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Helpline and Support Manager

4 months ago

London, Greater London, United Kingdom Motor Neurone Disease Association Full time

We are seeking a Helpline and Support Manager to lead our dedicated MND Connect helpline team. This vital service is there to ensure that people affected by MND are informed, supported, and better equipped to manage their condition. No two enquiries are the same and the service offers tailored support and guidance.

As the Helpline and Support Manager, you will guide and inspire a diverse team of staff and volunteers. Your leadership will be crucial in ensuring our helpline operates effectively and meets the needs of service users. You will be responsible for reviewing service performance using both qualitative and quantitative data, seeking opportunities for improvement and fostering partnerships.

In this role, you will coach our MND Connect Advisers, helping them to develop their skills and confidence. You will ensure the helpline is always available during opening hours, effectively managing resources to maintain this crucial support service.

Creating a positive working environment is key. You will provide emotional support to staff after challenging calls and promote resilience and wellbeing. You will also develop training programmes to ensure our team is able to meet the needs of incoming enquiries.

Your responsibilities will include maintaining effective monitoring and measurement systems to demonstrate the impact of our service. You will facilitate regular team meetings, enabling knowledge sharing and support for difficult calls.

Working within our Helpline Partnerships guidelines, you will ensure compliance with quality standards. You will keep up to date on developments in MND and related services, informing our strategy and maintaining our team's knowledge.

Collaboration is essential. You will engage with stakeholders across the organisation, raising the profile of the helpline and identifying opportunities for service improvement.

If you are ready to make a significant impact and lead a team dedicated to supporting those affected by MND, we would love to hear from you. Apply today to join us in this rewarding role

Hybrid Working Expectations: 2-3 times a week office based

(Flexibility to attend the office more regularly on occasion may be required to meet business needs.)

What are we looking for?

A compassionate and skilled leader with strong experience in performance management, training, and team development. You should have a background in managing staff and volunteers within a helpline or support service, ideally in health or social care contexts.

You will need to be able to effectively recognise signs of compassion fatigue, and actively support the wellbeing of your team. Setting and maintaining professional boundaries is crucial.

Strong critical thinking and creativity are essential, along with excellent verbal and written communication skills. You should be able to identify themes and develop insights to drive service improvement.

We value a proactive, innovative, and collaborative approach, with a commitment to excellence in service delivery. Strong relationship-building skills and sensitivity to the needs of others are key. The ability to respond swiftly and effectively to changing needs is essential.

Our Benefits

  • 28 days holiday, rising to 33 days after 5 years' service, plus Bank Holidays
  • Access to UK Healthcare which includes reimbursement for dental appointments, eyecare, Health & Wellbeing screening and therapies
  • Access to a 24/7 phone and video GP Service
  • Life assurance
  • Confidential counselling helplines
  • Salary sacrifice schemes to include:Cycle to work & Buy and sell annual leave
  • BenefitHub which offers lifestyle discounts and offers on everyday shopping
  • Enhanced pension scheme
  • Opportunities for training and personal development
  • Hybrid working

    How to apply

    Please submit a CV and supporting statement. Your supporting statement should be no longer than one side of A4 and demonstrate how you meet the following areas of the role.

    • The ability to identify themes and develop insights to inform service improvement.
    • 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).
    • Developing and implementing a quality assurance framework.

      Where experience is asked for, please give one example showing what you did and what it achieved. Where we require evidence of ability, please explain either how you would approach that particular competence or give an example to support your suitability.

      About Us

      Our vision is a world free from MND. Our mission is to improve care and support for people with MND, their families and carers. We fund and promote research that leads to new understanding and treatments and brings us closer to a cure for MND. The Association also campaigns and raises awareness so the needs of people with MND, and everyone who cares for them, are recognised, and addressed by wider society.

      We are committed to equality and value diversity. We are working hard to remove perceived and actual barriers to participation for people with and affected by MND, current and future staff, volunteers, and stakeholders.

      We guarantee interviews for disabled applicants that meet the requirements of the role as part of our commitment to the Disability Confident Scheme. Reasonable adjustments can be made as required.

      Important Information

      Adverts may be closed before the deadline once sufficient applications are received. To avoid disappointment, please apply early.

      We request that recruitment agencies do not contact us in relation to this role.