Shift Supervisor - Helpline

Job summary

As a Helpline Shift Supervisor, you'll combine direct support for people accessing the service with operational leadership during your shift. Alongside providing compassionate, recovery-focused support, you'll oversee the smooth running of the helpline, coordinating resources, supporting colleagues and ensuring the service continues to deliver safe, responsive and high-quality care.

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. As a Helpline Shift Supervisor, you'll combine direct support for people accessing the service with operational leadership during your shift.

Alongside providing compassionate, recovery-focused support, you'll oversee the smooth running of the helpline, coordinating resources, supporting colleagues and ensuring the service continues to deliver safe, responsive and high-quality care. You'll assess risk, de-escalate crisis situations, coordinate referrals and signposting, and make informed decisions under pressure. As the designated shift lead, you'll allocate workloads, monitor service demand, provide guidance and debriefs for colleagues, troubleshoot operational issues and ensure effective handovers between shifts.

Working closely with the Helpline Team Leaders and wider management team, you'll contribute to continuous service improvement, maintain high standards of quality and help create a supportive environment where colleagues can thrive while delivering exceptional support to the people who rely on our service.

Mental Health Matters (MHM) is a national charity delivering innovative, life-changing mental health support for individuals and communities across the UK. Through our diverse range of services, we help people improve their mental wellbeing, overcome barriers and lead fulfilling lives. Everything we do is people focused. Whether supporting those who access our services or investing in the wellbeing and development of our colleagues, people are at the heart of MHM.

Our workforce is the driving force behind our success, and we are committed to creating an inclusive, supportive and values-led environment where talented individuals can thrive and make a meaningful difference. By joining MHM, you'll become part of a compassionate and ambitious organisation committed to improving mental health, promoting recovery and creating positive change in communities across the country.

Helpline Shift Supervisor.

Hours of work: 37.5 hours

Salary: £28,203 with progression to £31,141.70

Location:

Hybrid - Waterside House, Sunderland, SR5 2TZ

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.

As a Helpline Shift Supervisor, you'll combine direct support for people accessing the service with operational leadership during your shift.

Alongside providing compassionate, recovery-focused support, you'll oversee the smooth running of the helpline, coordinating resources, supporting colleagues and ensuring the service continues to deliver safe, responsive and high-quality care. You'll assess risk, de-escalate crisis situations, coordinate referrals and signposting, and make informed decisions under pressure. As the designated shift lead, you'll allocate workloads, monitor service demand, provide guidance and debriefs for colleagues, troubleshoot operational issues and ensure effective handovers between shifts.

Working closely with the Helpline Team Leaders and wider management team, you'll contribute to continuous service improvement, maintain high standards of quality and help create a supportive environment where colleagues can thrive while delivering exceptional support to the people who rely on our service.

• Hold a Level 2 Certificate in Counselling, with a willingness to work towards a Level 3 Diploma in Counselling within the first six…