Service Manager - Online Chat

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

Full Job Description and Person Specification below

Why Samaritans?

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.

For further information about Samaritans, including our charity structure, values, employee benefits, and application process, please read our recruitment brochure available below. You can also visit our careers website to access this.

We recognise the enormous benefits and the social justice imperatives of ensuring diversity at every level of our organisation. Samaritans is wholly committed to inclusion and diversity and to building a culture and environment where everyone is appreciated for the unique person they are. To ensure Samaritans is representative of those we support and who support us, we particularly welcome applications from disabled, racialised minority and LGBTQ+ candidates, as these people are under-represented at Samaritans.

Apply now

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.

We kindly ask that you avoid using AI tools to generate your application or interview answers. We want to hear your own ideas, insights, and writing style so your unique strengths can shine through. We recognise that some candidates may use assistive technology or tools to help with accessibility, structure or grammar.

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).