Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a helpline team, ensuring high-quality support and service delivery.
- Company: Join a dedicated organisation committed to safeguarding and supporting individuals in need.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic role with opportunities for training and development.
- Why this job: Make a real difference by leading a team that supports people in crisis.
- Qualifications: A-Level education and experience in team management required.
The predicted salary is between 27597 - 30116 £ per year.
Helpline Shift Lead Vacancies: 2 x 08.00 20.00 (working cycle: 4 days on, 4 days off) 2 x 20.00 08.00 (working cycle: 4 evenings on, 4 evenings off)
Responsible to: Helpline Coordinator
Location: Dependent on working hours
Hybrid role with various shifts within each operating window:
- Office-based: 08:00 20:00 (Monday Friday)
- Home-based (remote): 20:00 08:00 (Monday Friday)
- Home-based (remote): 24/7 (Saturday and Sunday)
Working Pattern: The DSA Helpline is a 24/7 service; therefore, weekend, bank and statutory holiday working will be required.
Contract: Fixed Term (initially to 31st March 2029)
Salary: £27,597 - £30,116
Role Purpose
The Helpline Shift Lead provides operational leadership during allocated shifts, ensuring the safe, effective, and high-quality delivery of the helpline service. Acting as the on-shift lead, they supervise and support helpline operators, make real-time operational and safeguarding decisions, manage staffing and system issues, and maintain service continuity.
Key Responsibilities
- Operational Leadership
- Lead the helpline during allocated shifts.
- Provide immediate guidance and support to operators.
- Manage complex or high-risk contacts.
- Ensure safe and effective service delivery.
- Safeguarding and Risk Management
- Act as the on-shift safeguarding lead, responding to safeguarding concerns and urgent escalations.
- Manage safeguarding concerns requiring immediate action, including those that cannot wait within the 72-hour response timeframe.
- Assess risk, make sound professional judgements, and take appropriate action to safeguard service users.
- Provide consultation and decision-making support for operators managing callers experiencing acute distress or crisis.
- Ensure all safeguarding concerns are accurately recorded and escalated to the Helpline Coordinator or senior management as required.
- Line Management and Day-to-Day People Management
- Provide day-to-day operational supervision of helpline operators during shifts.
- Conduct regular one-to-one supervision and facilitate reflective practice and post-incident debriefs.
- Monitor staff wellbeing, recognising signs of distress, fatigue, burnout, or vicarious trauma, and respond appropriately.
- Address immediate performance or conduct concerns sensitively, escalating to the Helpline Coordinator where required.
- Rota, Cover, and Staffing Management
- Manage short-notice staffing challenges, including sickness and emergency absences, and arrange or provide cover as required.
- Proactively source and confirm emergency cover where required to maintain service continuity.
- Implement rota adjustments linked to holiday approvals and sickness, in line with agreed processes.
- Communicate rota changes clearly and promptly to relevant staff.
- Systems and Quality Oversight
- Act as the first point of contact for system or technical issues during shifts.
- Troubleshoot minor system problems where possible and escalate unresolved issues in line with procedures.
- Ensure accurate use of helpline systems, records, and data entry by helpline operators.
- Communication and Reporting
- Ensure all calls are managed in line with organisational policies, procedures, and values.
- Promote best practice, ethical standards, and trauma-informed practice at all times.
- Monitor service delivery during shifts and raise any concerns or improvement suggestions with the Helpline Coordinator.
- Maintain clear, accurate, and timely shift records, including incident logs, safeguarding notes, and operational updates.
- Provide feedback to the Helpline Coordinator on emerging trends, recurring issues, staffing pressures, or training needs.
- Participate in team meetings, reflective practice sessions, and service reviews as required.
- Continuous Improvement and Team Development
- Contribute to the ongoing development of the helpline service through feedback, ideas, and shared learning.
- Support new staff or volunteers during shifts, including informal mentoring and role modelling good practice.
- Engage in training and development opportunities relevant to the role.
Essential Criteria
- Educated to an A-Level standard or equivalent.
