Head of Helpline and Reconnections - National Charity

Head of Helpline and Reconnections - National Charity

Full Time - 35 hours per week.

£50,000 per annum

Permanent

Closing date: 1st November 2026 23:59. We reserve the right to close the vacancy early in the event of a very large number of applications, so Apply Now!

ABOUT US

Somebody goes missing in the UK every 90 seconds. Missing People 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. Our vision is for every missing child, adult and family left behind to find help, hope and a safe way to reconnect. We are a non-judgemental, highly skilled team of staff and volunteers working for everyone who needs us. We provide free, confidential support, help and advice by phone, email, text and live chat. We coordinate a UK-wide network of people, businesses and media to join the search for the estimated 170,000 people who go missing each year. Missing People aims to put people with lived experience at the heart of our work, amplifying their voices to achieve change. Working for Missing People means living our values. It’s a place where people are encouraged to ‘let fly’ so you can ‘make things happen’. We know you’re more than just a job title, and ‘be human’ is an important value here.

THE IMPACT YOU WILL HAVE

As Missing People's Head of Helpline and Reconnections you will lead a vital part of the charity's frontline services. The charity’s SafeCall and Missing People helplines operate 7 days a week, providing crisis support and signposting to young people and adults who are missing or at risk of going missing, and to people whose loved one is missing. The staff and volunteer team offers confidential support via SMS, WhatsApp, phone, chat and email. The charity’s Lost Contact tracing service provides a safe way for families to reconnect after losing touch.

You will be responsible for ensuring that services are high quality, safe, accessible and inclusive and meeting the needs of the people who contact the charity for support. You will lead a team of staff and volunteers, ensuring they are equipped with the knowledge and skills they need for this complex work and are well supported.

For more detailed information please see the attached job description/person specification, and a letter from the line manager.

ABOUT YOU

As well as having the right to work in the UK, you will have:

Experience:

• Significant experience of leading high quality, trauma-informed helpline support services to children and adults;

• Significant experience of working in a service delivery team at a senior level;

• Demonstrable experience of safeguarding children and adults at risk of harm;

• Managing services providing confidential help and support to people who are subject to marginalisation and discrimination;

• Strong team leadership experience;

• Proven ability to develop staff and volunteers;

Abilities:

• Expertise in best practice in helpline support, able to advise on contact care strategies, confidentiality and safeguarding;

• Knowledge of the risks faced by missing and exploited children and young people and missing adults;

• An understanding of the impact on families of having a missing loved one;

• An understanding of trauma-informed practice.

Criminal Record Check:

• An Enhanced DBS check will be required for the successful applicant.

WHAT YOU WILL GET IN RETURN

Would you like to work for a welcoming, caring organisation which makes a difference to people affected by the issue of missing throughout the UK?

Missing People is a friendly and supportive place to work. Working for Missing People means living our values. It’s a place where people are encouraged to ‘let fly’ so you can ‘make things happen’. We know you’re more than just a job title, and ‘be human’ is an important value here. You will find plenty of scope for personal development including: getting involved in cross-charity projects; leadership development or volunteer supervision; training; e-learning; and hearing about the latest topics from some of our amazing partners. We offer a range of enhanced family friendly benefits. We are happy to talk about flexible working in many of our roles.

HOW TO APPLY

If you want to be a lifeline when someone goes missing, click apply to read the full job description, and a letter from the Director of Services. We look forward to receiving your application.

Include your CV and a brief covering letter explaining how you would be a good fit for this role.

DATES

Closing date: 1st November 2026 23:59. We reserve the right to close the vacancy early in the event of a very large number of applications, so Apply Now!

Interviews: 5th November 2026

Start date: As soon as possible

You may also have experience of or be interested in: Head of Services, Head of Support Services, Head of Service Delivery, Head of Frontline Services, Head of Safeguarding, Director of Services, Associate Director of Services, Helpline Manager, Senior Helpline Manager, Service Manager, Senior Service Manager, Contact Centre Manager, Crisis Support Manager, Safeguarding Manager, Operations Manager, Head of Operations