REF: NWM/754
We have 3 positions available
Post 1: 30 hours per week
Week 1: Mon, Thurs, Sat & Sun - 4.30PM - 12.30AM
Week 2: Mon, Wed, Thurs & Fri - 4.30PM - 12.30AM
Post 2: 30 hours per week
Week 1: Wed, Thurs, Fri & Sun - 2PM - 10PM
Week 2: Tues, Wed, Thurs, Sun - 2PM - 10PM
Post 3: 22.5 hours per week
Week 1: Wed 4.30PM - 12.30AM, Sat & Sun - 2PM - 10PM
Week 2: Wed, Thurs & Sun - 2PM - 10PM
Salary: £25,134 per annum, pro rata for part time hours
*This service operates 7 day per week, 365 days per year, there will be a requirement to work bank holidays and over the Christmas period on a rota basis. Employees will receive a double pay rate if working bank holidays, in addition you will receive an unsociable hours uplift 20% of employee single hourly rate when covering shifts between 10PM - 12AM/ midnight).
Location: REST Churchman House, 71 Bethel St, Norwich NR2 1NR. Parking available on site.
Norfolk and Waveney Mind Telephone Support Line provides advice, information and signposting to individuals seeking recovery focused, emotional and crisis support.
It is more than just a helpline; it is a safe haven where you can reach out, share your thoughts, and receive non-judgmental support from caring professionals, who genuinely understand the challenges you face.
Key Responsibilities:
Answer incoming calls and provide friendly, professional support to clients.
Assess the needs of callers and provide accurate information and guidance.
Document calls and maintain detailed records of interactions.
Collaborate with team members to resolve issues and improve service quality.
Ensure confidentiality and handle sensitive information with care.
Stay informed about our services and updates to provide the best support possible.
Experience:
Excellent verbal communication skills and a friendly demeanor.
Strong listening skills and the ability to empathize with callers.
Previous experience in a customer service or support role is preferred.
Proficiency in using computer systems and handling multiple tasks.
Ability to work independently and as part of a team.
To view the Job Description please click on link: JD Telephone Support Line Operative.pdf
Please note: The link to the job description (JD) may not work for all users due to system access restrictions. If you experience any issues accessing the JD, please contact: [email protected]
Closing date: This vacancy may close without prior notice once a sufficient number of applications have been received. Therefore, if you are interested, please submit your application as early as possible.
Individual Interview Dates will be confirmed for interviews
Recruitment Guidance for Candidates 2026.pdf
How To Apply
*Candidates are required to complete an application form, the link to the application form can be foundhere Norfolk and Waveney Mind - Application Form.docx once you have downloaded and completed the application form you will be required to upload your application form via the “Apply for this job”. If you need to contact us please contact the People and Culture Team on 01603 364913.
Norfolk and Waveney Minds Equity Statement
We welcome applications from people from all ethnicities, genders, sexual orientations, socio-economic classes, religions and disabilities. We also value and actively encourage applications from those with lived experience of mental health, recognising that your personal journey can bring unique insight and empathy that helps others feel heard, supported, and valued. At Norfolk and Waveney Mind, we are committed to fostering a diverse and inclusive environment where everyone passionate about mental health feels respected, valued, and supported.
Safeguarding Statement
Norfolk and Waveney Mind is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. Employment is subject to a satisfactory DBS check as well as other safeguarding checks.
Telephone Support Line Operative in Norwich employer: Norfolk and Waveney Mind
Norfolk and Waveney Mind is an exceptional employer, offering a supportive work culture that prioritises mental health and employee well-being. With opportunities for professional growth and development in the field of mental health support, staff are encouraged to make a meaningful impact in the community while enjoying flexible working hours in the vibrant city of Norwich.
