Hotline Case Handler

Hotline Case Handler
Location: London / Hybrid

We are recruiting a Hotline Case Handler to join a confidential reporting team, playing a critical role in delivering a trusted and independent reporting service.
This externally facing role involves regular telephone engagement with reporters raising concerns, as well as with member organisation representatives coordinating responses. You will assess reports against strict acceptance criteria, conduct sensitive interviews, produce high-quality written reports, and act as the key liaison to ensure issues are appropriately addressed. Protecting the confidentiality of reporters is fundamental to the role.
Key responsibilities include:

• Processing confidential reports in line with defined procedures
• Conducting telephone interviews and handling sensitive conversations with professionalism and empathy
• Producing clear, accurate and concise written reports, including peer review of colleagues work
• Liaising with member organisations (often Health & Safety Managers and occasionally senior leaders) to secure timely, high-quality responses
• Managing difficult or emotional conversations constructively
• Researching technical and operational issues to support report processing
• Maintaining strict confidentiality and data integrity at all times

Essential experience:

• Graduate-level qualification in a relevant field (e.g. Psychology) or equivalent experience
• Experience handling telephone enquiries and office-based administrative work
• Strong listening skills, empathy and ability to remain neutral
• Clear, respectful communication and relationship-building skills
• Ability to work collaboratively, adapt to change and take accountability for outcomes