Head of customer engagement jobs in Newcastle

Nightstop Coordinator (Whitley Bay)

If you’re ready to make a real difference and thrive in a team that supports your growth, we’d love you to join us.

Locations: Regional Office (Whitley Bay Hub) - North East

Salary: £24,136 per annum

Closing Date: 06 April, 2026

Employment Type: Permanent

Hours per week: 37.5

About the Role

As a Nightstop Coordinator, you’ll be the first point of contact for young people facing homelessness—assessing needs, coordinating safe emergency placements, and guiding them toward longer‑term support. It’s a fast‑paced, people‑focused role where every decision you make helps keep a young person safe and heard.

You’ll also nurture strong relationships with referral partners, support and motivate our volunteer hosts, and help grow our Nightstop network across the North East. If you’re organised, calm under pressure, and driven by compassion and inclusion, this is your chance to create meaningful impact every single day.

Key deliverables:

Supporting Young People

• Be the first point of contact for people experiencing homeless and referral partners, providing advice and signposting.

• Conduct needs and risk assessments with potential Nightstop guests.

• Arrange the logistics of a guest’s stay with a volunteer.

• Work with guests and referral partners to offer support and opportunities for longer term accommodation.

• Provide support to guests and volunteers through a 24 hour on call phone service.

• Ensure the safety and wellbeing of guests and volunteers in the service at all times.

• Comply with data protection and information sharing protocols.

Marketing and Stakeholder Management

• Attend meetings and events and manage relationships with referral partners and other stakeholders.

Administration

• Maintain up to date records on all guests and volunteers.

• Support with the creation of reports.

• Support with financial payment and recording systems.

Volunteer Recruitment, Promotion and Engagement

• Develop promotion plans with the aim of recruiting Nightstop volunteers

• Effectively onboard new Nightstop volunteers in a timely manner

• Support current volunteers and continue to engage them with the service by providing updates and involvement opportunities

• Complete the necessary health and safety checks with new and current volunteers

Other

• Be an active member of the team, collaboratively effectively and work closely with your line manager.

• Undertake further duties as commensurate to the role identified by your line manager.

• Provide support outside of office hours on some evening and weekends.

What we are looking for from you (Person Specification)

When completing your application form please address all the points set out below.

• Excellent customer service skills and telephone manner.

• An understanding of the needs of people who experience homelessness, the problems they face and the resources available to address their support needs.

• Experience of working with vulnerable people or people experiencing homeless.

• Understanding of current housing and homelessness legislation, including entitlement to welfare provision.

• Experience of writing, implementing and evaluating Risk Assessments.

• An ability to demonstrate clear understanding of safeguarding requirements and procedures and follow them through to conclusion.

• Commitment to promoting health and safety of yourself and others.

• An ability to work in an organised manner and arrange placement logistics.

• Experience of collaborative working with a range of internal and external stakeholders.

• Experience of maintaining administrative systems, good literacy, numeracy and IT skills.

• Experience of working under pressure with the ability to respond to conflicting demands.

• Ability to find creative and positive solutions to problems, using own initiative.

• Understanding of professional boundaries and ability to maintain them.

• Ability to effectively reflect on own practices for ongoing learning and development.

• Willingness to be part of a 24 hour on-call rota.

• Willingness to work outside office hours including some evenings and weekends.

• Commitment to working in a manner which promotes diversity and equality, ensuring that everyone is treated with respect and dignity and no one suffers from discrimination.

• Respect for the values and ethos of Depaul.

What You’ll Receive

• Tailored training and development

• Flexible working options where suitable

• 26 days annual leave, rising with service

• Family‑friendly leave policies

• Pension scheme with employer contributions up to 7%

• Employee Assistance Programme with 24/7 GP access

• Discounts across retail, travel, food, fitness and more

• Cash health plan for you and your family

• Death‑in‑service benefit

• Access to legal and practical support

Safer Recruitment

Depaul UK is committed to fair and inclusive recruitment, and we welcome applications from people of all backgrounds. If a role requires it under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975, we will carry out the appropriate Disclosure & Barring Service (DBS) check. We only look at information that is relevant to the role, and a criminal record will never be treated as an automatic barrier to employment. All DBS information is handled sensitively, confidentially and in line with the DBS Code of Practice, and we encourage applicants to discuss any concerns with us openly.

About Depaul UK

In the 1980s, high unemployment and steep inflation was contributing to a shocking rise in youth homelessness across London. Thousands of young people were sleeping rough every night, with many areas notoriously dubbed “cardboard cities” due to the visible rise in street homelessness. Appalled by the scenes playing out across the capital, a group of people came together to tackle the challenge head on. Led by Cardinal Basil Hume and Mark McGreevy OBE, in 1989 Depaul UK was born.

What began as a single housing project in North London soon expanded across London, Greater Manchester and the North East of England. Today, Depaul UK provides accommodation, prevention and support services to thousands of marginalised young people across the UK each year.

As our name suggests, the work of Depaul UK has been inspired by St. Vincent de Paul – a man who devoted his life to helping vast numbers of people throughout the 17th century. St. Vincent de Paul’s belief in the intrinsic worth of all people and his commitment to taking bold action remain central to our values today. Depaul UK now forms part of a family of Depaul charities around the world. We each focus on the specific challenges in our own countries, but we’re united by our shared values and mission to end homelessness.