South West London (Central Office is based in Mortlake – 12 mins from Clapham Junction and 23 mins from Waterloo) Contract: Permanent
Services
Full time
Permanent
Head of Helpline and Reconnections - National Charity
Full Time - 35 hours per week.
£50,000 per annum
Permanent
ABOUT US
Somebody goes missing in the UK every 90 seconds. Missing People 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. Our vision is for every missing child, adult and family left behind to find help, hope and a safe way to reconnect. We are a non-judgemental, highly skilled team of staff and volunteers working for everyone who needs us. We provide free, confidential support, help and advice by phone, email, text and live chat. We coordinate a UK-wide network of people, businesses and media to join the search for the estimated 170,000 people who go missing each year. Missing People aims to put people with lived experience at the heart of our work, amplifying their voices to achieve change. Working for Missing People means living our values. It’s a place where people are encouraged to ‘let fly’ so you can ‘make things happen’. We know you’re more than just a job title, and ‘be human’ is an important value here.
THE IMPACT YOU WILL HAVE
As Missing People's Head of Helpline and Reconnections you will lead a vital part of the charity's frontline services. The charity’s SafeCall and Missing People helplines operate 7 days a week, providing crisis support and signposting to young people and adults who are missing or at risk of going missing, and to people whose loved one is missing. The staff and volunteer team offers confidential support via SMS, WhatsApp, phone, chat and email. The charity’s Lost Contact tracing service provides a safe way for families to reconnect after losing touch.
You will be responsible for ensuring that services are high quality, safe, accessible and inclusive and meeting the needs of the people who contact the charity for support. You will lead a team of staff and volunteers, ensuring they are equipped with the knowledge and skills they need for this complex work and are well supported.
For more detailed information please see the attached job description/person specification, and a letter from the line manager.
ABOUT YOU
As well as having the right to work in the UK, you will have:
Experience:
- Significant experience of leading high quality, trauma-informed helpline support services to children and adults;
- Significant experience of working in a service delivery team at a senior level;
- Demonstrable experience of safeguarding children and adults at risk of harm;
- Managing services providing confidential help and support to people who are subject to marginalisation and discrimination;
- Strong team leadership experience;
- Proven ability to develop staff and volunteers;
Abilities:
- Expertise in best practice in helpline support, able to advise on contact care strategies, confidentiality and safeguarding;
- Knowledge of the risks faced by missing and exploited children and young people and missing adults;
- An understanding of the impact on families of having a missing loved one;
- An understanding of trauma-informed practice.
Criminal Record Check:
- An Enhanced DBS check wlll be required for the successful applicant.
WHAT YOU WILL GET IN RETURN
Would you like to work for a welcoming, caring organisation which makes a difference to people affected by the issue of missing throughout the UK?
Missing People is a friendly and supportive place to work. Working for Missing People means living our values. It’s a place where people are encouraged to ‘let fly’ so you can ‘make things happen’. We know you’re more than just a job title, and ‘be human’ is an important value here. You will find plenty of scope for personal development including: getting involved in cross-charity projects; leadership development or volunteer supervision; training; e-learning; and hearing about the latest topics from some of our amazing partners. We offer a range of enhanced family friendly benefits. We are happy to talk about flexible working in many of our roles.
Hours
35 hours per week. Some out of office hours work will be required.
Missing People offers the following 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
Job attachments
Head_of_Helpline_and_Reconnections_Job_Description_October_2026_FINAL.pdf
Letter_to_Applicants_-_Head_of_Helpline_and_Reconnections.pdf
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Head of Helpline and Reconnections employer: Missing People
Missing People is an exceptional employer that fosters a supportive and caring work environment, dedicated to making a real difference in the lives of those affected by disappearance. Located in South West London, we offer flexible working arrangements, generous paid holidays, and enhanced family-friendly benefits, ensuring our team members can thrive both personally and professionally. As part of our award-winning Marketing and Communications Team, you will have the opportunity to create impactful content that resonates with our community and contributes to our vital mission.
