Job responsibilities
Helpline Team Leader
37.5 hours per week (5 x 8 hour shifts, across 7 day week, 7am-7pm on rota basis, plus on call requirements)
£29,640 with progression up to £32,760 per annum (plus on call payments)
Based: Sunderland (Monday-Friday office based, 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.
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 Team Leader, you will play a pivotal role in ensuring that our service users receive the support they need. You will lead and develop a dedicated team, providing guidance, motivation, and mentoring to help them thrive in their roles.
Key Responsibilities:
Lead, manage, and support a team to deliver outstanding services to vulnerable groups. Drive a positive and inclusive culture, fostering continuous professional development. Oversee service delivery, ensuring compliance with relevant policies and procedures. Monitor team performance, implementing strategies for improvement where needed. Develop strong relationships with external partners and stakeholders to enhance service provision.
About you:
Our successful candidate will bring a combination of professional qualifications, practical experience, and personal attributes that enable them to thrive in this role:
Qualifications & Experience:
Level 3 Certificate in Counselling or equivalent and have an appropriate qualification in Management, Social Care, or a related field.
Strong Leadership Skills: You have proven experience in managing and developing a team, ideally within a social care, healthcare, or non-profit setting. You're adept at guiding your team through challenges, fostering a positive and inclusive environment, and driving high-quality service deliver
Passionate and Empathetic: You genuinely care about supporting those in need and are driven by a commitment to improve their quality of life. Your empathetic approach enables you to connect with team members and clients, making you an inspiring leader
Adaptable and Resilient: You remain calm under pressure and are able to adapt to changing circumstances. Your resilience and problem-solving skills allow you to navigate complex situations with confidence and compassion.
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.
In addition, you will receive:
* Competitive salaries, with an annual pay review process
* 25 days Annual leave, increasing with length of service, plus bank holidays
* Enhanced Occupational Sick pay
* Family friendly and flexible working arrangements to support a good work life balance
* Access to our Wellbeing Offer - including EAP, Virtual GP service and wellbeing resources, HealthCare Cash Plan
* Life Assurance and Free Will writing service
* Blue Light Card and Charity Workers discounts
* Access to Tickets for Good
* Employee recognition and celebration schemes
* Bespoke Personal Development and Career Pathways to support you in your role and your career aspirations
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.
