Part-Time Night Shift: Telephone Support Team Lead

Norfolk and Waveney Mind; Norwich; Hybrid; GBP 27,000 - 28,000; Part time

Benefits offered by this job

On-site parking

Job summary

Norfolk and Waveney Mind is recruiting a Telephone & Support Line Team Lead to oversee a crucial crisis-support service in Norwich. You will lead a dedicated team, ensuring high-quality, psychologically-informed guidance and safety planning for individuals in crisis, with a focus on compassionate, accessible support.

The role requires experience in mental health settings, strong leadership and communication skills, and the ability to coordinate with GPs and other services.

Qualifications

• Experience in managing teams within a mental health or support services context.
• Strong understanding of mental health issues and crisis response.
• Excellent communication and interpersonal skills, capable of building rapport with a diverse range of individuals.

Responsibilities

• Lead a team of telephone support operatives to ensure a responsive and well-organized service.
• Provide crisis support and help develop personalized safety plans and coping strategies.
• Collaborate with GPs and other mental health teams for referrals and holistic care.
• Mentor staff, conduct supervisions, and support training of new team members.
• Evaluate service impact using KPIs and report to REST Hub Manager.
• Maintain accurate records and manage client management systems.
• Engage with external organizations to improve service delivery.

Skills

Team Leadership

Crisis Support

Communication

Data Management

Job description

Norfolk and Waveney Mind is recruiting a Telephone & Support Line Team Lead to oversee a crucial crisis-support service in Norwich. You will lead a dedicated team, ensuring high-quality, psychologically-informed guidance and safety planning for individuals in crisis, with a focus on compassionate, accessible support.

The role requires experience in mental health settings, strong leadership and communication skills, and the ability to coordinate with GPs and other services.