Service Head – Helplines (Childline)

Job Description

At the NSPCC, we believe every childhood is worth fighting for. With over 100 years of experience, and the collective strength of our staff, volunteers, supporters, and partners, we’re working to end child abuse and neglect for good.

Our teams in Services are our frontline and the heart of our mission to end child abuse. We work directly with children, families, and communities by preventing child abuse and neglect, keeping children safe, and supporting communities to build positive environments for children and young people.

Whether it’s offering expert guidance, delivering life-changing interventions, or empowering communities to create safe, nurturing environments, our Services teams are united by one powerful goal: to keep children safe and help them thrive.

Join us as a Childline Service Head to play your part in delivering our services and do something amazing for children across the UK and Channel Islands. You must be within a commutable distance to one of our Childline bases.

As Service Head you will be part of a senior management team responsible for the day to day delivery of a safe and effective Childline service for children and young people. As a member of the leadership team you will also be responsible for the development of the service to ensure it remains relevant to the needs and demand from young people.

You will have the ability to provide effective management of staff including coaching where needed and ensuring that a quality response is given to every child or young person who contacts Childline.

Do you have proven ability and evidential experience in engaging with a range of stakeholders including young people and partner organisations? Do you have a comprehensive knowledge of child protection systems, best practice, research and legislation? Do you have the ability to make child protection risk assessments? Then this role could be for you.

Childline operates 24/7 across a range of geographically dispersed locations, you must be able to work flexibility, frequent travel across the UK is required.

Why join the NSPCC?

Any one of our people will tell you that a huge reward in itself is making a difference to children’s lives. But we know it’s a competitive world, and it’s important to feel valued in your role and receive more practical, tangible benefits. We offer salaries that are at least comparable with the top charities in the UK, as well as these benefits.

• Generous annual leave – 29 days per annum plus bank holidays for full-time employees (pro-rata for part-time). 32 days per annum after five years’ continuous service.
• Employee discounts – Our discounts portal gives you online access to over 3,000 discounts and offers.
• The Employee Assistance Programme (EAP) – an independent, free, personal support service. It can provide information, support and advice to support your health and wellbeing.
• Pension – building up a good pension is something we want to help you achieve with our flexible, tax-efficient pension schemes.
• Life assurance scheme – All employees will be given life assurance of one times their salary, unless they join the NSPCC Group Personal Pension Scheme, where members are given life assurance of five times their salary.

Join us and make a difference. You’ll grow, be challenged, and help change millions of young lives for the better.

Ready to apply?

If this is the role for you, please click the button ‘apply’ to start your journey. You can find more information on all recruitment stages on the Career page.

Still have questions about the role?

For more information please email