Helpline Services Manager

The YoungMinds Parents Helpline provides parents and carers with life-changing information, advice and support, and we are looking for a Service Manager to join our incredible team. This is an exciting, challenging and critical role, which will lead and support the helpline team in delivering a safe, high-quality, culturally competent and inclusive service to thousands of parents/carers.

You will work closely with the helpline management team to ensure all helpline channels (including telephone, webchat and email) are adequately resourced, and advisers are providing high-quality support to parents/carers who have concerns for their child’s mental health. You will use helpline data and evaluation insight to respond to demand, identify key themes, make continuous improvements to service delivery, and contribute in the strategic shaping and implementation of service development plans.

You will ensure that the Parents Helpline team is accountable to the organisational Anti-racism, Justice, Equality, Diversity and Inclusion (AJEDI) action plan, and lead in ensuring that the service continues to increase cultural competency, accessibility and inclusivity, with a particular focus on supporting service users from Black and minoritised communities.

You will provide line management support to helpline team members including staff, regularly review policy, and ensure the helpline operates in accordance with organisational procedures. You will contribute to the review and development of helpline content, provide expert opinion and relevant information from the helpline to a variety of stakeholders, and represent the service at both internal and external events. You will be a Lead Safeguarding Officer for the organisation, and provide direct safeguarding support to the service when needed.

• proven experience of managing operational aspects of a helpline service that provides advice and guidance to service users
• experience of managing a staff team
• experience of delivering high-quality safeguarding work, and making referrals to statutory agencies as required
• demonstrable knowledge and understanding of how to promote diversity and inclusion within processes, services or teams
• understanding and awareness of AJEDI

This post is offered as a 12 month fixed term contract.

We welcome applications from Black and minoritised, LGBTQIA+ groups and those with disabilities, as they are currently under-represented.

We hope that you would like to join us at a very exciting stage of our growth and development. You’ll be joining a bright, dynamic team who have a passion for supporting our ambitions.