Interim Helpline Manager

2 weeks ago

Northampton Northamptonshire, United Kingdom NFP People Full time

Interim Helpline Manager

A leading national healthcare charity is seeking an exceptional Helpline Manager for a 6-month interim contract.

Position: Interim Helpline Manager

Location: Hybrid – 2-3 days per week in the Northampton office (reducing after a settling in period)

Contract: Full-time, 37.5 hours per week.

Salary: £40k per annum plus excellent benefits

About the role:

As Interim Helpline Manager you will support and lead the helpline team.

Some other key responsibilities include:

  • Management of the helpline team.
  • Coach the Helpline Advisors to help them achieve their full potential, supporting growth and development on an ongoing basis.
  • Ensure the Helpline is operational and available by managing resource effectively.
  • Support with options appraisal and delivery of the helpline service redesign plan.
  • Develop training and continuous learning and development opportunities to meet the needs of incoming enquiries.
  • Develop and maintain effective monitoring and measurement to demonstrate the outputs and effectiveness of the service and its impact.

About you:

To be successful in this role you will need:

  • Strong leadership skills, including performance management, training and team development.
  • Experience of managing staff and volunteers in a helpline or other information and/or emotional support service within a relevant context (health or social care/patient support).
  • Proven ability to care for the whole person, offering support, recognising signs of compassion fatigue and enabling well-being of team members.
  • Experience in setting and maintaining professional boundaries.
  • Demonstrated critical thinking skills and creativity with excellent verbal and written communication skills.
  • The ability to identify themes and develop insights to inform service improvement.
  • The ability to demonstrate a proactive, innovative, collaborative approach and a commitment to delivery excellence.

Other roles you may have experience of could include: Helpline Manager, Senior Helpline Assistant, Helpdesk Manager, Senior Helpdesk Assistant, Support Desk Manager, Centre Manager, Helpline Support, Helpdesk Supervisor, Customer Care Manager, Service Desk Manager, Customer Service Manager.

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