Deputy Helpline Operations Manager

1 day ago


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

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

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 emergency departments and the police.

Key Responsibilities
  • Provide guidance and support to Helpline Intervention workers and dedicated volunteers.
  • Ensure a member of the management team is always present to maintain service continuity.
  • 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.
  • Show empathy and compassion to callers, understanding their needs and providing appropriate interventions.
Requirements
  • Experience in a similar role is essential.
  • Strong supervisory and team-leading skills.
  • Effective communication and performance management abilities.
  • Self-motivation and resilience.
  • Understanding of regulatory requirements.
  • Full flexibility to work a varied shift pattern.
  • Be a driver with access to your own vehicle.
  • Experience of managing and compiling rotas.

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