Warrington, Warrington
£22,836 pro rata
Permanent, Full-time
Job description

Helpline Team Leader (30 Hours)
Birchwood, Warrington
£22,836 pro rata


Beat is looking for two Helpline Team Leaders to provide supervision, guidance and support to Helpline Advisors and Digital Volunteers on shift.

This is an exciting time to be joining the Support Services team with Beat looking to support more people than ever before due to the increase in demand of our services.

The role is varied and will include communicating and debriefing Helpline Staff and volunteers, planning and delivering internal training and promoting Beat’s Support Services through social media and at external events.


Beat’s Support Services currently include a telephone helpline, webchat, email, online peer support groups, support via social media messages and weekly peer support for carers through a telephone line called ‘Echo’.

This is a part time role, working 30 hours per week. The helpline is available 365 days a year and the Helpline Team Leader’s core working hours will be between 12pm and 8:30pm Monday-Friday and 4:30pm-8:30pm on weekends and bank holidays. 

Weekends are worked on a rota pattern with other senior members of the Helpline team.

Services are constantly being developed and services currently in development are pilots of a self-referral helpline, binge eating self-help support programme and also partnerships with other eating disorder charities worldwide to expand Beat’s Helpline operating hours is currently being planned.

The Helpline Team Leader role is busy and extremely varied, and it involves supervising Helpline staff and volunteers, making sure that the team is fully supported. Our volunteers are based from home, so it is essential that they are appropriately supported, and that the Helpline team make use of different technologies for communication including supervision and debrief.

To join us, you’ll need experience of supervising colleagues and ideally volunteers including giving and receiving constructive feedback to aid development. You will also have experience of providing support to members of the public, either in a customer service or healthcare setting, ideally obtained in a helpline or online environment.

Application Information

To apply, please select the apply button shown to download and complete the application form. Completed application forms should be uploaded by 10am on Monday 23rd September 2019.

If you have difficulty accessing or using this version of the application form or need to apply with a CV, please contact us before applying. Please note, we cannot accept CVs except by prior arrangement.

Shortlisted candidates will be informed by close of business on Friday 27th September 2019 interviews will take place on 1st & 2nd October 2019.

If you have not heard from us by this closing date, then please assume that your application has not been successful.

Please submit your application as soon as possible as we reserve the right to change the closing date of our vacancies.

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.

Additional Keywords: Helpline Team Leader, Helpline Manager, Helpline Supervisor, Helpline Team Manager, Helpline Team Supervisor, Customer Service Manager, Call Centre Team Lead, Helpline Lead.

Posted on: 11 September 2019
Closed date: 23 September 2019
Job ref: HKUDF2309/GW-RD-CC
Tags: Admin