Helpline Manager
Salary: £30,000 per annum
Contract Type: Full time - 37.5 hours per week including some weekend shifts, plus participation in on-call rota
Location: Flexible / remote (the Helpline office is based in Biggleswade, Bedfordshire)
Closing Date: 19 December 2022
Closing Time: 23:59

This is an exciting opportunity for the right individual to take up the crucial position of Helpline Manager, working as part of the Modern Slavery & Exploitation Helpline team, based in Biggleswade, Bedfordshire.

We are looking for a Helpline Manager, to work alongside one established helpline manager to provide leadership within the Helpline Team and critical support to the Head of Helpline Services. The role is key in maintaining a helpline that delivers a 24/7 service which is of a consistently high quality, professional, and victim-centred in its response. The position includes direct line management responsibility for a cohort of Helpline Advisors.

The Helpline Manager post is a challenging and diverse role. Successful candidates must be strong learners and able to maintain subject matter expertise in a quickly-changing field. The Helpline Manager must be adept at guiding, motivating and supporting the Helpline team, in a fast-paced, dynamic environment. Team Leadership is a critical aspect of the role, including identifying, communicating and co-ordinating priorities across a team, and organising and overseeing productivity to maximise team capacity. The Helpline Manager must remain calm, even in distressing situations, providing support to Helpline Advisors when dealing with crisis calls. An ability to problem-solve independently, think on your feet, build trust within the team and work effectively and empathetically with vulnerable individuals is critical.

The base for the Helpline Manager role is flexible/remote, but travel to Unseen’s Helpline premises in Biggleswade, Bedfordshire may be required to support training and new staff members, conduct 1-1 supervisions and attend monthly meetings.

The Helpline Manager role will focus on:

- Supporting the Head of Helpline in the ongoing effective operation of the Helpline and ensuring relevant protocols and policies are adhered to, implemented and reviewed regularly.

- Building and maintaining excellent relations with a diverse range of stakeholders.

- Effectively line managing and coaching a team of between 5-10 helpline advisers, ensuring that calls are managed promptly, professionally, and sensitively by quality assuring the response provided.

- Ensuring the range of daily Helpline operations are managed efficiently and effectively, providing feedback to helpline advisors and working collaboratively with team members to ensure 24/7 coverage.

The post holder will be required to work some weekends, bank holidays and evenings to provide 24/7, 365-day support to Helpline Advisors on a rotating basis (shift work), including as part of an on-call rota.

Please note, this post is subject to satisfactory references, an Enhanced DBS check and a 6-month probationary period.

The role is planned to start in February 2023 (subject to satisfactory checks including DBS and referencing).

We offer a friendly, supportive work environment, generous staff wellbeing and training programme, and hybrid working.

Please refer to the job pack for further details, full person specification and information about benefits.

Deadline for applications is midnight 19 December 2022. Interviews to be held in the first week of January 2023.

To apply:

- Please select the apply button and complete Unseen’s application form for the role. which includes a personal statement of 500 words outlining your suitability for the role, some personal details and equal opportunities questions.

As an organisation focused on equality and diversity, we welcome applications from all sections of community from all backgrounds, including those with lived experience of modern slavery, those from ethnic minority groups, those with disabilities, and those from the LGBTQ+ community.

Any queries, please contact our team.

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.