Interim Helpline Manager

Interim Helpline Manager

A leading national healthcare charity is seeking an exceptional Helpline Manager for a 6-month interim contract.

Position: Interim Helpline Manager

Location: Hybrid - 2-3 days per week in the Northampton office (reducing after a settling in period)

Contract: Full-time, 37.5 hours per week.

Salary: £40k per annum plus excellent benefits

About the role:

As Interim Helpline Manager you will support and lead the helpline team.

Some other key responsibilities include:

Management of the helpline team.
Coach the Helpline Advisors to help them achieve their full potential, supporting growth and development on an ongoing basis.
Ensure the Helpline is operational and available by managing resource effectively.
Support with options appraisal and delivery of the helpline service redesign plan.
Develop training and continuous learning and development opportunities to meet the needs of incoming enquiries.
Develop and maintain effective monitoring and measurement to demonstrate the outputs and effectiveness of the service and its impact.

About you:

To be successful in this role you will need:

Strong leadership skills, including performance management, training and team development.
Experience of managing staff and volunteers in a helpline or other information and/or emotional support service within a relevant context (health or social care/patient support).
Proven ability to care for the whole person, offering support, recognising signs of compassion fatigue and enabling well-being of team members.
Experience in setting and maintaining professional boundaries.
Demonstrated critical thinking skills and creativity with excellent verbal and written communication skills.
The ability to identify themes and develop insights to inform service improvement.
The ability to demonstrate a proactive, innovative, collaborative approach and a commitment to delivery excellence.

Other roles you may have experience of could include: Helpline Manager, Senior Helpline Assistant, Helpdesk Manager, Senior Helpdesk Assistant, Support Desk Manager, Centre Manager, Helpline Support, Helpdesk Supervisor, Customer Care Manager, Service Desk Manager, Customer Service Manager.