We have an exciting opportunity for a Helpline Shift Supervisor to join our dedicated 24/7 Helpline team at Mental Health Matters. Our Helpline provides confidential emotional support to people experiencing emotional distress, poor mental health or crisis through telephone, webchat and text services. Available 24 hours a day, 365 days a year, we offer compassionate support when people need it most, helping them access the right services and promoting recovery.
Job Responsibilities
- Provide compassionate, recovery‑focused support to callers via telephone, webchat, and text.
- Manage operational leadership during the shift, coordinating resources and supporting colleagues.
- Assess risk, de‑escalate crisis situations, coordinate referrals and sign‑posting, and make informed decisions under pressure.
- Allocate workloads, monitor service demand, provide guidance and debriefs, troubleshoot operational issues, and ensure effective handovers between shifts.
- Work with Helpline Team Leaders and wider management to contribute to continuous service improvement, maintain high standards of quality, and create a supportive environment for colleagues.
About the Role
Hours: 37.5 per week. Salary: £28,203 (progression to £31,141.70). Location: Hybrid – Waterside House, Sunderland, SR5 2TZ.
Job Specifications
- Qualifications: Level 2 Certificate in Counselling, with willingness to pursue Level 3 within first six months, or already hold Level 3.
- Experience:
- Supporting people within mental health, health, social care, or related environments.
- Providing emotional support face‑to‑face or via telephone/digital services.
- Assessing risk, responding to crises, and making safeguarding or emergency referrals.
- Coordinating colleagues in a busy operational setting.
- Excellent communication, active listening, and telephone counselling skills.
- Maintaining accurate electronic records and meeting service standards.
- Demonstrating resilience, professionalism, and commitment to equality, diversity, and inclusion.
- Working flexible rota covering days, evenings, nights, weekends, and bank holidays.
- Personal Attributes: Calm under pressure, organised, sound decision‑maker, collaborative, supportive, and passionate about person‑centred, recovery‑focused support.
Benefits
- Competitive salary with annual pay review.
- 25 days annual leave, increasing with length of service, plus bank holidays.
- Enhanced occupational sick pay.
- Access to workplace pension scheme.
- Flexible working arrangements where service needs allow.
- Wellbeing offer: Employee Assistance Programme, virtual GP service, and wellbeing resources.
- Life assurance and free Will writing service.
- Blue Light Card and Charity Workers discounts.
- Access to Tickets for Good.
- Employee recognition and celebration schemes.
- Comprehensive induction, ongoing supervision, leadership development, and training.
- Personal development and career pathways.
Equality, Diversity and Inclusion
We are an equal‑opportunity employer committed to building a diverse and inclusive workforce that reflects the communities we serve. We believe everyone should have access to fair and accessible opportunities, and we are committed to ensuring our recruitment processes are welcoming and inclusive for all. During the application process, we may ask for some personal information to help us understand how we can make our recruitment practices as fair and accessible as possible. Any information you provide will be treated confidentially and used solely for this purpose. We value the unique experiences, perspectives and contributions that diversity brings and are committed to creating a culture where everyone feels respected, supported and able to be themselves.
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