Helpline Support Specialist

3 weeks ago

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

We are seeking a skilled and compassionate individual to join our team as a Helpline Support Advisor. As a key member of our crisis management and support service, you will provide confidential emotional support to callers and offer advice and guidance on mental health and other issues.

Key Responsibilities
  • Provide telephone support, signposting, advice, and guidance to adults experiencing mental health distress.
  • Assess situations and determine the degree of crisis, needs of the individual caller, 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
  • You will be confident, articulate, with proven communication skills.
  • You will hold a Counselling Certificate Level 3, or equivalent, or be willing to work towards this within the first 6 months of your employment.
  • You will have experience in providing a service over the telephone to a range of clients including those in distress.
  • You will have an excellent telephone manner and be able to actively listen, question, and respond.
  • You have genuine empathy towards mental health issues and be keen to challenge the stigma surrounding mental health.
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.

  • Helpline Support Specialist

    2 months ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    {"About Us": "Mental Health Matters (MHM) is a national charity with a long history of delivering high-quality mental health and social care services. Our mission is to provide support and guidance to individuals in need, and we are committed to making a positive impact on the lives of those living with mental health needs in our local communities.", "The...

  • Helpline Support Specialist

    2 months ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    {"About Us": "Mental Health Matters (MHM) is a national charity with a long history of delivering high-quality mental health and social care services. Our mission is to provide support and guidance to individuals in need, and we are committed to making a positive impact on the lives of those living with mental health needs in our local communities.", "The...

  • Helpline Support Specialist

    2 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleWe are seeking a skilled and compassionate Helpline Support Specialist to join our team at Mental Health Matters. As a key member of our 24/7 Helpline service, you will provide confidential emotional support and guidance to adults experiencing mental health distress.Key ResponsibilitiesProvide a range of telephone support, signposting, advice,...

  • Helpline Support Specialist

    3 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleWe are seeking a skilled and compassionate Helpline Support Advisor to join our team at Mental Health Matters. As a key member of our 24/7 Helpline service, you will provide confidential emotional support to adults experiencing mental health distress, offering advice and guidance on mental health and other issues.Key ResponsibilitiesProvide...

  • Helpline Support Specialist

    3 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleWe are seeking a skilled and compassionate Helpline Support Advisor to join our team at Mental Health Matters. As a key member of our 24/7 Helpline service, you will provide confidential emotional support to adults experiencing mental health distress, offering advice and guidance on mental health and other issues.Key ResponsibilitiesProvide...

  • Helpline Support Specialist

    1 month ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleWe are seeking a skilled and compassionate individual to join our team as a Helpline Support Advisor. As a key member of our Mental Health Helpline, you will provide confidential emotional support to callers experiencing mental health distress.Your primary responsibility will be to offer a range of telephone support, signposting, advice, and...

  • Helpline Support Specialist

    1 month ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleWe are seeking a skilled and compassionate individual to join our team as a Helpline Support Advisor. As a key member of our Mental Health Helpline, you will provide confidential emotional support to callers experiencing mental health distress.Your primary responsibility will be to offer a range of telephone support, signposting, advice, and...

  • Helpline Support Specialist

    1 month ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleThis is an exciting opportunity to make a real difference in the lives of individuals experiencing mental health distress. As a Helpline Support Advisor, you will be part of a dedicated team providing confidential emotional support and guidance to callers.Our Helpline is a 24/7 telephone crisis management and support service, providing a safe...

  • Helpline Support Specialist

    1 month ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleThis is an exciting opportunity to make a real difference in the lives of individuals experiencing mental health distress. As a Helpline Support Advisor, you will be part of a dedicated team providing confidential emotional support and guidance to callers.Our Helpline is a 24/7 telephone crisis management and support service, providing a safe...

  • Helpline Support Specialist

    2 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleWe are seeking a skilled and compassionate Helpline Support Advisor to join our team at Mental Health Matters. As a key member of our Helpline service, you will provide confidential emotional support to individuals experiencing mental health distress, offering guidance and advice on mental health and related issues.Key ResponsibilitiesProvide...

  • Helpline Support Specialist

    1 week ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleThis is an exciting opportunity to make a real difference in the lives of people experiencing mental health distress. As a Helpline Support Advisor, you will be part of a dedicated team providing confidential emotional support and guidance to adults in need.Key ResponsibilitiesProvide telephone support, signposting, advice, and guidance to...

  • Helpline Support Specialist

    4 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleThis 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...

  • Helpline Support Specialist

    4 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleThis 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...

  • Helpline Support Specialist

    2 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleThis is an exciting opportunity to join our team as a Helpline Support Advisor, where you will provide confidential emotional support to callers and provide advice and guidance around mental health and other issues.Key ResponsibilitiesProvide a range of telephone support, signposting, advice, and guidance to adults experiencing mental health...

  • Helpline Shift Supervisor

    1 week ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleWe 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 ResponsibilitiesTelephone & Online Support: Provide...

  • Helpline Shift Supervisor

    3 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleWe are seeking a highly organized and empathetic individual to join our team as a Helpline Shift Supervisor. As a key member of our Mental Health Helpline, you will play a dual role: providing direct emotional support to callers while also supervising shift activities to ensure smooth service delivery.Key Responsibilities:Provide emotional...

  • Helpline Shift Supervisor

    3 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleWe are seeking a highly organized and empathetic individual to join our team as a Helpline Shift Supervisor. As a key member of our Mental Health Helpline, you will play a dual role: providing direct emotional support to callers while also supervising shift activities to ensure smooth service delivery.Key Responsibilities:Provide emotional...

  • Helpline Team Lead

    2 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleWe are seeking a highly skilled and compassionate individual to join our team as a Helpline Shift Supervisor. As a key member of our 24/7 crisis management and support service, you will play a vital role in providing emotional support to callers while overseeing shift activities to ensure smooth service delivery.Key Responsibilities:Telephone &...

  • Senior Helpline Manager

    2 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the RoleWe are seeking a highly skilled and compassionate Team Leader to join our Mental Health Helpline team. As a key member of our leadership team, you will play a pivotal role in ensuring that our service users receive the support they need.Key ResponsibilitiesLead and manage a dedicated team to deliver outstanding services to vulnerable...

  • Helpline Shift Supervisor

    4 weeks ago

    Sunderland, Sunderland, United Kingdom Mental Health Matters Full time

    About the Role:As a Helpline Shift Supervisor with Mental Health Matters, you will play a vital role in providing emotional support to callers while overseeing shift activities to ensure smooth service delivery. You will be responsible for managing shift operations, troubleshooting issues, and allocating colleagues to appropriate tasks to ensure service...