Helpline, Information and Early Interventions Support Officer

ERIC, the Children's Bowel and Bladder Charity
£18,000 to £20,287 pro-rata depending on experience
Contract Type: 
Part Time
16 hours per week, to be worked over 3 or 4 days - Monday to Thursday.
Details of Role: 

ERIC, the children’s bowel and bladder charity, is the only UK charity dedicated to improving the lives of children and young people with continence problems (daytime wetting, night-time wetting, constipation, soiling and toilet training).

Childhood continence problems are more common than people realise: 1 in 12 children suffer with one and the emotional impact on their lives can be considerable.  For many of the children and families who struggle to cope with these distressing conditions, ERIC is the only place they can come to for support, understanding and the information they need. Last year we directly supported over 260,000 children and families and health professionals and indirectly helped many more.  We also work hard to improve services for children with continence needs in health and education settings, and to drive up standards of training through our acclaimed seminars for professionals. 

This is an exciting time for ERIC as we take forward our new strategic plan for 2017-20.  One of our key priorities is promoting healthy bladders and bowels in early years and supporting toilet training and we are now looking to recruit someone to help us deliver this important service to parents and families.  

If you would like to make a huge difference to the lives of thousands of children across the UK and you are well organized, a great communicator with an empathetic and approachable style, we would love to hear from you.


Based at our Kingswood office you will work as a part of a small team providing information, advice and support to children, parents, carers and professionals by telephone on the ERIC confidential helpline, via email and giving talks to small groups of parents.   You will also be responsible for organising parent workshops as well as providing general admin to the Helpline Team and colleagues in other parts of the organisation. 


1.                    Information and Helpline

a)       Respond to Information and Helpline enquiries in a friendly and professional way, within the timescales and service standards set by ERIC and the Helplines Partnership.  Enquiries will be received via the telephone helpline, website, message boards, social media, email, letter and occasionally face to face. 

b)      To recognise and pass on more complex and clinical queries to the ERIC Nurse and other members of the ERIC team as appropriate

Add information to Salesforce, our customer relationship management system to be used for monitoring the quality of the helpline service and run management information reports as requested

2.             Outreach with Parents and Families

a)       Visit local groups and schools to provide information and support to parents and parent/carer networks

b)      Develop the ‘parents panel’ of helpline users by communicating with them regularly, consulting with them on Helpline developments and work to continually increase the number of parents involved.  

c)       With colleagues, represent ERIC at exhibitions and conferences 

3.        Promote and Organise Parent Workshops

a)       Support communications manager by promoting Parents workshops through social media

b)      Deal with enquiries from parents and carers with the aim of converting to bookings

c)       Plan and organise workshops including liaising with exhibitors, booking the venue and ensuring everything goes smoothly on the day

d)      After the event carry out post course evaluation 

4.       Administration and Team Support

a)       With other Helpline team members use social media to post relevant content which will engage with users and grow our active online community.

b)      Attend and contribute to team meetings

c)       Provide regular administration support to the Helpline team

d)      Administration and general duties as requested by line manager



Closing Date: 
Friday, 19 January, 2018 - 23:45
How to Apply: 

Send CV, Equal Opportunities Monitoring form and covering letter, stating clearly how your skills, experience and attributes relate to the role to

Contact Person: 
For further information contact Sharron Gibson
Contact Email:
Contact Phone: 
0117 9603060
Postal Address: 
36 Old School House Britannia Road Kingswood Bristol BS15 8DB