Helpline Manager

Helpline Manager

  • Location


  • Sector:

    Operations, Admin & Support, Projects & Programmes, General

  • Job type:


  • Salary:

    £43k - 45k per year

  • Contact :

    Harriet Mountain

  • Contact email:


  • Contact phone:

    020 7820 7328

  • Job ref:


  • Published:

    about 2 years ago

  • Duration:


  • Closing date:


  • Posted:


Harris Hill is delighted to be assisting to recruit a new Helpline Manager based in London, for a mental health charity.

Location: London
Salary: c.£43,472
Contract: Full Time- 35 hours per week

To be responsible for all aspects involved in the operational running of the YM Parent Helpline and extended helpline services such as Parents' Lounge and any other advice services for parents and carers. To provide management support to other Parent Services initiatives as required, including contribution to the development of support programmes, content-based expertise in product creation, and support with monitoring, evaluation, data capture and reporting writing.

Key responsibilities will include:
-Be responsible for the delivery of the Helpline service, ensuring telephony, database and Call Handling systems operate effectively, enquiries are responded to appropriately and targets and KPIs are met.
-Ensure a permanent and volunteer workforce for the Helpline services. Ensure that staff, volunteer and professional adviser training and development needs are effectively identified and addressed to maintain quality.
-This post holder is a Lead Safeguarding Officer (LSO)/ Deputy Designated Safeguarding Officer (DSO) and in the absence of the DSO, is required to chair Safeguarding Panel meetings and provide safeguarding advice across the organisation as required
-Undertake media interviews to raise awareness of issues tackled by the helpline, and use this to promote YM work, services and campaign messages.
-Ensure all HR requirements are completed in timely fashion e.g. annual appraisals, supervision, review meetings for the staff managed.

In order to apply for this position, you should have the following skills and experience:
-Proven experience of managing all operational aspects of a frontline service that provides advice and guidance to service users
-Experience of managing a staff team, including recruitment, training, development, supervision and appraisal, dealing with performance issues, change management, problem-solving and effective team-building
-Experience of delivering safeguarding work, and of quality assuring and overseeing safeguarding work - including referral thresholds, supervising and providing feedback to staff delivering safeguarding work and identifying trends, training and development needs and lessons learned.
-Excellent interpersonal and communication skills (written and verbal) including the ability to write concise reports, develop and deliver training, demonstrating strong presentation skills to a range of audiences, and an attention to detail.
-Ability to prioritise own workload, work under pressure completing to deadlines and manage a demanding, varied workload, while maintaining service delivery.

If you would like to receive a full job specification for this role or have a confidential conversation, please send your CV to harriet.mountain@harrishill.co.uk or call Harriet at Harris Hill on 0207 820 7328.

Closing date for applications: 16th September with applications reviewed as and when