Helpline Support Specialist

4 weeks ago

Sunderland, Sunderland, United Kingdom Mental Health Matters Full time
About the Role

This is an exciting opportunity to join Mental Health Matters as a Helpline Support Advisor, where you will play a vital role in providing confidential emotional support to individuals experiencing mental health distress.

As a key member of our team, you will be responsible for delivering a range of telephone support, signposting, advice, and guidance to adults in crisis. Your excellent communication skills, empathy, and ability to work under pressure will enable you to make a real difference in people's lives.

Key Responsibilities
  • Provide telephone support and guidance to individuals experiencing mental health distress
  • Assess situations and determine the degree of crisis, needs of the individual, and appropriate response
  • Accurately record referrals and details of calls on relevant electronic systems
  • Work in line with performance targets and key contractual requirements
  • Communicate with external stakeholders as required
About You
  • Confident, articulate, and experienced in providing telephone support to individuals in distress
  • Hold a Counselling Certificate Level 3 or equivalent, or be willing to work towards this within the first 6 months of employment
  • Excellent telephone manner and ability to actively listen, question, and respond
  • Genuine empathy towards mental health issues and a willingness to challenge stigma
What We Offer

Mental Health Matters offers a comprehensive training program, flexible working arrangements, 25 days annual leave per annum/pro rata, and a 5% contributory pension scheme. We are committed to creating a diverse and inclusive workforce and welcome applications from all backgrounds with relevant experience.

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