Helpline Supervisor

Location: South West London (Central Office is based in Mortlake)
Contract Type: Permanent
Hours: Part time14 hours per week
Saturdays 14:00 pm - 22:00 pm plus 7 hours per week flexible hours (Flexible shift times are 9:30am-17:30pm, 10:00am-18:00pm, 14:30pm-22:30pm and 18:00pm-22:00pm daily)
Salary: £32,140 per annum pro rata (£18,365.71 actual)

ABOUT OUR CLIENT

Somebody goes missing in the UK every 90 seconds. Our client exists to ease the heartache experienced by those missing someone, and to help people who are away from home find their way back to safety. Their vision is for every missing child, adult and family left behind to find help, hope and a safe way to reconnect. They are a non-judgemental, highly skilled team of staff and volunteers working for everyone who needs us. They provide free, confidential support, help and advice by phone, email, text and live chat.

THE IMPACT YOU WILL HAVE

As a Helpline Supervisor you will oversee multiple volunteers delivering the service as well as delivering it yourself when no volunteers are on shift. You will supervise volunteers' delivery of the helpline channels - this will include simultaneous remote supervision of several volunteers across different platforms. You will provide feedback for volunteers to assist with their performance and development. You will respond to helpline service users via phone, email, text, 1to1 Chat and any other means of contact, and handle sensitive calls, deal with crisis intervention situations

This position is part of an award-winning helpline team providing crisis support to missing children, vulnerable adults - those who have run away or left home - and the families of missing people. The service operates 10am-10pm, 7 days a week, via multiple channels, currently including telephone, text and 1to1 Chat.

ABOUT YOU

You'll bring strong frontline experience, sound judgement and a calm, supportive approach. You will have:

• Right to work in the UK.
• Experience supporting children, young people and/or vulnerable adults by phone or digital channels;
• Experience and/or understanding of safeguarding vulnerable adults and young people.
• Experience of handling complex and sensitive calls and being able to deal with crisis intervention;
• Experience of providing online or text-based support, information or guidance such as SMS or messenger services
• High IT confidence, with the ability to work across multiple systems.
• Excellent written and verbal communication skills.
• Able to explain and provide guidance on procedures and systems to other people such as volunteers and colleagues

WHAT THEY OFFER

Working with our client means living their values. It's a place where people are encouraged to 'let fly' so you can 'make things happen'. They know you're more than just a job title, and 'be human' is an important value here. They are an independent charity that relies on donations.

For further details, please see attached job description/person specification and letter to applicants, once you click through to APPLY.

HOW TO APPLY

Please include your CV and a brief supporting statement that demonstrates how you are a good fit for this role. They look forward to receiving your application. They reserve the right to withdraw this advert early if they receive sufficient applications, so please apply promptly.

Closing date: 23:59 on 18 March 2026
Interviews: 25/26 March 2026
Start date: ASAP April 2026

You may also have experience in the following: Helpline Supervisor, Crisis Support Supervisor, Safeguarding Lead, Helpline Team Leader, Support Services Supervisor, Charity Helpline Manager, Crisis Intervention Worker, Family Support Worker, Vulnerable Adults Support Officer, Child Protection Practitioner, Call Centre Team Leader (Non-profit), Digital Support Coordinator, Volunteer Supervisor, Emotional Support Helpline Advisor, Safeguarding & Support Coordinator

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