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Mental Health Matters

Helpline Shift Supervisor

The closing date is 03 April 2026

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Job summary

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.

Main duties of the job

Lead shifts and support your team to deliver life-changing help Provide emotional support via phone, webchat & SMS Assess risk, signpost services, and ensure everyone feels heard Please see attached job description for more detail

About us

Mental Health Matters (MHM) is a national charity with over 40 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. Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services.

Details

Date posted

25 March 2026

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

R000503

Job locations

Waterside House, Sunderland Enterprise Park, St Catherine's Ct, Sunderland SR5 2TZ

Sunderland

SR5 2TZ


Job description

Job responsibilities

Shift Supervisor - Helpline Be the Voice That Changes Lives - Join Our Helpline! Are you passionate about supporting people in crisis? Want to make a real difference? Shift Supervisor - Mental Health Helpline Hybrid: Office days in Sunderland, home-based nights/weekends Full-time 37.5 hrs, including weekends & nights £27,516 - £30,382 + unsociable hours enhancements 4-week in-person training, career development & wellbeing support About us Mental Health Matters (MHM) is a national charity with over 40 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. Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services. About the role 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. What you'll do:

  • Lead shifts and support your team to deliver life-changing help
  • Provide emotional support via phone, webchat & SMS
  • Assess risk, signpost services, and ensure everyone feels heard
    • You're:
  • Level 2 Counselling certificate (or equivalent experience)
  • Experienced in mental health or social care
  • Empathetic, organised, confident, and an excellent communicator
    • What we offer
  • 25 days annual leave (pro rata), increasing with service
  • 5% pension contribution
  • Employee Assistance Programme & wellbeing support
  • Enhanced family-friendly policies
  • Cycle to work scheme
  • Gym discounts & healthcare cash plan
  • Retail discounts platform
  • Ongoing training & structured career development
    • Make a real impact. Join a 24/7 helpline that changes lives every day. How to Apply We operate Safer Recruitment processes, so if you are interested in this role, you will need to apply via our online application form. Please ensure you answer all of the shortlisting questions to demonstrate how you meet the Person Specification criteria. If you have any additional supporting information you would like to include, you can add this into your application form. We are an equal opportunities employer. We really value diversity and are committed to ensuring our processes are inclusive. We may ask some personal information during the application process, however, everything we ask is to ensure we can offer fair and accessible opportunities for everyone. If you would like to have an informal conversation about this role, please contact: Clair O'Connor Apply now and start making a difference!

    Job description

    Job responsibilities

    Shift Supervisor - Helpline Be the Voice That Changes Lives - Join Our Helpline! Are you passionate about supporting people in crisis? Want to make a real difference? Shift Supervisor - Mental Health Helpline Hybrid: Office days in Sunderland, home-based nights/weekends Full-time 37.5 hrs, including weekends & nights £27,516 - £30,382 + unsociable hours enhancements 4-week in-person training, career development & wellbeing support About us Mental Health Matters (MHM) is a national charity with over 40 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. Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services. About the role 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. What you'll do:

  • Lead shifts and support your team to deliver life-changing help
  • Provide emotional support via phone, webchat & SMS
  • Assess risk, signpost services, and ensure everyone feels heard
    • You're:
  • Level 2 Counselling certificate (or equivalent experience)
  • Experienced in mental health or social care
  • Empathetic, organised, confident, and an excellent communicator
    • What we offer
  • 25 days annual leave (pro rata), increasing with service
  • 5% pension contribution
  • Employee Assistance Programme & wellbeing support
  • Enhanced family-friendly policies
  • Cycle to work scheme
  • Gym discounts & healthcare cash plan
  • Retail discounts platform
  • Ongoing training & structured career development
    • Make a real impact. Join a 24/7 helpline that changes lives every day. How to Apply We operate Safer Recruitment processes, so if you are interested in this role, you will need to apply via our online application form. Please ensure you answer all of the shortlisting questions to demonstrate how you meet the Person Specification criteria. If you have any additional supporting information you would like to include, you can add this into your application form. We are an equal opportunities employer. We really value diversity and are committed to ensuring our processes are inclusive. We may ask some personal information during the application process, however, everything we ask is to ensure we can offer fair and accessible opportunities for everyone. If you would like to have an informal conversation about this role, please contact: Clair O'Connor Apply now and start making a difference!

    Person Specification

    Qualifications

    Essential

    • Level 2 Counselling certificate (or equivalent experience)
    • Experienced in mental health or social care
    • Empathetic, organised, confident, and an excellent communicator

    Experience

    Essential

    • Level 2 Counselling certificate (or equivalent experience)
    • Experienced in mental health or social care
    • Empathetic, organised, confident, and an excellent communicator
    Person Specification

    Qualifications

    Essential

    • Level 2 Counselling certificate (or equivalent experience)
    • Experienced in mental health or social care
    • Empathetic, organised, confident, and an excellent communicator

    Experience

    Essential

    • Level 2 Counselling certificate (or equivalent experience)
    • Experienced in mental health or social care
    • Empathetic, organised, confident, and an excellent communicator

    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

    Waterside House, Sunderland Enterprise Park, St Catherine's Ct, Sunderland SR5 2TZ

    Sunderland

    SR5 2TZ


    Employer's website

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

    Employer details

    Employer name

    Mental Health Matters

    Address

    Waterside House, Sunderland Enterprise Park, St Catherine's Ct, Sunderland SR5 2TZ

    Sunderland

    SR5 2TZ


    Employer's website

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

    Employer contact details

    For questions about the job, contact:

    People and Organisational Development

    MHM Recruitment Team

    recruitment@mhm.org.uk

    01915163500

    Details

    Date posted

    25 March 2026

    Pay scheme

    Other

    Salary

    Depending on experience

    Contract

    Permanent

    Working pattern

    Full-time

    Reference number

    R000503

    Job locations

    Waterside House, Sunderland Enterprise Park, St Catherine's Ct, Sunderland SR5 2TZ

    Sunderland

    SR5 2TZ


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    Mental Health Matters's privacy notice (opens in a new tab)