Support Line Service Manager (Part Time)

Children First; City of Edinburgh; Hybrid; GBP 21,000 - 49,000; Part time

Benefits offered by this job

40 days leave incl. holidays

Pension scheme

Flexible/hybrid work

Wellbeing benefits

Blue Light Card discounts

Training & development

National service shaping opportunity

Job summary

Children First in Edinburgh is seeking a part-time Support Line Service Manager to lead the day-to-day operation of our confidential helpline for children, families and professionals across Scotland.

Based in Edinburgh with hybrid working, the role requires a social work degree or equivalent and strong leadership, budgeting and partnership skills to grow a national service. This is a permanent 17.5 hour per week post offering a pension, generous leave and development opportunities.

Qualifications

• Degree or Diploma in Social Work, or equivalent professional qualification at SCQF level 9.
• Recent significant experience with young people.

Responsibilities

• Lead day-to-day implementation, management, development and growth of the free confidential helpline for Scotland.
• Shape and develop services in line with objectives and needs.
• Participate in external networks and secure funding for service development.
• Manage the helpline with integrity, inspiring and empowering staff.

Skills

Managerial experience

Budget management

Staff supervision

Multi-agency collaboration

Safeguarding knowledge

Strategic planning

IT awareness

Education

Degree or Diploma in Social Work (SCQF 9)

Tools

Information systems

Job description

Edinburgh

Part-time

21,250 - 24,250 £ per year

The Role

Job Title: Support Line Service Manager

Reference number: CF26 -58

Salary: £42,500 - £48,900 per annum pro rate (£21,250 - £24,250)

Division: Children and Families

Responsible to: Head of Support Line

Post Type: Permanent – Part time (17.5 hours)

Closing Date : 11 October 2026 Interview Date: Week Commencing 19 October 2026

Do you want to create a safer, brighter future for all children in Scotland?

Children First, Scotland’s national children’s charity, is seeking to appoint a part-time (17.5 hours) Support Line Service Manager. By joining our team, you will help us stand up for children, keep them safe and support them to recover from trauma and abuse through our national and local services.

The Role

Based in Edinburgh, with hybrid working an option, the role involves leading on the day-to-day implementation, management, development and growth of our free confidential support line for families, carers and professionals in Scotland.

Today’s generation are facing unprecedented challenges. From mental health, money worries and online harm, to struggles at school, our support line can offer emotional, practical and financial support to any family in Scotland. We also offer advice to anyone who is concerned about a child’s wellbeing.

Taking a child-centred approach, you will work to ensure the safety of children and young people by protecting and promoting their rights.

What we are looking for

You will be an inspiring leader and will possess a degree or diploma in social work, or equivalent professional qualification at SCQF level 9, in addition to recent significant experience in a relevant practice area relating to young people. Experience working in mental health, emotional wellbeing or trauma-informed support services is desirable.

What You'll Get From Us

At Children First, you'll be part of a values-led organisation committed to developing and supporting our people.

We offer:

• 40 days annual leave including public holidays.
• Contributory pension scheme.
• Flexible and hybrid working opportunities.
• Wellbeing support and health benefits.
• Blue Light Card discounts.
• Learning, training and career development opportunities.
• The opportunity to help shape an ambitious national service supporting thousands of families across Scotland.

Our Values

Everything we do is guided by our values:

With Love

We put children first with compassion and kindness.

With Purpose

We work alongside families and partners to transform children's lives together.

With Strength

We do whatever it takes to protect Scotland's children.

Job Description

Role Summary

• To lead the day-to-day implementation, management, development and growth of our free confidential helpline for children and families in Scotland, their families and carers.
• To shape and develop services in line with agreed objectives, respond to review of needs, gaps, and trends ensuring involvement of the individuals who use our service, and to oversee support services to those individuals in line with service delivery requirements.
• The role requires an element of practitioner hours and continuous professional development and therefore a minimum of 6 hours per week of telephone advice will be required on an ongoing basis.
• To participate in a range of external networks for the benefit of and with the participation of children, young people and families, and to negotiate effectively with external funding partners to secure funding for service consolidation and development.
• Living our values, you will manage the helpline with integrity, while involving, inspiring and empowering your team, so together we can create better outcomes for families in Scotland.

Key Results Areas

Call Room

• Real time management of call queues
• Ensure both inbound and outbound call activity follows a blended approach with appropriate resource maximisation
• Ensure effective rotas are in place to cover any eventuality within workload fluctuations
• Efficiently allocate workloads
• Monitor call levels and call trends providing feedback on customer insights Complaint and objection handling
• A point of escalation for complaints and complex issues
• Build strong networks with any outsource support as required

Relationships with Children, Young People and Families

• Work to ensure the safety of Children and young people by protecting and promoting their rights
• To create effective plans for children and young people based on clear outcomes, ensuring a high degree of responsiveness to stakeholders and individuals who use our service.
• To develop a Service that enhances the safety and wellbeing of Children with a focus on key topics impacting on children for example online harm
• To ensure effective service delivery with a specific focus on outcomes for children/young people engaged with the service.
• To contribute to the impact and influence of Children First or the benefit of and with the participation of children, young people and families.

