Support Line Supervisor

You're passionate about providing safe, compassionate support and enjoy helping others feel confident and valued in their work. With experience of supervising a helpline or similar frontline service, you're ready to use your skills in a role where your contribution really matters.

At Mermaids, our Support Line provides emotional support, information and guidance to trans, non-binary and gender diverse young people, their families and other important adults in their lives. As our services grow, you'll play an important part in supporting both the people who contact us and the staff and volunteers who make our services possible.

The role

Working alongside our Support Line Manager, you'll help oversee the day-to-day running of the service, providing guidance, encouragement and practical support to staff and volunteers. You'll help maintain a safe, welcoming and high-quality service while contributing to its ongoing development.

Your responsibilities will include:

• Supervising and supporting staff and volunteers, including regular one-to-ones, debriefs and opportunities for development
• Providing guidance on challenging or complex contacts, helping the team deliver safe and compassionate support
• Acting as a Duty Safeguarding Officer, responding to concerns, making referrals and escalating matters as appropriate
• Supporting volunteer recruitment, development and wellbeing
• Monitoring service quality and performance, providing constructive feedback and identifying opportunities for improvement
• Maintaining accurate records, contributing to reports and deputising for the Support Line Manager when needed

About you

You understand the importance of creating a positive, supportive environment, particularly when working with people experiencing distress or difficult circumstances.  With experience of supervising a helpline or similar frontline team, you're confident supporting colleagues, handling complex situations and making considered decisions.

You’ll also have experience of:

• Recognising, recording and escalating safeguarding concerns
• Reviewing service quality and providing constructive feedback
• Supporting staff and volunteer wellbeing through supervision and reflective debriefs
• Using data and performance information to support service improvements

You're organised, comfortable using digital systems and able to work independently as part of a remote team. You'll also have an awareness of issues affecting trans, non-binary and gender diverse young people and their families, alongside a commitment to safeguarding, confidentiality and inclusive practice.

Experience of volunteer recruitment or coordination would be helpful but isn't essential.

What we can offer you

Your work will make a meaningful difference, and it's important that you feel valued and supported in return.

As part of our team, you'll benefit from:

• A four-day working week, 32 hours, with remote working from within the UK
• 26.5 days' annual leave, increasing with length of service
• Flexible bank holiday arrangements, Christmas closure and birthday leave
• Employer pension contribution of 6%
• Access to a 24/7 GP service and employee assistance programme
• External supervision and a health cash plan covering eligible medical and dental costs

Flexible working arrangements and job share opportunities can also be explored.

Working arrangements: Some evening and weekend working will be required, alongside out-of-hours safeguarding cover.

Join us

Mermaids values different perspectives, backgrounds and experiences and is committed to creating an inclusive and welcoming environment.

We particularly encourage applications from people with direct or indirect lived experience, those with connections to the LGBTQ+ community, and people from groups currently underrepresented within our organisation, including Black people and people of colour, disabled people and trans people.

How to apply

Before applying, please take time to download and read the attached full Application Pack. It contains important additional information about the role, the experience needed and the application process to help you prepare your application.

·       Closing date: 18th November 2026 (applications are reviewed as they’re received)

·       Interviews: Remotely via Microsoft Teams W/C 30th November 2026

Note: We reserve the right to close early if an appointment is made before the closing date, so early applications are encouraged.