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: Competitive salary, flexible hybrid working, and a chance to make a real difference.
- Other info: Inclusive culture welcoming diverse applicants, with excellent career growth opportunities.
- Why this job: Shape a life-saving service and support volunteers while driving meaningful change.
- Qualifications: Experience in helpline or digital support services and strong communication skills.
The predicted salary is between 49000 - 49000 £ per year.
Help shape a life-saving service – and take it to the next level. 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. At Samaritans, human connection is at the heart of everything we do. We do not use AI at any stage during the selection process. Your application will always be carefully reviewed by the recruiting manager or a member of the Talent Attraction Team.
Applications close: 9am on Monday 29th June. Online interviews: w/c 13th July. Please note there may be a second stage following online interviews. It will be in person in our office in Surrey (KT17 4AA).
Service Manager – Online Chat in Surrey 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'll not only lead a vital team dedicated to saving lives but also enjoy flexible hybrid working arrangements, 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.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager – Online Chat in Surrey
✨Get Involved Locally
Dive into local volunteer opportunities or social initiatives. This not only beefs up your CV but also connects you with like-minded folks in nonprofits. Plus, it shows your passion for social impact, which is key for getting noticed by Samaritans.
✨Tap into Professional Networks
Join networks like the National Council for Voluntary Organisations (NCVO) or local charities to meet professionals in the sector. Attend events and workshops to build relationships and learn about potential openings at organisations like Samaritans.
✨Showcase Your Commitment
When prepping for interviews, be ready to speak about your personal connection to social issues. Dive into specific examples of how you’ve contributed to community projects – this will resonate with the mission-driven vibe at Samaritans.
✨Utilise Online Platforms
We’re all about making connections, so use platforms like Idealist and CharityJob to hunt for full-time roles. And of course, you should keep an eye on our website for exciting opportunities at Samaritans. Apply directly through us to stand out!
We think you need these skills to ace Service Manager – Online Chat in Surrey
Some tips for your application 🫡
Show Your Passion for the Cause:In the nonprofit sector, it's super important to demonstrate genuine passion for the mission of Samaritans. Use your cover letter to showcase any personal experiences or volunteer work that connects you to their social impact initiatives. This emotional connection can really help your application stand out.
Highlight Relevant Experience:When crafting your CV, be sure to include any relevant projects or roles that showcase your skills in social impact. Whether it's community organising, fundraising, or advocacy, highlight what you've done and the difference it's made. Don’t just list tasks; quantify your achievements and the outcomes of your efforts.
Tailor Your Documents to the Role:For a full-time role like Service Manager – Online Chat, ensure your CV and cover letter specifically address the responsibilities outlined in the job description. Use their language to describe your skills and experience, making it easy for the hiring team to see how you fit into their vision.
Emphasise Teamwork and Collaboration:Nonprofits thrive on teamwork, so make sure to emphasise your collaborative experiences. Whether you've worked in a team setting, partnered with community organisations, or facilitated group projects, highlight these experiences in your application. Show them you understand the importance of working alongside diverse individuals to achieve shared goals.
How to prepare for a job interview at Samaritans
✨Show Your Passion for Social Change
When we’re prepping for interviews in the nonprofit space, it's vital to demonstrate our genuine passion for social impact. Be ready to discuss not just your skills and experiences but also why you care about the mission of Samaritans. Sharing personal stories or insights can really make us stand out.
✨Highlight Project Experience
We should focus on specific projects we've worked on that align with the goals of social impact. Whether that’s a community initiative, volunteering, or a class project, having solid examples that showcase our role and the outcomes will resonate well with the interviewers.
✨Familiarity with Relevant Tools and Practices
Let’s brush up on tools and methodologies commonly used in the nonprofit sector, like project management software or outcome measurement frameworks. Being able to speak fluently about these will show that we’re not just passionate but also knowledgeable and ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that evaluate our problem-solving skills in real-world social issues. Think about how we’d handle challenges in the nonprofit environment and prepare stories that demonstrate our critical thinking and adaptability. Role-playing with a friend could help us feel more confident!
