Senior Helpline Manager

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.

About the Role: Senior Helpline Manager
As the Senior Helpline Manager, you will be responsible for managing the delivery of online support services, including chatrooms, forums, and volunteer-led recovery coaching. Working closely with the Head of Remote Support Services and Senior Helpline Manager, you will ensure seamless, high-quality service delivery across all digital channels. Your leadership will embed new functions and innovations, monitor performance metrics, and analyse data to inform continuous improvement.

Your role as Senior Helpline Manager involves overseeing a diverse team including a Digital Project Manager, TBS Project Lead, and Support Team Manager, along with volunteers and practitioners. You will work within the operational budget and be accountable for meeting KPIs and contractual commitments.

Candidate 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

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

How to Apply
To register your interest in the Senior Helpline Manager contract role, please contact:
Consultant Name: Jane Smith
Email: jane.smith@youragency.co.uk
Phone: 01234 567890

Join us and make an impact by leading online support services that genuinely help those in need. We look forward to receiving your application!