Job Description
Our client, a nationwide support charity, is seeking a compassionate and experienced Helpline Manager to join their dedicated team. Reporting to the Regional Director, you will play a pivotal role in ensuring the smooth, safe, and professional delivery of a vital frontline Helpline service, providing support to individuals during some of their most challenging moments. This is an opportunity to make a meaningful impact within a respected charity while leading a small team in a rewarding and purpose-driven environment.
Key Responsibilities
- Managing the day-to-day operation of the Helpline service, including responding to calls and enquiries.
- Leading, supporting, and supervising a small team of Helpline volunteers.
- Monitoring call volumes, identifying emerging themes, and evaluating service effectiveness.
- Providing calm, professional, and compassionate support during sensitive or emotionally challenging conversations.
- Ensuring high standards of safeguarding, confidentiality, and service delivery are maintained at all times.
About You
- Previous experience within an Emergency Services Call Centre, Helpline, or Charity Support Service environment.
- Experience working within emergency services, policing, healthcare, social care, or other high-pressure public service settings.
- Excellent communication, active listening, and interpersonal skills.
- The ability to remain calm, empathetic, and professional in emotionally demanding situations.
- Highly organised with strong decision-making and problem-solving abilities.
We are seeking applications from resilient, compassionate, and proactive individuals who are passionate about delivering high-quality support services and leading with empathy and professionalism. For further information and to request the recruitment pack, please apply to Langton N4P.
