Deputy Helpline Operations Manager

1 week ago

Birmingham, Birmingham, United Kingdom Brook Street UK Full time
About the Role

We are seeking a dedicated and empathetic Deputy Helpline Manager to join our team at Brook Street UK. As the Deputy Manager, you will play a crucial role in supporting the helpline, providing essential assistance to service users and their carers in Birmingham and Solihull.

About the Helpline

The Helpline Service offers a lifeline to individuals experiencing psychological distress and mental health crises. You will collaborate closely with healthcare professionals, community organisations, and statutory services to reduce the burden on A&E departments and the police.

Key Responsibilities
  1. Provide guidance and support to your Helpline Intervention workers and dedicated volunteers.
  2. Ensure a member of the management team is always present to maintain service continuity, as the helpline operates 7 days a week from 9 am to 11 pm.
  3. Work closely with the service manager to uphold contractual requirements and align our operations with the charity's Vision and Values, Operating Policy, and relevant legal standards.
  4. Show empathy and compassion to callers, understanding their needs and providing appropriate interventions.

Key Skills and Qualifications:

  • Experience in a similar role is essential.
  • Knowledge and experience of mental health support and safeguarding are essential.
  • Strong supervisory and team-leading skills.
  • Effective communication and performance management abilities.
  • Self-motivation and resilience.
  • Understanding of regulatory requirements.

Why You'll Thrive in This Role

This is an exciting opportunity to make a positive impact on people's lives. If you are passionate about mental health and have a strong desire to make a difference, we encourage you to apply for this role.

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