About us
Join our team

Contact Centre Advisor

Westbank Community Health and Care is a well-established charity based in Exminster, dedicated to improving the health and wellbeing of people across Devon and beyond. Through our Devon Carers service, one of the largest and most successful in the UK, we provide vital information and support to over 35,000 unpaid carers across Devon.

We are looking for Helpline Support Workers to be the first point of contact for unpaid carers, professionals, and the public reaching out to Devon Carers via telephone, email or webchat. This is a varied and rewarding role where no two days are the same.

What you will do

Act as the first point of contact for enquiries to Devon Carers.
Provide a friendly, professional and empathetic response to unpaid carers – including those in distress.
Actively listen, use effective questioning, and provide impartial information and signposting.
Make timely onward referrals and maintain accurate records.
Work collaboratively with your team and engage in ongoing training and development.

The role is predominantly Monday to Friday, but we do expect our Helpline Support Workers to work one Saturday shift in every six week cycle. Saturday shifts are generally, 09:00am to 13:00pm

Full details can be found in the Job Description.

What we are looking for

Recent experience in customer service
Excellent communication and interpersonal skills with an empathetic approach.
Strong IT skills with confidence using multiple systems simultaneously – this is a computer-based role.
Ability to work effectively in a fast-paced and emotionally demanding environment.
A Level 3 Information & Advice qualification – or willingness to work towards one (desirable).
Knowledge of health and social care services (desirable).
Personal experience of being an unpaid carer or working with carers (desirable).
Experience of supporting people with complex needs.

The rewards

As well as a competitive salary and employee rewards package, there are exciting opportunities for progression and development during your employment.

In this role, you’ll speak with people every day, helping them access support and genuinely making a difference in their lives.

In addition, we offer:

A generous annual leave allowance of 25 days, plus bank holidays
Two pro-rata wellbeing days in a 12-month rolling period as well as free access to a wellbeing app
Company sick pay following successful completion of your probationary period
Free on-site parking
Access to a fully equipped, on-site gym
Cycle to Work scheme
A comprehensive staff benefits package including exclusive staff discounts for leisure, travel, entertainment and more
Access to a 24/7 confidential staff advice line covering debt, bereavement, tax, family care, etc.
A friendly, values-driven workplace where you’ll be part of a mission-led team making a real difference

TO APPLY:

Please send a CV and covering letter about why you are applying for this job with reference to the person specification in the job advert, explaining any gaps in employment and including answers to the questions below and e-mail it to vacancies@westbank.org.uk

Please include examples to illustrate the following:

What is your understanding of an unpaid carer and the issues affecting this group?

What are Westbank’s core values and how can you demonstrate your ability to work within these?

Please note that without this covering letter, we will be unable to consider your application for shortlist.

Application deadline: Friday, 15th of May 2026

Interviews: w/c 25th of May

We value inclusion and diversity and welcome applications from all who meet the criteria.

Westbank is committed to safeguarding children, young people and vulnerable adults; this post requires an Enhanced DBS check and is exempt from the Rehabilitation of Offenders Act. It is an offence for barred individuals to apply.

Latest

Parish Council grant provides new home for Westbank’s Community Larder in Exminster
Exminster’s Community Larder, provided by Westbank Community Health and Care, has a new weatherproof home thanks to a £200 grant from Exminster Parish Council. The money has enabled Westbank to purchase a waterproof unit to house a Community Larder that’s open 24/7 next to Exminster Methodist Church.
April '26
Bridget's Story
Read Bridget's personal story here, an inspiring journey of volunteering, helping communities and supporting others through personal experience and kindness.
Leeanna's Story
Read Leeanna's personal story here, and find out how she has transformed lives with Westbank Health Walks, fostering a sense of belonging and supporting wellbeing through volunteer leadership.
Richard's Story
Read Richard's personal story here, and find out how he overcame stroke challenges with Westbank's Exercise Referral Programme, improving his health, mobility, and confidence.

Gym
GET FIT | GIVE BACK
Take out a gym membership at Devon-based charity Westbank and help other people through our charitable aims
Neighbourhood Friends
Neighbourhood Friends is a flexible and responsive support service focussed on avoiding hospital admissions and reducing hospital stays.
Health Walks
Did you know we offer 12,000 Health Walk places across 24 locations in Devon, offering the chance to explore the outdoors, get to know the local area and meet new friends?

Walks are accessible to all and range from Short Level 1 - Up to 30 minutes, to Long Level 3 - 60 to 90 minutes.

All walks are led by our fully trained Volunteer Walk Leaders.
Holiday Club
Open Monday to Friday in all school holidays (excluding the time between Christmas and New Year and Bank Holidays)
for children aged 3 to 11 years
Exminster
Healthy Living Centre
The Community Cookery School
Our purpose-built teaching kitchen is a new initiative to support members of our community to gain knowledge, skills and confidence in cooking whilst learning how to produce healthy, cost-effective meals to suit their lifestyle.
Am I a young carer?
Do you look after someone? Do they have an illness, disability, frailty, mental health problem, or drug/alcohol addiction? Would they struggle to cope without your support? Are you under 18? If yes – you are a Young Carer!
Patient Transport
Our patient transport service enables people to attend their healthcare appointments and exercise and rehabilitation classes.

In 2023, our Patient Transport Services Team supported over 3,200 referrals.
About Westbank
We work to empower and improve the health of communities and individuals across Devon and to become a voluntary sector leader for development and innovation across Devon and the southwest region.
GymClusive
Westbank’s inclusive community gym, GymClusive offers a variety of ways to exercise for disabled people, those with long-term health conditions or injuries and those with reduced mobility.