Helpline Team Leader in Sunderland

Hours of work: 37.5 hours per week

Salary: £31,596 with progression to £34,922

Location: Waterside House, Sunderland

About the role

We have an exciting opportunity for a Helpline Team Leader to join our established and dedicated Helpline team. Our Helpline provides vital support to people who may be experiencing mental health difficulties or require emotional support, information and guidance. As part of a wider 24-hour service operating 365 days a year, the team plays an important role in ensuring people can access compassionate, safe and effective support when they need it.

As a Helpline Team Leader, you will play a key role in supporting the Helpline Manager and Assistant Manager to deliver a high-quality, responsive service. You will provide effective leadership and performance management to your team, helping colleagues to achieve service targets while maintaining a strong focus on the needs, safety, dignity and wellbeing of the people who access our services. You will use data, reporting and call-monitoring information to understand performance, identify trends and proactively manage workloads and resources. You will provide coaching, supervision and reflective support to colleagues, helping them to develop their skills and reach their potential. You will also support the management of rotas and resources to ensure appropriate staffing levels across our services, including at peak times. The role includes on-call responsibilities and shift working, reflecting the 24-hour, 365-day nature of the service.

Working closely with the Helpline Manager, Assistant Manager and wider colleagues, you will contribute to service improvement, quality audits, risk management, recruitment, induction, training and the development of the service. You will also build positive relationships with internal and external stakeholders, commissioners, partners and providers, representing Mental Health Matters professionally at every opportunity. This is a people-focused leadership role where your ability to motivate, coach and support others will make a real difference to both our colleagues and the people who use our services.

About you

To be successful in this role, you will be an experienced and compassionate leader who can inspire and support colleagues while maintaining high standards of service delivery. You will have:

• Experience of leading, supporting and developing a team, including performance management, coaching and supervision.
• Strong communication and interpersonal skills, with the ability to build constructive relationships with colleagues, stakeholders and partner organisations.
• The ability to analyse performance data, identify trends and use information to inform operational decisions and improve outcomes.
• Experience of managing workloads, resources and competing priorities within a busy service environment.
• The ability to manage and implement operational change effectively.
• Strong organisational and administrative skills, with experience of accurate record keeping, reporting and data management.
• An understanding of quality assurance, risk management and safeguarding within a mental health or support service environment.
• The ability to promote a culture that is person-centred, recovery-focused, empowering and respectful.
• An understanding of confidentiality, equality, diversity, anti-discriminatory practice and the importance of treating everyone with dignity and respect.
• The confidence to make appropriate decisions, manage challenging situations and elevate concerns where necessary.
• A commitment to continuous learning, service improvement and the development of best practice.
• The flexibility to work shifts and participate in an on-call rota, in line with the requirements of a 24-hour, 365-day service.

You will be a positive role model for the values of Mental Health Matters, demonstrating emotional intelligence, resilience and a genuine commitment to supporting both the people who access our services and the colleagues who deliver them.

Why Join Us?

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 that is committed to improving mental health, promoting recovery and creating positive change in communities across the country.

What we offer you

• Competitive salaries, with an annual pay review process
• 25 days Annual Leave, increasing with length of service, plus bank holidays
• Enhanced Occupational Sick Pay
• Access to our workplace pension scheme
• Family friendly and flexible working arrangements to support a good work-life balance
• Access to our Wellbeing Offer - including EAP, 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
• A tailored induction programme, bespoke Personal Development and Career Pathways to support you in your role and your career aspirations

Equality, Diversity and Inclusion

We are proud to be an equal opportunities employer and are 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.

Interested in Finding Out More?

We welcome informal conversations about the role. If you would like to discuss the opportunity further, please contact: Clair O'Connor - We look forward to hearing from you and welcoming talented people who share our passion for improving mental health and changing lives.