Senior Helpline Manager

Overview

Senior Helpline Manager – Contract (2 Weeks)

Are you an experienced leader in digital and online services with a passion for making a difference? We are seeking a highly skilled Senior Helpline Manager to oversee and enhance our online support services. This is an exciting contract opportunity for 2 weeks, offering a chance to lead a dynamic team and contribute to vital support programs.

Responsibilities

• Oversee the delivery of all online support services, ensuring quality and effectiveness
• Collaborate with the Senior Helpline Manager to align remote support operations
• Monitor performance, review data, and adapt services accordingly
• Provide leadership and support to online teams and volunteers
• Ensure safeguarding protocols and risk management procedures are followed
• Lead digital service developments and system improvements
• Establish partnerships with treatment services, stakeholders, and external agencies
• Manage incidents and conduct regular audits to ensure compliance
• Your role involves overseeing a diverse team including a Digital Project Manager, TBS Project Lead, and Support Team Manager, along with volunteers and practitioners
• Work within the operational budget and be accountable for meeting KPIs and contractual commitments

Candidate Requirements

• Experienced leader with proven ability to manage large teams, including volunteers in digital environments
• Educated to degree level or equivalent experience in relevant fields (e.g., Psychology, Addictions, Social Care)
• Strong background in digital and online service management, with experience introducing innovative online tools
• Knowledge of safeguarding protocols for vulnerable individuals
• Exceptional leadership, communication, and data analysis skills
• Ability to work flexibly, including some evenings, weekends, and on-call responsibilities

Benefits & Pay

• Salary/Rate: Competitive pay rate (please enquire for details)
• £250 Training Allowance
• Dedicated Specialist Consultant support
• Access to thousands of clients nationwide
• Daily Payroll Runs
• Free Candidate Registrations & Referral & Loyalty Bonus Schemes
• Sign-Up Bonus & Free Compliance Checks

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