- At least 1 years experience of managing/supporting a team (staff and/or volunteers).
- Excellent communication and interpersonal skills, with a calm, warm, and empathetic approach.
- Proven ability to support, guide, and mentor others in a pressured environment.
- Strong decision-making skills and the ability to remain composed under pressure.
- A thorough understanding of safeguarding principles, procedures, and thresholds.
- High level of integrity, professionalism, and commitment to confidentiality.
- Ability to work flexibly, including responding to short-notice issues.
- Strong organisational skills, with the ability to manage competing priorities during shifts.
- Commitment to equality, diversity, and trauma-informed practice.
Desirable Criteria
- Previous experience in a helpline, call centre, support service, or crisis response setting.
- Experience of rota management or shift-based supervision.
- Familiarity with helpline or case management systems.
- Experience of supporting staff wellbeing and reflective practice.
Values and Professional Standards
All staff are expected to:
- Uphold the principles of safety, empowerment, dignity, and respect.
- Work in a survivor-led, trauma-informed, and ethically grounded manner.
- Maintain high standards of professional conduct and accountability.
- Promote a culture of safeguarding, learning, and continuous improvement.
Application details
ACCESS NI (Criminal Conviction Checks for Regulated Activity Posts) The successful applicant will be subject to an Enhanced Access NI check. The Access NI Code of Practice is available to applicants on request. Having a criminal record does not automatically prevent a person being employed by Nexus NI.
A full, clean driving licence is required for this role due to the need to travel between locations as part of normal duties. We are committed to equality of opportunity and welcome applications from individuals with disabilities. If a disability prevents you from holding a driving licence, we will consider reasonable adjustments in line with our obligations. However, applicants should be able to demonstrate that they can meet the mobility requirements of the post through alternative means, such as access to public transport or other suitable travel arrangements.
This job description is not incorporated into the employees contract of employment. It is intended as a guide and should not be viewed as an inflexible specification. It may be varied from time to time in the light of strategic developments following discussion with the post holder.
To Apply Please send your CV to by 12th May at 12 noon.
Helpline Shift Lead TLNT1_NI in Belfast employer: Nexus NI
Contact Detail:
Nexus NI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpline Shift Lead TLNT1_NI in Belfast
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. The more comfortable you are with your answers, the more confident you'll feel during the actual interview.
✨Tip Number 3
Don’t forget to prepare some questions for your interviewer! This shows that you’re engaged and keen to learn more about the role and the team. Plus, it gives you a chance to assess if the job is right for you.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It’s also a great opportunity to reiterate your enthusiasm for the role and the company.
We think you need these skills to ace Helpline Shift Lead TLNT1_NI in Belfast
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Helpline Shift Lead role. Highlight any relevant leadership experience, especially in helpline or support settings, to show us you’re the right fit!
Showcase Your Communication Skills: Since this role requires excellent communication, use your application to demonstrate how you effectively communicate in high-pressure situations. Share examples that highlight your calm and empathetic approach.
Emphasise Your Decision-Making Abilities: We want to see how you handle tough decisions! Include specific instances where you’ve made sound judgements under pressure, especially in safeguarding or crisis scenarios.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your CV and ensures you’re considered for the role. Plus, you can find more info about us there!
How to prepare for a job interview at Nexus NI
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of the Helpline Shift Lead. Familiarise yourself with operational leadership, safeguarding principles, and the importance of effective communication. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in managing teams, especially in high-pressure environments. Think of specific examples where you've provided guidance or support to others. Highlight your decision-making skills and how you've handled complex situations, as this is crucial for the role.
✨Demonstrate Empathy and Communication
As a Helpline Shift Lead, you'll need excellent interpersonal skills. During the interview, showcase your calm and empathetic approach when dealing with distressing situations. Use examples from your past experiences to illustrate how you've effectively communicated with team members and service users.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and judgement under pressure. Practice responding to hypothetical situations related to safeguarding concerns or staffing challenges. This will help you articulate your thought process and reassure the interviewers of your capability to handle real-life situations.