Telephone Support Line Team Leader

REF: NWM/755 Hours: Part Time 30 hours per week Work Pattern Week 1: Monday 4:30PM -12:30AM / Tuesday 2PM - 10PM / Wednesday & Friday 4:30PM - 12:30AM Week 2: Monday 4:30PM - 12:30AM / Tuesday 2PM - 10PM / Saturday & Sunday 4:30PM - 12:30AM

• 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 - 12AM/ midnight) Starting Salary: £26,818 per annum increasing to £28,392 after a successful probation. The salary quoted is for full time hours, salary will be pro rata for part time hours) 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 Team Leadership: Ensure a supportive, well-organized, and responsive environment for telephone support line operatives. Crisis Support: Assist individuals in crisis to develop personalized safety plans and coping strategies through compassionate and meaningful telephone interactions. Collaboration: Work closely with other Hub services, GPs, and mental health teams to provide comprehensive support and referrals. Training & Development: Mentor team members, conduct supervisions, and assist in the training of new staff, fostering a culture of continuous learning. Service Evaluation: Evaluate the impact of interventions using agreed KPIs and report regularly to the REST Hub Manager on service performance. Record Keeping: Maintain accurate assessment records and manage the client management system effectively. Community Engagement: Build positive relationships with external organizations and referral pathways to enhance service delivery. Specific Duties
• 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. To view the Job Description please click on link: JD Telephone Support Line Team Leader July 2024.pdf Please note: The link to the job description (JD) may not work for all users due to system access restrictions. If you experience any issues accessing the JD, please contact: peopleadmin@norfolkandwaveneymind.org.uk Closing date: This vacancy may close without prior notice once a sufficient number of applications have been received. Therefore, if you are interested, please submit your application as early as possible. Individual Interview Dates will be confirmed for interviews Recruitment Guidance for Candidates 2026.pdf How To Apply
• Candidates are required to complete an application form, the link to the application form can be found here Norfolk and Waveney Mind - Application Form.docx once you have downloaded and completed the application form you will be required to upload your application form via the “Apply for this job”. If you need to contact us please contact the People and Culture Team on 01603 364913.