Helpline Team Leader

Helpline Team Leader

  • Employer - Mental Health Matters
  • Reference number - HL114
  • Sector - Charity
  • Department - Helpline
  • Location - Sunderland
  • Salary - £24,130 per annum
  • Duration - Permanent
  • Hours - Full time
  • Closing date - Monday, 19 February 2018


The Mental Health Helpline is a 24/7 telephone crisis management, support and information service. We provide confidential, emotional support to callers and provide information on a local and national services specific to mental health and other issues our services also include online support and texting. The Helpline is open 24 hours a day 365 days a year.

Responsible for the line management of a team of people, planning, patient focused monitoring and coaching team members to raise performance and contribution. Involvement with the HELPLINE Manager in setting and ensuring the delivery of KPIs and SLAs.

On both individual and team level to establish goals, performance expectations, objectives, measures and benchmarks to enable achievement of all operational targets.

Effectively build and maintain a high performing team – managing performance and providing team members with regular, constructive feedback about their performance and behaviour. Facilitate meaningful one to one reviews and appraisals. Where performance does not meet the required standard, ensure appropriate and consistent action is taken in line with MHM policies.

Veteran support experience is desirable along with an understanding of the issues faced by military personnel on leaving the armed forces. A Counselling Level 3 qualification or above would also be an advantage. 

For an informal discussion about the post, please contact Samantha Hirst on: 0191 516 3533

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