part time) (£13.08 to £15.98 per hour)
We also offer a premium payment of time and a half for working on weekends
Hours: 24 hours per week flexible over Monday to Sunday between 7am - 10pm. A rota is given in advance.
Contract: 12 months fixed-term
Apply now Interested in making a difference? Apply today to join our team.
Values & eligibility All applicants must be pro choice and support a woman's right to choose, in line with BPAS values and mission. Applicants must have the legal right to work in the UK at the time of application. Unfortunately, we are unable to offer visa sponsorship for this role.
Application outcome If you do not hear from us within two weeks of the closing date, unfortunately you have not been shortlisted on this occasion.
References & pre-employment checks All offers of employment are conditional on satisfactory pre-employment checks. Applicants must provide three years of employment references, including reasons for leaving and details of any gaps in employment.
Person Specification
Qualifications Essential
English and Maths qualification either GCSE A to C or Functional Skills Level 2 or GCSE 4* or NVQ level 2
Experience Essential
Previous experience of telephone work Experience of providing administrative support
Desirable
Previous customer care or call centre environment experience
Knowledge and Skills Essential
Excellent communication skills, particularly listening skills Ability to calm stressful situations Computer literate with a reasonable level of keyboard skills
Desirable
Geography of UK Awareness of Womens issues
General Essential
Do you support a woman's right to choose abortion? Are you the family or friend of a current BPAS employee? If yes, please state the name and the nature of the relationship. Are you aware we are unable to offer visa sponsorship for this role? This vacancy is working remotely, part time for 24 hours per week. We require you to be flexible over Monday to Sunday between 07:00-22:00 (a rota is given in advance) - can you commit to this? Are you aware that this is a 12 months fixed-term contract?
Desirable
Please list any further information you wish to add in support of your application for this role.
Employer details Employer name British Pregnancy Advisory Service (BPAS)
Address Orion House
Athena Drive
Warwick
CV34 6RQ
United Kingdom
Employer's website https://www.bpas.org (Opens in a new tab)