Hybrid Helpline Shift Lead — Safeguarding & Ops

Nexus Ni; Belfast City District; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

Nexus Ni in Belfast operates a hybrid helpline role focused on leading shifts, safeguarding, and service continuity. The role involves real-time decision-making, staff guidance, and close collaboration with the Helpline Coordinator to maintain safe, high-quality responses.

The post requires strong safeguarding expertise, staff welfare awareness, and the ability to manage rosters, incidents, and system issues during varied shifts.

Qualifications

• Experience leading helpline operations or crisis lines.
• Strong safeguarding knowledge and decision-making under pressure.
• Ability to manage shifts, staffing, and emergencies.
• Commitment to trauma-informed practice and service quality.

Responsibilities

• Provide operational leadership during allocated shifts and guide helpline operators.
• Act as on-shift safeguarding lead, responding to concerns and urgent escalations.
• Supervise day-to-day performance and wellbeing of helpline staff.
• Manage rota, cover and staffing challenges to ensure service continuity.
• Troubleshoot system issues and ensure accurate data entry and records.

Skills

Operational leadership

Safeguarding

Team supervision

Rota and staffing management

Staff welfare monitoring

Incident reporting

Tools

Helpline software

Job description

Nexus Ni in Belfast operates a hybrid helpline role focused on leading shifts, safeguarding, and service continuity. The role involves real-time decision-making, staff guidance, and close collaboration with the Helpline Coordinator to maintain safe, high-quality responses.

The post requires strong safeguarding expertise, staff welfare awareness, and the ability to manage rosters, incidents, and system issues during varied shifts.