At a Glance
- Tasks: Lead a 24/7 helpline, providing support and guidance to operators.
- Company: Join a dedicated team focused on safeguarding and service excellence.
- Benefits: Fixed-term contract with opportunities for training and development.
- Other info: Flexible hybrid working with various shifts available.
- Why this job: Make a real difference by supporting those in crisis and leading a passionate team.
- Qualifications: Experience in helpline management or safeguarding is a plus.
The predicted salary is between 30000 - 40000 £ per year.
- Hours
- 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)
Hybrid role with various shifts within each operating window
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 31 st March 2029)
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 elevate 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.
DSA Helpline Shift Lead employer: Nexus NI
Nexus is an exceptional employer dedicated to making a meaningful impact in the lives of victims and survivors of sexual abuse and abusive relationships. With a strong commitment to employee growth, we offer a supportive work culture that values professional development and collaboration across diverse settings in Northern Ireland. Our hybrid working model allows for flexibility, ensuring that our team can effectively contribute to vital education and prevention initiatives while maintaining a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land DSA Helpline Shift Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nexus NI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nexus NI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace DSA Helpline Shift Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nexus NI:Your cover letter is your chance to shine! Tell us why you want to work at Nexus NI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nexus NI!
How to prepare for a job interview at Nexus NI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
