Helpline Practice Manager

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Please note that this vacancy involves a hybrid arrangement of home and office working and therefore candidates will need to be within a commutable distance of our Belfast Helpline office.

What is the NSPCC vision?

At the NSPCC, our vision is to end cruelty to all children in the UK. Every childhood is worth fighting for. This is our belief. It drives us. And it's why our Services team never stop sharing our learning, information, advice and support with everyone who needs it.

It's a unique and ambitious mission - join us as a Helpline Practice Manager and create work that means the world.

What does the NSPCC Helpline do?

We are a fast-paced national Helpline which provides advice, information and support to members of the public and professionals who wish to access the NSPCC via telephone, email and social media.

Our priority is to empower the public to ensure children and young people are protected from harm. Showing empathy, sensitivity, and common sense, our dedicated teams provide emotional support and practical guidance to anyone who thinks a child may be at risk - or to those children and young people themselves.

What skills are we looking for?

You will use your significant experience in social care and safeguarding to support the Helpline Service Heads in delivering innovative frontline child protection advice and support services to members of the public and other safeguarding professionals. You will take a lead role in providing live support to staff from a variety of social care backgrounds.

To be successful in this role, you will need to have:

1. Ability to assess information received, risk and take appropriate action to safeguard children's welfare.
2. Knowledge of child development, families and parenting.
3. A strong understanding of current child legislation and practice guidance.
4. Experience in the provision of advice, counselling and providing assistance via telephone and in writing.
5. Ability to build relationships with various internal departments as well as external authorities.
6. Ability to work effectively as a coach and manager.
7. Good IT skills.

As an organisation committed to Equality, Diversity and Inclusion, you will understand the importance of racial and cultural difference, of disability and other protected characteristics to allow you to respond to a diverse user group.

What are the expected shifts at the NSPCC Helpline?

The Helpline operates a hybrid-working model, with an option that one in three weeks is worked from home; these will be a mix of day and evening shifts. IT equipment will be provided, but you will need to have an ergonomic workspace at home that will allow you to work confidentially and keep organisational information secure.

The NSPCC Helpline is operational every day and the post holder will be required to work a rota shift pattern that covers the period 7:30am-10pm on weekdays and 8am-7pm on weekends. This also includes working weekends and bank holidays.

What are the benefits for working at the NSPCC?

Our people are at the heart of everything we do, they are the reason we can keep working to protect children and prevent abuse. So, to ensure our employees feel happy, supported, and valued, we offer a range of fantastic benefits. Below are just a few:

1. Your salary is reviewed every year to ensure it's at least comparable with the UK's top 5 charities.
2. You are entitled to 29 days annual leave, plus bank holidays (if you work full-time). After 5 years this increases to 32 days!
3. We match your pension contributions up to 7%.
4. You have access to our online discount portal with over 3,000 discounts & offers.
5. You have access to our Wellness Hub which provides tools to support your wellbeing (Employee Assistance Programme, emotional resilience training, mindfulness resources and more!).

For any further information, please contact HelplinesRecruitment@nspcc.org.uk.

The NSPCC is committed to equality and diversity and wants to attract a range of talented people. The NSPCC fully supports the rights and opportunities of all staff to seek, obtain and hold employment and to enjoy equal employment opportunities without discrimination.