Helpline Shift Supervisor

1 week ago

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

We are seeking a skilled and empathetic Helpline Shift Supervisor to join our Mental Health Helpline team. As a Helpline Shift Supervisor, you will play a dual role: providing direct emotional support to callers while also supervising shift activities to ensure smooth service delivery.

Key Responsibilities
  • Telephone & Online Support: Provide emotional support and advice to callers, ensuring all interactions are accurately recorded in electronic systems.
  • Shift Supervision: Manage shift activities, allocate colleagues to appropriate tasks, and troubleshoot any issues to ensure service quality and efficiency.
  • Team Support & Development: Provide guidance and debrief to team members during shifts, promote a positive working environment, and ensure compliance with operating procedures.
About You

We are looking for a highly organized and detail-oriented individual who can efficiently manage resources and provide robust support to their team. You should have empathy and resilience to navigate challenging situations with compassion and professionalism. Experience within the mental health industry and supervising or leading a team is highly desirable.

What We Offer
  • A minimum of 25 days annual leave per annum, plus statutory holidays, rising with length of service
  • A 5% contributory pension scheme, with the opportunity to increase contributions
  • A holistic approach to your health and wellbeing, including Employee assistance programme and personalised wellbeing action plans
  • Enhanced family friendly policies, pay and leave
  • Cycle to work scheme
  • Discounted gym membership
  • Healthcare cash plan
  • A discount platform covering online, high street and supermarket purchases

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