Helpline Team Leader 37.5 hours per week (5 x 8 hour shifts, shifts will be predominately Monday-Friday, one week 9am-5pm and the following week 11-7pm but there will be some weekend working required, with flexibility to choose days off during the week when this occurs)£29,640 with progression up to £32,760 per annum (plus on call payments) Based: Sunderland (Monday-Friday office based, with ample free parking, weekends home based) About us Mental Health Matters (MHM) is a national charity with over 35 years of experience in delivering high-quality mental health and social care services. We have a positive impact on the lives of people living with mental health needs in our local communities. We provide services across England, from Northumberland to Plymouth, led by a highly motivated and enthusiastic workforce who are committed to delivering the best quality services to those in need of support. Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to our clients and service users. Our Mental Health Helpline delivers services on behalf of a number of NHS Trusts and CCGs and has seen considerably growth over the last few years.
About the role The Helpline is a 24/7 telephone crisis management, support and information service. We provide confidential emotional support to callers and provide information on local and national services specific to mental health and other issues. Our services also include online and texting support and referrals into treatment for veterans and those affected by gambling addiction. The Helpline is open 24 hours a day, 365 days a year. You will be responsible for the line management of a team. You will be involved in assisting the Helpline Manager in ensuring the delivery of KPI's and SLA's to enable achievement of all operational targets. You will effectively build and maintain a high performing team - managing performance and providing team members with regular, constructive feedback about their performance and behaviour. You will facilitate meaningful one to one reviews and appraisals. Where performance does not meet the required standard you will ensure appropriate and consistent action is taken in line with MHM policies. You will be/become an expert in the service and be responsible for training team members. You will be responsible for the quality of the support your team delivers, lead by example, and support them in every way you can.
About you We're looking for motivated individuals with experience of managing a team as well as working with vulnerable groups. You will hold a Level 3 Certificate in Counselling or equivalent (or be willing to work towards during probation) and have an appropriate qualification in Management, Social Care or equivalent. Flexibility is required to run a Helpline operating 24hrs/365 days per year. You will need to be willing and able to work day shifts, night shifts, weekends and evenings, when essential, for business operation, alongside the rest of the management team. But your shifts will usually be 9-5 or 11-7 Monday to Friday, with some weekend working. You will be able to participate in the on-call rota and will live within commuting distance of Sunderland.
What we offer You will go through our comprehensive, in-person training program during your induction, which will give you the tools you need to succeed in the role, as well as offering a great opportunity to get to know your new colleagues. MHM offers 25 days annual leave per annum, plus statutory holidays and a 5% contributory pension scheme. At MHM not only can you expect a competitive salary, generous annual leave and pension entitlement, you can also expect to be supported in your ongoing personal and professional development. In addition, you will work with people who are passionate about supporting individuals in their day to day lives.
The closing date given is a guide. We reserve the right to close the vacancy once we have received sufficient applications, so we advise you to submit your application as early as possible to prevent disappointment. Please note that due to the sensitive nature of the duties, an enhanced DBS will be sought in event of a successful application. All disabled applicants who meet the minimum essential short-listing criteria are guaranteed an interview. MHM is an Equal Opportunities Employer.
