As a Support Adviser, you’ll play a vital role for people affected by motor neurone disease (MND) by offering clear information, guidance and emotional support to individuals and families. Helping them to feel informed, reassured and better equipped to manage the impact of MND. You will communicate with empathy, confidence and purpose.

Every day is different. You could help someone understand a new diagnosis, offer guidance about voice banking or genetic testing, connect a caller to financial support or local services. No two calls are the same, but each one makes a genuine impact.

Working as a Support Adviser on a 12-month Fixed Term Contract, you’ll be part of a focused team helping individuals understand their options and access the right services at the right time. You’ll contribute to a service trusted for its compassion and reliability.

Hybrid Working and Flexibility: Requirement to attend the Northampton office 3 days per week.

The official job title for this role is: MND Connect Adviser

Key Responsibilities

Respond to helpline calls, emails and forum posts with sensitivity and accuracy
Actively listen to understand a diverse range of calls and offer tailored information
Signpost to MND Association services and external agencies
Support complex and sensitive enquiries, liaising with health and social care professionals
Maintain accurate records and complete administrative tasks
Monitor service standards and contribute to ongoing quality improvements
Identify risk or safeguarding concerns and take appropriate action
Uphold confidentiality and follow policies that protect people and data
Work with the Helpline Manager and wider team to ensure effective service delivery

About You

Experience in an information‑giving role, ideally including helpline work
Strong active listening skills, with empathy and clarity in communication
Ability to explain complex or sensitive issues with care and precision
Resilience to support individuals experiencing emotional distress
Experience providing information and support in writing, including email and webchat
Experience with contact centre or CRM systems
Skilled in Microsoft Office, including Outlook and Excel
Understanding of data protection and safeguarding procedures
Able to work independently while contributing to team goals

Further information about MND Association and full job description is available in the attached Candidate Pack.

We are committed to equality, diversity, and inclusivity. We work to remove barriers for everyone affected by MND, employees, volunteers, and stakeholders.

As part of the Disability Confident Scheme, we guarantee interviews for disabled applicants who meet the role's requirements.

What We Offer

28 days holiday, increasing to 33 days after 5 years, plus Bank Holidays
Access to UK Healthcare, including dental, eyecare, health screenings, and therapies
24/7 GP access via phone and video
Life assurance and confidential counselling helplines
Salary sacrifice schemes (Cycle to Work, Buy/Sell Annual Leave)
Access to Benefit Hub for discounts on everyday shopping
Enhanced pension scheme
Opportunities for training and personal development
Hybrid working

About Us

Motor Neurone Disease moves fast. It takes away time, it takes away independence and it has no cure. Every day we support people affected by MND. We fund ground-breaking research. We campaign for better care. We’re here for everyone who needs us. Because with MND, every day matters.