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Helpline Supervisor - Online Chat

£30,740 p.a. pro rata (£12,296 actual)
Part-time (14 hours per week )
Job description
Helpline Supervisor - Online Chat

Contract: Fixed Term Contract
Salary £30,740 p.a. pro rata (£12,296 actual)
Hours: Part-time 14 hours per week • Friday 15:30 to 23:30 and 1 flexi shift per week 14:00 to 22:30 or 15:30 to 23:30 – choose from Monday, Tuesday, Wednesday, Thursday, Saturday, or Sunday depending on availability
Location: UK based. For remote shifts, you must have a suitable, private, and secure home working space to be considered for this role.  Occasional attendance at Missing People’s offices required in South West London (Central Office is based in Mortlake – 12 mins from Clapham Junction and 23 mins from Waterloo)

Closing date: 26 November 2023

About the role

This position is part of an award-winning helpline team providing quality support, guidance, and safeguarding to missing children, vulnerable adults – those who have run away or left home – and the families of missing people. Our online services start from 14:30, 7 days a week, via multiple channels. You will supervise Missing People’s online chat services including Is This OK? and Runaway Helpline . This involves managing multiple remote volunteers on shift as well as operating the service when needed. You will be supported by a team of Helpline Coordinators and Supervisors.

About you

•    Experience of work on a helpline, crisis, or advice service either as a volunteer or a paid worker and/or advice work with children, vulnerable adults, and/or families
•    A good understanding of the issues faced by children and young people, including those who are affected by child sexual exploitation or criminal exploitation
•    Excellent written communication skills
•    Able to maintain a calm and considerate approach, evaluate situations objectively, consult effectively, and give appropriate advice and guidance.

What you will get in return

You will find plenty of scope for further personal development including:  getting involved in volunteer supervision; training; e-learning; and hearing about the latest topics from some of our amazing partners. Working for Missing People means living our values.  It’s a place where people are encouraged to ‘let fly’ so they can ‘make things happen’. We know you’re more than just a job title, and ‘be human’ is an important value here.

About Missing People

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.

Missing People is a friendly and supportive place to work – it’s a welcoming, caring organisation that really makes a difference to vulnerable people throughout the UK. We offer a range of enhanced family-friendly benefits and are happy to talk about flexible working in most roles.

Benefits: Missing People is 14th on the Sunday Times “100 Best Not-for-profit Organisations to Work for” List 2019 and offers the below benefits: • 28 days annual leave per annum/pro rata plus bank holidays • Additional annual leave days awarded on length of service*• Company pension contribution• Life insurance (3 x salary)*• Employee Assistance Programme (EAP) including 24/7 support helpline• Interest-free Season Ticket Loans*• Additional maternity pay and leave*• Additional paternity pay*• Additional sick pay*• Eye care vouchers* available after probation period passed.

You will find attached a detailed job description and person specification, a letter to applicants from the line manager, and a summary of Missing People's Achievements 2023.

To apply, please ensure you include your CV and a brief cover letter explaining how you would be a good fit for this role.  We look forward to receiving your application.

You may have experience in the following: Helpline Advisor, Helpline Assistant, Helpline Worker, Support Line Manager, , Hotline Coordinator, , , Call Centre Supervisor, , Assistance Line Supervisor, , Support Centre Manager, Helpline Supervisor.

Posted on: 13 November 2023
Closed date: 22 November 2023 at 13:23
Job ref: REF-209783
Tags: Advice, Information