Helpline and Support Services Manager

THE PSP ASSOCIATION; Milton Keynes; Hybrid; GBP 41,000; Part time

Job summary

A leading organization is seeking a Helpline and Support Services Manager to lead a team dedicated to providing quality support for individuals and families affected by Progressive Supranuclear Palsy (PSP) and Corticobasal Degeneration (CBD). This permanent part-time position involves responsibilities ranging from team management to developing innovative support services, aiming to make a significant impact in the lives of those with rare neurological conditions.

Benefits

Employer contribution to a workplace-defined pension scheme

28 days annual leave plus bank holidays (pro-rata)

Employee Assistance Programme (UK Healthcare)

Qualifications

• Proven experience in managing a helpline or support service.
• Strong interpersonal skills for working with individuals affected by complex health conditions.
• Sound understanding of safeguarding responsibilities.

Responsibilities

• Lead and inspire a team of 6 Helpline Care Navigators and volunteers.
• Design tailored support groups and monitor service quality.
• Collaborate with internal teams to influence policy and improve services.

Skills

People management

Communication

Team development

Empathy

Data-driven decision making

Job description

Reports to: Director of ServiceImprovement and Development

Responsible for: 6 Helpline CareNavigators (HCNs)

Location: Hybrid – minimum oneday per week in Milton Keynes office, remainder from home

Hours: 28 hours per week (someevening and weekend hours may be required)

Salary: £32,400 per annum (FTE £40,500)

Contract Type: Permanent,Part-Time

Benefits:

• Employer contribution to a workplace-definedpension scheme
• 28 days annual leave plus bank holidays (prorata)
• Employee Assistance Programme (UKHealthcare))

Make a Difference Every Day

At PSPA, we support people living with ProgressiveSupranuclear Palsy (PSP) and Corticobasal Degeneration (CBD)—two rare andcomplex neurological conditions. As our Helpline and Support ServicesManager, you’ll lead a small, passionate team dedicated to providinghigh-quality support to individuals and families at critical moments in theirlives.

This is more than a management role—it’s a chanceto drive real change, improve lives, and lead a service that’s a lifeline formany across the UK.

What You’ll Be Doing:

• Lead and Inspire: Manage andsupport a team of 6 Helpline Care Navigators (including posts based in Scotlandand Wales), and a team of volunteers providing out-of-hours support.
• Deliver Impact: Ensure peopleaffected by PSP & CBD receive timely, empathetic, and accurate support andinformation.
• Enhance Support Services:Design and deliver tailored support groups, including groups for carers andpeople who are newly diagnosed.
• Champion Service Quality:Monitor performance, gather data, and use insights to shape and improve servicedelivery.
• Promote Inclusion & Safety:Ensure all services are accessible and comply with safeguarding and equalitystandards.
• Lead in Safeguarding: Act asDeputy Safeguarding Lead, maintaining a safe and supportive environment for allservice users.
• Collaborate & Influence:Work with internal teams to ensure service user voices influence policy,communications, and PSPA publications.

Key Responsibilities:

• Line manage, develop, and support the helplineteam and volunteers.
• Lead the planning, delivery, and evaluation ofsupport services.
• Work with the Volunteer Coordinator to deliverevening helpline services.
• Develop and implement policies to ensure safe,effective, and evidence-based service delivery.
• Ensure all work reflects the lived experience ofpeople affected by PSP & CBD.
• Support the creation of new services and resourcesbased on community need.
• Contribute to the editorial direction of PSPA’smagazine, ensuring it reflects service users' perspectives.
• Deputise for the Director of Service Improvementand Development, including leadership responsibilities and safeguardingoversight.

Person Specification

Essential Skills & Experience:

• Proven experience in managing a helpline, support,or care service.
• Strong people management and team developmentskills.
• Excellent communication and interpersonal skills—empathetic,clear, and confident.
• Experience working with people affected by complexhealth or neurological conditions.
• Sound understanding of safeguardingresponsibilities and procedures.
• Ability to use data and insights to monitor andimprove services.
• Skilled in designing and facilitating supportsessions or groups.
• Comfortable working independently, flexibly, andacross remote/hybrid teams.
• Confident IT user, including case management andreporting systems.
• Familiarity with equality, diversity, andinclusion best practices in health or care settings.

Desirable:

• Experience of managing volunteers or out-of-hoursservices.
• Knowledge of PSP, CBD, or rare and neurologicalconditions.

Personal Attributes:

• Compassionate and person-centred inapproach
• Strong leadership presence, able to motivate andempower others
• Detail-oriented and organised, yet flexible andadaptable
• Committed to continuous improvement
• Collaborative and open to feedback
• Passionate about making a difference for peoplewith rare conditions

If you’re looking for a meaningful role where yourleadership can directly improve lives, we’d love to hear from you.