Helpline Manager

WEBRECRUIT; Milton Keynes; Hybrid; GBP 37,000; Part time

Job description

Helpline Manager
Milton Keynes, Buckinghamshire (with hybrid working – a minimum of one day a week in the office)

Why join this organisation?

Our client provides support and information to people living with degenerative brain diseases. These rapidly progressing neurological conditions are caused by the premature loss of nerve cells in certain parts of the brain, and like many other chronic conditions, there is currently no cure. However, many of the symptoms can be managed, and our client’s mission is to provide everyone affected with degenerative brain diseases with information and support to enable them to lead the best possible life they can.

They also fund research into diagnosis and treatments, relying almost entirely on voluntary donations.

They are now looking for a Helpline Manager to join them on a part-time, permanent basis, working 21 hours per week.

What our client offers

1. Salary of £21,709 for 21 hours per week (FTE £36,182.66)
2. 28 days’ annual leave plus bank holidays – pro-rated for part-time roles
3. Pension scheme
4. Employee Assistance Programme

How your role contributes

As the Helpline Manager, you will lead the delivery and development of a vital lifeline for people living with degenerative brain diseases. You’ll ensure that everyone reaching out for help is met with timely, compassionate, and expert support — putting their needs and voices at the very heart of services.

Managing a team of six Helpline Care Navigators and supporting volunteers, you’ll lead recruitment and training to ensure the helpline runs smoothly and sustainably, while nurturing a strong, person-centred team culture.

Through data-driven insights, you’ll continuously evaluate and improve the service, championing accessibility, safeguarding and inclusion in all aspects of delivery.

Additionally, you will:

1. Develop policies and procedures to ensure best practice in advice and support
2. Represent helpline users in our client’s magazine and editorial planning
3. Collaborate with senior leadership to design new services that address unmet needs

What our client needs from you

To join our client as a Helpline Manager, you will need:

1. Experience of operational management in a helpline/call centre environment
2. Experience managing a team and supporting their professional development
3. Experience working with service users and volunteers across different mediums, including online
4. Experience of regular service data reporting, analysis and evaluation
5. Knowledge of the issues for people living with a neurological condition and their carers
6. Knowledge of safeguarding practices
7. The ability to manage difficult questions, emotions, and situations in a calm and confident manner

The closing date for this role is 28th April 2025. Interviews will be held on the 6th & 7th of May 2025.

Webrecruit and our clients are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

So, if you’re looking for a role where you can make a real difference as a Helpline Manager, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.