Head of Helpline and Service Delivery

The Cyber Helpline; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A growing charity organization based in the United Kingdom seeks a Head of Helpline and Service Delivery to lead and scale a mission-driven helpline. The role involves strategic leadership, operational oversight, and the development of robust service models while ensuring trauma-informed practices. Candidates should possess significant leadership experience in complex service environments and a passion for supporting victims of cybercrime. This is a unique opportunity to shape a critical service at scale.

Qualifications

• Significant leadership experience in a senior operational role within a helpline or similar.
• Strong understanding of QA, safeguarding principles, and operational risk.
• Experience managing multi-layered teams, ideally across remote environments.

Responsibilities

• Develop and implement a multi-year operational strategy for the Helpline.
• Lead day-to-day and long-term operations ensuring quality and responsiveness.
• Foster a supportive, trauma-informed and collaborative culture within the team.

Skills

Leadership experience

Operational management

Stakeholder management

Emotional intelligence

QA and compliance knowledge

Job description

Role Summary

The Cyber Helpline is a fast-growing, innovative charity that supports individuals impacted by cybercrime, digital fraud and online harm. As we enter our next stage of growth, we are seeking a senior operational leader to transform, scale and strengthen our Helpline service.

The Head of Helpline and Service Delivery will provide strategic and operational leadership across all aspects of service delivery - people, processes, quality, tooling and innovation. This role is accountable for the overall performance, resilience and impact of the Helpline, ensuring we offer exceptional trauma-informed and victim/survivor-centred support across channels.

This is an executive role requiring someone who can operate strategically while staying close to operational realities. You will lead managers, staff and volunteers, drive cultural and structural change, support growth of service models, deliver high-quality outcomes and ensure the Helpline is equipped to meet demand.

This opportunity is exciting for an experienced service-delivery leader to build a mission-driven Helpline at scale.

Key Responsibilities

Strategy & Service Direction

• Develop and deliver a multi-year operational strategy for the Helpline aligned with organisational goals.
• Shape the future service model, including workforce planning, channel strategy, automation and technology.
• Provide executive-level leadership and insight to the CEO, Executive Team and Trustees.
• Represent The Cyber Helpline externally with partners, regulators, law enforcement, funders and the wider sector.

Service Performance

• Lead the day-to-day and long-term operation of the Helpline, ensuring stability, quality, responsiveness and continuous improvement.
• Own and deliver KPIs, SLAs, performance dashboards and quality standards.
• Ensure effective processes, incident response, risk management and signposting and referral pathways.
• Oversee the helpdesk, telephony, triage, case-management processes and other service initiatives.

People, Culture and Capability

• Lead the team members across functions such as supervisors, case support, QA and training.
• Build a high-performing workforce of staff and volunteers, ensuring strong recruitment, onboarding, development, supervision and succession planning.
• Foster a supportive, trauma-informed and collaborative culture with clear expectations and accountability.
• Set and embed structures, role clarity, operational guidelines and communication frameworks across the Helpline.

Quality, Compliance and Risk

• Own the QA framework alongside the Case Support Team, ensuring consistent, accurate and compassionate support to victims and survivors.
• Work in partnership with the Head of Safeguarding to ensure compliance with safeguarding policy and strong practice across the team.
• Oversee high-risk escalations, operational risk identification and mitigation.
• Ensure compliance with internal policies, such as data protection and cybersecurity.

Service Development

• Lead service improvement initiatives, including redesigning processes, upgrading systems and embedding new technologies.
• Collaborate with data, product and technology teams to enhance automation, workflows and case-handling efficiency.
• Ensure the service evolves in response to threat trends, victim needs, and organisational strategy.
• Drive innovation in digital service delivery and multi-channel support.

Partnerships, Impact and Growth

• Work with stakeholders such as police, funders, commissioners, corporates and international partners to strengthen and expand our model.
• Support fundraising and business development opportunities by providing operational insight, impact reporting and case studies.
• Contribute to the expansion of the Helpline model into new geographies.
• Act as a senior ambassador for the service and organisation.

Internal Leadership and Collaboration

• Partner with operations, finance, safeguarding, comms and data teams to ensure integrated and effective organisational delivery.
• Contribute to organisational strategy, planning cycles, and Executive Team decision making.
• Lead or support cross-organisational projects where operational expertise is required.

Requirements

Candidates must be 18 years old or older and resident in the UK with the right to work in the UK. Successful candidates will need to have their background and criminal records checked, as they are likely to have access to sensitive personal data.

Essential

• Significant leadership experience in a senior operational role within a helpline, support service, contact centre, victim support environment or other complex service-delivery setting.
• Proven ability to scale a service, introduce new operational models and lead organisational change.
• Experience managing multi-layered teams (including volunteers), ideally across remote environments.
• Strong understanding of QA, safeguarding principles, operational risk, and compliance.
• Demonstrated ability to set KPIs, manage performance, analyse data and make evidence-informed decisions.
• Exceptional people leadership, communication and stakeholder-management skills.
• Experience improving processes, implementing new systems or delivering service innovation.
• High emotional intelligence with a calm, pragmatic approach to problem‑solving.
• Alignment with The Cyber Helpline’s mission and a commitment to victim-centred support.

Desirable

• Understanding of cybercrime, cybersecurity, online harms or digital victimisation.
• Experience working in a charity or volunteer-powered environment.
• Experience delivering training, public speaking or representing an organisation externally.
• Experience with helpdesk systems, CRM, or telephony/triage systems.
• Knowledge of trauma-informed practice.