At a Glance
- Tasks: Lead the Online Chat service, ensuring safe and effective support for those in distress.
- Company: Join Samaritans, a compassionate organisation dedicated to saving lives through emotional support.
- Benefits: Enjoy flexible hybrid working, competitive salary, and a supportive team environment.
- Other info: Be part of a diverse team committed to inclusion and continuous improvement.
- Why this job: Make a real impact in suicide prevention while developing a vital online support service.
- Qualifications: Experience in service coordination and strong communication skills are essential.
The predicted salary is between 47000 - 47000 £ per year.
At Samaritans, our vision is that fewer people die by suicide. Every day, our volunteers and staff provide life-saving emotional support to people in distress, and behind that work is a culture built on compassion, inclusion, learning and human connection.
This is an exciting opportunity to play a key role in shaping the future of Samaritans developing Online Chat service. Online Chat enables volunteers to provide real-time emotional support to people in distress through a written word, digital channel helping us reach more people who may not otherwise seek support. Currently operating on limited hours, the service is entering an important phase of development as we strengthen its foundations, improve service delivery and work towards our ambition of growing into a 24/7/365 service alongside our Helpline.
The Online Chat Service Manager will have the opportunity to lead the day-to-day delivery of this life-saving service and influence how it evolves whilst ensuring it remains safe, effective and positive for both callers and volunteers. If you’re energised by making services better, supporting volunteers, and using insight to drive change—this role offers real purpose and impact.
Contract: £45,000 - £49,000 per annum plus benefits
Full time: 35 hours per week
Permanent
Hybrid working: with travel to Ewell office and occasional travel to branches and other locations related to the role
In-person working: Meeting in person and working collaboratively are things we value. We ask you to work in person around 2 days or more per month. We are passionate about flexible working—talk to us about your preferences.
About the role: This is a pivotal role at the heart of our growing Online Chat service. You’ll lead daily operations, working closely with volunteers, branches and stakeholders to create a safe and positive experience for everyone who engages with the service.
What You’ll Do:
- Lead the day-to-day delivery of the Online Chat service, ensuring it operates safely, effectively, and in line with agreed service standards.
- Monitor service performance and service user/volunteer experience, using data and insight to identify trends and drive continuous improvement.
- Support the safe and sustainable expansion of the service, including onboarding new branches and supporting their readiness to deliver Online Chat.
About You: You are a collaborative, data-driven and operationally focused professional who thrives in complex environments and is passionate about delivering high-quality, safe support services. You’re someone who can turn insight into action—using data, research and feedback to improve services, embed best practice and support sustainable growth. You’re equally comfortable managing day-to-day pressures as you are contributing to longer-term development and scale-up. Crucially, you’re a strong relationship-builder and communicator, able to engage volunteers and senior stakeholders alike, while maintaining a clear focus on performance, risk management and continuous improvement.
What You’ll Bring:
- Experience running or coordinating services in complex environments.
- Background in helpline, online chat or digital support services.
- Proven ability to drive service improvement using data and insight.
- Strong stakeholder and volunteer engagement skills.
- Good understanding of risk, quality and safeguarding.
- Experience supporting service growth or change initiatives.
- Excellent communication and organisational skills.
At Samaritans, you’ll be part of a people-first organisation deeply committed to inclusion, compassion and learning. You’ll contribute to a team where your voice matters, your expertise makes a difference, and your work helps save lives. We welcome applications from individuals with lived experience and encourage those from underrepresented communities to apply. We are committed to creating an environment where all our people feel seen, heard and supported.
You’ll join a values-led organisation with a powerful mission and a collaborative culture. We offer flexible hybrid working, excellent benefits, and the chance to make a tangible difference in suicide prevention across the UK and Ireland.
If this sounds like the opportunity for you, please apply. You will be asked to answer some short application questions and to upload your CV and cover letter.
Applications close: 9am on Monday 29th June
Online interviews: w/c 13th July
Service Manager – Online Chat in Ewell employer: Samaritans
At Samaritans, we pride ourselves on being a people-first organisation that champions inclusion, compassion, and continuous learning. As a Service Manager for our Online Chat service, you will not only lead a vital initiative aimed at saving lives but also enjoy a flexible hybrid working environment, excellent benefits, and the opportunity to make a meaningful impact in suicide prevention across the UK and Ireland. Join us in a collaborative culture where your voice matters and your expertise can truly make a difference.
