Senior Helplines Coordinator

Senior Helplines Coordinator

Location
:
South West London (Central Office is based in Mortlake – 12 mins from Clapham Junction and 23 mins from Waterloo)

Salary
: £33,500 pro rata (£26,800 actual)

Hours
: 28 hours per week - Wednesday 10:00-18:00, Thursday 9:30-17:30, Friday 9:30-17:30, Saturday 10:00-18:00

Contract
:
Permanent

Somebody goes missing in the UK every 90 seconds. Our client exists to ease the heartache experienced by those missing someone, and to help people who are away from home find their way back to safety. Their vision is for every missing child, adult and family left behind to find help, hope and a safe way to reconnect. They are a non-judgemental, highly skilled team of staff and volunteers working for everyone who needs them.

They provide free, confidential support, help and advice by phone, email, text and live chat.

As a Senior Helpline Coordinator, you will help ensure their award winning, high quality, 7‑day‑a‑week helpline is safe, effective and compassionate for children, young people, adults in crisis, and their families. You’ll support smooth daily operations, oversee rotas, guide staff and volunteers, make safeguarding decisions, and ensure every contact is handled with care. Your leadership will help keep this vital lifeline running and continuously improving.

You’ll bring strong frontline experience, sound judgement and a calm, supportive approach.

You will have:

• Right to work in the UK.
• Experience supporting children, young people and/or vulnerable adults by phone or digital channels in a supervisory or coordination role.
• Experience managing or supervising staff or volunteers.
• Solid safeguarding knowledge, including risk assessments and referral processes.
• Strong organisational and time management skills.
• High IT confidence, with the ability to work across multiple systems.
• Excellent written and verbal communication skills.
• Experience of coaching and training groups or individuals.

Working for them means living their values. It’s a place where people are encouraged to ‘let fly’ so you can ‘make things happen’. They know you’re more than just a job title, and ‘be human’ is an important value there. They are an independent charity that relies on donations.

Please include your CV and a brief supporting statement that demonstrates how you are a good fit for this role. They look forward to receiving your application. They reserve the right to withdraw this advert early if they receive sufficient applications, so please apply promptly.

Closing date
: 23:59 on 12th February 2026.

Interviews: 18th February 2026.

Start date
: ASAP March 2026.

Benefits
: 28 days annual leave per annum/pro rata plus statutory holidays on appointment.

• Additional annual leave days awarded on length of service
• Company pension contribution
• Life insurance (3 x salary)
• Employee Assistance Programme (EAP) including 24/7 support helpline
• Interest-free Season Ticket Loans
• Additional maternity pay and leave
• Additional paternity pay
• Additional sick pay
  * * available after probation period passed