Operational Requirements

• To develop, implement and review on a regular basis, a quality improvement system that seeks to develop the support available to families and builds on our ability to meet children and families needs through our support line.
• To develop, implement and review a system of reporting on service performance, achievement, outputs and outcomes to meet organisational and external requirements.
• To determine the strategic direction of the Service in response to internal and external drivers in Scotland, and to develop opportunities which are in line with the remit of the service.
• To manage a complex budget and ensure expenditure is in line with service plan.
• To maintain and develop income streams for the service, through statutory or other sources, working in partnership with the Fundraising department as appropriate.
• To contribute to research and practice and policy development to inform social policy initiatives relating to Children First strategic aims.
• To take a lead role in promoting the use of Information Technology and ensure compliance with Children First recording systems and standards
• Ensure quality assurance is visible and service work is appropriately monitored and there is compliance with Children First internal standards, relevant legislation/external standards, and registration requirements.
• To maintain responsibility for Health and Safety and to comply with Children First Health and Safety Policy and Procedures.

Relationships with others

• To contribute to the establishment of appropriate networks and communication channels and disseminate information on the service as appropriate, taking a lead role in promoting the service and Children First locally, regionally and nationally.
• To contribute to external planning and communication networks through membership of local planning and policy groups (e.g. social work, health and education).
• To actively participate in and contribute to management, locality and organisational service development groups.
• To support staff working in a multi agency partnerships to secure the best outcomes for the individuals we are supporting.
• To take a lead role in Children First influencing strategy, supporting corporate colleagues as appropriate.
• To take a lead role in ensuring staff, volunteers, children and young people, carers and stakeholders are enabled to contribute.
• To lead and manage a large, possibly dispersed, group of multi disciplinary staff undertaking complex work, across Local Authorities and Health Board areas.
• To lead and support staff effectiveness through the process of supervision, appraisal and implementation of professional development plans.
• To take a lead role in helping to promote a culture of continuous learning and development and provide advice, guidance, training and consultation services to colleagues across the charity, and to staff working in partner agencies.

Person Specification

Need to Have

Need to Show (Skills)

Need to Know

Need to Be

• Degree or Diploma in Social Work, or equivalent professional qualification at SCQF level 9.
• Recent significant experience in a relevant practice area relating to young people
• Managerial/supervisory experience to include direct staff/student/volunteer supervision, recruitment, learning and development, performance management and quality assurance.
• Experience of managing complex systems and management information.
• Experience of managing complex budgets including securing external funding.
• Experience of involving Children, young people and their families in planning/designing and implementing services.
• Experience working in mental health, emotional wellbeing or trauma-informed support services is desirable.

• Ability to work strategically within a multi-agency network and development of service in response to external drivers.
• Ability to represent Children First and the voluntary sector at a strategic level.
• Ability to influence service delivery and quality for children and young people.
• Enthusiastic approach to the use of IT and willingness to undertake the training in order to ensure the competency level essential for the role.
• Ability to shape and influence external influences, with proven ability to adapt services and diversify appropriately.
• Budget management and financial skills.
• Ability to lead and manage change.

• An in-depth knowledge and understanding of best practice and regulatory requirements in the field of childcare and young people’s services.
• Knowledge of funding streams/arrangements to support children and young people.
• Knowledge of Safeguarding Children and Young People and Protection of Vulnerable Adults
• Understanding of outcome focused service planning and evaluation.
• Developments in professional practice.

• Flexible in approach to work
• Committed to and understand the principles of working with volunteers.
• Able and willing to travel as required to services and offices across the region.
• Committed to Children First approach and the relational nature of our work.
• Confident and able to form effective and credible relationships with all levels of staff
• Aware of personal responsibility in relation to corporate responsibilities.

About us

Children First is Scotland’s national children’s charity. We stand up for every child because all children should have a safe childhood. We protect children from harm and support them to recover from trauma and abuse through our national and local services. We help children, their families and the people that care for them by offering emotional, practical, and financial support. We give children hope and a safer, brighter future. Our core values guide how each one of us works in our individual day to day job:

With love, we put children first.

With purpose, we transform children’s lives together.

With strength, we do whatever it takes to protect Scotland’s children.

These values are reflected in everything we do. If you share our vision and values and would like to join our team then we would love to hear from you.