Job responsibilities
Shift Supervisor -Telephone Support Worker
Hours of work: Full time 37.5 hrs (over a rolling rota, covering our 24/7 operating hours)
Salary: £26,457, with progression to £29,213 per annum
**Base: Hybrid - Day shifts at Waterside House, Sunderland. Night shifts home based.
(All staff work all shifts, on rotating rota basis, this comprises of early dayshifts, midshifts and week of nightshifts, shifts also includes weekends).
Unsociable hours enhancements for weekend nightshifts and bank holidays.
About us
Our Mental Health Helpline provides a vital listening ear and crisis de-escalation on behalf of a number of NHS Trusts and we are looking for empathetic people to join us in providing this life changing support.
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.
About the role:
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. You will be responsible for overseeing shift operations, troubleshooting issues, and managing resources effectively so that callers feel listened to and supported, and colleagues feel valued and empowered to perform their roles.
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:
Our Helpline is a 24/7 telephone crisis management and support service. We provide confidential emotional support to callers and provide advice and guidance around mental health and other issues. Our services also include web chat and SMS text support. The Helpline is open 24 hours a day, 365 days a year.
As a successful candidate, you are highly organized and detail-oriented, enabling you to efficiently manage resources and provide robust support to your team. Your empathy and resilience empower you to navigate challenging situations with compassion and professionalism. You excel in environments where you can truly make a difference and take pride in working with individuals in need of support.
Qualifications:
Minimum Level 2 Certificate in Counselling, with a willingness to work towards a Level 3 Diploma in Counselling within the first 6 months of employment.Experience within the mental health industry in a voluntary or professional capacity is highly desirable. Experience in supervising or leading a team is highly advantageous.
Please refer to the attached job description for full job details as the above list is not exhaustive).
What we offer
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.
