Telephone Support Line Team Leader

Telephone Support Line Team Leader
REF: NWM/491

​Hours & Salary
Full Time - 37.5 hours per week

Work Pattern:
Sunday 4pm - midnight
Monday - 2pm - 10pm
Tuesday - 2pm - 10pm
Wednesday - 4pm - midnight
Thursday - 4pm - midnight

​*This service operates 7 day per week, 365 days per year, there will be a requirement to work bank holidays and over the Christmas period on a rota basis. Employees will receive a double pay rate if working bank holidays, in addition you will receive an unsociable hours uplift 20% of employee single hourly rate when covering shifts between 10pm - 12.30pm-midnight)

​Starting Salary:​ £26,292 per annum increasing to £27,835 after a successful 6 month probation

​Location: REST Churchman House, 71 Bethel St, Norwich NR2 1NR. Parking available on site.

About Us
Norfolk and Waveney Mind is dedicated to supporting individuals experiencing mental health challenges. We provide a range of services aimed at promoting recovery, resilience, and wellbeing. As part of our commitment to excellence, we are looking for a passionate and skilled individual to lead our Telephone & Support Line team.

​Role Overview
As the Telephone & Support Line Team Lead, you will play a crucial role in ensuring that our support line operates effectively and provides high-quality, psychologically-informed support to individuals in crisis. You will lead a dedicated team of operatives, helping them navigate complex situations and supporting individuals to develop their own safety and coping strategies.

​Key Responsibilities
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Team Leadership: Ensure a supportive, well-organized, and responsive environment for telephone support line operatives.
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Crisis Support: Assist individuals in crisis to develop personalized safety plans and coping strategies through compassionate and meaningful telephone interactions.
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Collaboration: Work closely with other Hub services, GPs, and mental health teams to provide comprehensive support and referrals.
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Training & Development: Mentor team members, conduct supervisions, and assist in the training of new staff, fostering a culture of continuous learning.
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Service Evaluation: Evaluate the impact of interventions using agreed KPIs and report regularly to the REST Hub Manager on service performance.
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Record Keeping: Maintain accurate assessment records and manage the client management system effectively.
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Community Engagement: Build positive relationships with external organizations and referral pathways to enhance service delivery.

​Specific Duties
- Provide high-quality service reports, including operational statistics and risk management data.
- Support individuals in developing safety and recovery plans informed by psychological frameworks.
- Participate in team meetings and lead discussions when the Service Manager is unavailable, ensuring key actions are documented.
- Conduct quality checks and monitor call recordings for performance improvement.
- Collaborate with other services within the Central Community Wellbeing Hub for coordinated support.
- Carry out on-call duties to cover out-of-hours support as required.

Essential Qualifications and Skills:
- Experience in managing teams within a mental health or support services context.
- Strong understanding of mental health issues and the ability to respond effectively to individuals in crisis.
- Excellent communication and interpersonal skills, capable of building rapport with a diverse range of individuals.
- Proficient in IT systems for record-keeping and data management.
= Commitment to ongoing professional development and best practices in mental health support.

​Should you wish to have a friendly and informal chat about the role, please call Paul on 07596 859076, please leave a voicemail if you are unable to get through.

​Please note, there is no formal closing date for this vacancy. We will be reviewing applications and scheduling interviews as and when suitable candidates apply, so we encourage you to submit your application as soon as possible to avoid missing out on this exciting opportunity!

​How To Apply
​​*Candidates will be re directed to the Norfolk and Waveney Mind website to apply online. 

​Safeguarding Statement
​Norfolk and Waveney Mind is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. Employment is subject to a satisfactory DBS check as well as other safeguarding checks.