Team Leader - Helpline

Job description

Job responsibilities

Hours: 37.5 hours per week (across 24-hour shift pattern, on rota basis) Salary: £28,500 with progression up to £31,500 per annum Location: Hybrid - Avalon House, St Catherine's Court, Sunderland, SR5 3XJ Due to an internal promotion, we are now looking to appoint a Team Leader to lead our team of Mental Health Helpline Support Workers. The successful candidate will be experienced in this type of job role, looking for their next career step. This role requires a Level 3 Certificate in Counselling, along with an appropriate qualification in Management, Social Care or equivalent. 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. 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. 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 SLAs 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. Please refer to the attached job description for full job details. About you We are looking for motivated individuals with experience of managing a team as well as working with vulnerable groups. Flexibility is required to run a Helpline operating 24hrs/365 days per year. You will need to be willing and able to workday shifts, night shifts, weekends, and evenings on a rota basis, alongside the other team leaders. You will be able to participate in the on-call rota and will live within commuting distance of Sunderland. Training will be held in our COVID-secure Sunderland office on Enterprise Park during office hours. Once trained you must be able to work in the office or in a confidential room of your home on a rota basis. A good internet connection is required. All other ICT equipment will be provided. What we offer You will go through our comprehensive, in-person training program in your first week of employment 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. In addition, you will receive: * 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. * You will receive a tailored induction and probation review program which will give you the tools you need to succeed in the role. * Our structured career development pathways and support from our accredited Learning Team will provide you with advice and guidance on how to access development to allow you to flourish in your chosen career. 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.

Person Specification

Qualifications

Essential

• NVQ Level 3 Management / Social Care or equivalent
• Counselling certificate Level 3

Experience

Essential

• Managing a team and individuals to strict performance targets
• Identifying training and development needs of staff
• Understanding of the stressors and pressures within a call
• handling environment and an understanding of how to
• minimise / mitigate against those
• H&S at Work including risk management
• Recent experience of working with multimedia contact handling
• systems and CRM
• Working with complex data to monitor and improve
• performance
• Performance reporting using IT systems
• Working with vulnerable groups
• Outcome driven approach
• Basic understanding of financial performance and how this
• impacts service delivery and the wider organisation

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Mental Health Matters

Address

Avalon House, St Catherine's Court, Sunderland, SR5 3XJ

Sunderland

SR5 3XJ

Employer's website

https://www.mhm.org.uk/ (Opens in a new tab)