Job Description

Job Summary:

We are seeking a dedicated and compassionate Call Handling Team Leader to join our team at the National Suicide Prevention Helpline UK. This crucial role involves overseeing the daily operations of our helpline, providing support and guidance to call handlers, and ensuring the effective coordination of emergency services when necessary. The ideal candidate will have exceptional listening skills, a calm demeanor, and the ability to manage stressful situations with professionalism and empathy. Respect and appreciation for the volunteers who generously give their time to support this vital service are essential.

Working Hours:

Wednesday: 6:00 PM - 12:00 AM Friday: 6:00 PM - 12:00 AM Saturday: 6:00 PM - 12:00 AM

Key Responsibilities:

Monitoring and Support:

Listen in on calls to provide real-time support and guidance to call handlers. Offer emotional and professional support to call handlers after difficult shifts to ensure their well-being.

Coordination of Emergency Services:

Coordinate with emergency services as needed to ensure timely intervention during critical situations. Ensure all safeguarding reports are accurately completed and submitted in a timely manner.

Complaint Resolution:

Efficiently handle and resolve complaints, ensuring a high standard of service and satisfaction.

Team Leadership and Development:

Provide leadership and support to the call handling team, fostering a positive and supportive work environment. Conduct regular training sessions to keep the team updated on best practices and protocols.

Managing Volunteers:

Manage a team of volunteers, respecting and appreciating their dedication and the time they give to support the helpline. Ensure volunteers feel valued and supported in their roles.

Call Handling:

Take calls when needed to maintain and update your own skills and understanding of the helpline's operations.

Administrative Duties:

Maintain accurate records of calls, interventions, and safeguarding reports. Prepare regular reports on team performance and call handling statistics.

Additional Responsibilities:

Assist with various tasks, including taking patrol vehicles to be fueled, monitoring CCTV, and ensuring vehicles are clean and ready for deployment. Drive vehicles to car washes to maintain cleanliness and operational readiness.

Qualifications:

Proven experience in a supervisory or leadership role within a call center or helpline environment. Strong understanding of mental health issues and suicide prevention strategies. Excellent communication and interpersonal skills. Ability to remain calm and composed in high-pressure situations. Strong organizational skills and attention to detail. Ability to work Monday to Friday from 5PM to Midnight. Experience in handling sensitive and confidential information. A valid driving license is essential.

Preferred:

Previous experience working in a mental health or crisis intervention setting. Training in mental health first aid or equivalent.

Personal Attributes:

Empathetic and compassionate approach. Resilient and able to cope with emotional stress. Strong problem-solving abilities. Committed to continuous learning and professional development.

Perks You'll Love:

We're proud to offer

private medical insurance through Bupa

as part of your role. Your health matters to us - and with Bupa, you'll have access to world-class healthcare, faster appointments, and peace of mind when it comes to looking after yourself. This is a fantastic benefit that truly sets us apart - and we're excited to be able to offer it to you!

Application Process:

To apply, please submit your CV and a cover letter detailing your relevant experience and why you are passionate about working in suicide prevention.

We are committed to creating an inclusive and supportive workplace for all employees. If you require any accommodations during the application process, please let us know.

Join us in making a difference in the lives of those in crisis. Your leadership can save lives.

Job Types: Full-time, Part-time, Permanent

Pay: 12.60 per hour

Benefits:

Employee discount Free parking Health & wellbeing programme On-site parking Sick pay
Schedule:

Every weekend Monday to Friday Night shift Overtime
Work Location: In person