Helpline Supervisor (Maternity Cover)

Premier; Greater London; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

Missing People is seeking a Helpline Supervisor (Maternity Cover) to oversee volunteers across channels and participate in direct crisis support when needed. The role is 35 hours per week with Saturday shifts and flexible hours, and is fixed term to 15 January 2027.

You will supervise volunteers, provide feedback on performance, and manage sensitive calls, ensuring high-quality support for missing persons and families. Right to work in the UK required.

Qualifications

• Experience supervising volunteers across multiple channels.
• Experience handling crisis situations and providing crisis intervention.
• Strong written and verbal communication skills; safeguarding awareness.

Responsibilities

• Oversee volunteers delivering helpline services across channels.
• Provide feedback and support for volunteers’ performance and development.
• Handle calls via phone, email, text, and live chat; respond to service users.

Skills

Volunteer supervision

Crisis support

Team leadership

Communication skills

Safeguarding awareness

Job description

# Helpline Supervisor (Maternity Cover)£32,140 yearly* CV-Library* 12 Grant Rd, London SW11 2FR, UKCharity### Job DescriptionHelpline Supervisor (Maternity Cover) - National CharityHours: 35 hours per week, Saturdays 14:00 – 22:00 plus 7 hours per week flexible hours (flexible shift times are 09:30 – 17:30, 10:00 – 18:00, 14:30 – 22:30 and 18:00 – 22:00 daily)Contract: Fixed term to 15th January 2027About UsSomebody goes missing in the UK every 90 seconds. Missing People exists to ease the heartache experienced by those missing someone, and to help people who are away from home find their way back to safety. Our vision is for every missing child, adult and family left behind to find help, hope and a safe way to reconnect. We are a non-judgemental, highly skilled team of staff and volunteers working for everyone who needs us. We provide free, confidential support, help and advice by phone, email, text and live chat.The Impact You Will HaveAs a Helpline Supervisor you will oversee multiple volunteers delivering the service as well as delivering it yourself when no volunteers are on shift. You will supervise volunteers’ delivery of the helpline channels – this will include simultaneous remote supervision of several volunteers across different platforms. You will provide feedback for volunteers to assist with their performance and development. You will respond to service users of Missing People’s helpline via phone, email, text, 1to1 Chat and any other means of contact, and handle sensitive calls, deal with crisis intervention situations.This position is part of an award-winning helpline team providing crisis support to missing children, vulnerable adults - those who have run away or left home - and the families of missing people. The service operates 10am-10pm, 7 days a week, via multiple channels, currently including telephone, text and 1to1 Chat.About YouYou’ll bring strong frontline experience, sound judgement and a calm, supportive approach. You will have:Right to work in the UK.Experience supporting children, young people and/or vulnerable adults by phone or digital channels.Experience and/or understanding of safeguarding vulnerable adults and young people.Experience of handling complex and sensitive calls and being able to deal with crisis intervention.Experience of providing online or text-based support, information or guidance such as SMS or messenger services.High IT confidence, with the ability to work across multiple systems.Excellent written and verbal communication skills.Able to explain and provide guidance on procedures and systems to other people such as volunteers and colleagues.If appointable, an enhanced DBS check will be conducted.What We OfferWorking for Missing People means living our values. It’s a place where people are encouraged to ‘let fly’ so you can ‘make things happen’. We know you’re more than just a job title, and ‘be human’ is an important value here. Missing People is an independent charity that relies on donations.For further details, please see attached job description/person specification and letter to applicants.How To ApplyPlease include your CV and a brief supporting statement that demonstrates how you are a good fit for this role. We look forward to receiving your application. We reserve the right to withdraw this advert early if we receive sufficient applications, so please apply promptly.Closing date: 23:59 on 12th November 2026Interviews: 19th November 2026Start date: As soon as possible / January 2027You may have experience in the following: Helpline Supervisor, Helpline Team Leader, Crisis Support Supervisor, Crisis Line Supervisor, Contact Centre Team Leader, Safeguarding Officer, Helpline Advisor, Volunteer Supervisor, Support Line Supervisor, Crisis Intervention Worker, Helpline Coordinator, etc