Telephone Support Line Operative

Norfolk and Waveney Mind; Norwich; Hybride; GBP 24 000 - 26 000; Plein temps

Résumé du poste

Norfolk and Waveney Mind seeks a Telephone Support Line Operative to answer calls, offer compassionate guidance, and direct callers to appropriate services from its Norwich base.

You will document interactions, maintain records, and work with colleagues to improve service quality while upholding confidentiality and safeguarding standards. DBS checks apply, and flexible hours may be required.

Qualifications

• Excellent verbal communication and a friendly demeanor.
• Strong listening skills and empathy with callers.
• Prior experience in a customer service or support role preferred.
• Proficiency in using computer systems and handling multiple tasks.
• Ability to work independently and as part of a team.

Responsabilités

• Answer incoming calls and provide friendly, professional support to clients.
• Assess callers' needs and provide accurate information and guidance.
• Document calls and maintain detailed records of interactions.
• Collaborate with team members to resolve issues and improve service quality.
• Ensure confidentiality and handle sensitive information with care.
• Stay informed about services and updates to provide the best support.

Connaissances

Clear communication

Active listening

Customer service

Computer proficiency

Description du poste

Wed, Thurs & Sun - 2PM - 10PM

Location:

REST Churchman House, 71 Bethel St, Norwich NR2 1NR. Parking available on site.

Norfolk and Waveney Mind Telephone Support Line provides advice, information and signposting to individuals seeking recovery focused, emotional and crisis support.

It is more than just a helpline; it is a safe haven where you can reach out, share your thoughts, and receive non-judgmental support from caring professionals, who genuinely understand the challenges you face.

Key Responsibilities:

• Answer incoming calls and provide friendly, professional support to clients.
• Assess the needs of callers and provide accurate information and guidance.
• Document calls and maintain detailed records of interactions.
• Collaborate with team members to resolve issues and improve service quality.
• Ensure confidentiality and handle sensitive information with care.
• Stay informed about our services and updates to provide the best support possible.

Experience:

• Excellent verbal communication skills and a friendly demeanor.
• Strong listening skills and the ability to empathize with callers.
• Previous experience in a customer service or support role is preferred.
• Proficiency in using computer systems and handling multiple tasks.
• Ability to work independently and as part of a team.

To view the Job Description please click on link: JD Telephone Support Line Operative.pdf

Please note: The link to the job description (JD) may not work for all users due to system access restrictions. If you experience any issues accessing the JD, please contact: [e-mail]

Closing date:

This vacancy may close without prior notice once a sufficient number of applications have been received. Therefore, if you are interested, please submit your application as early as possible.

Individual Interview Dates will be confirmed for interviews.

Recruitment Guidance for Candidates 2026.pdf

Norfolk and Waveney Minds Equity Statement

We welcome applications from people from all ethnicities, genders, sexual orientations, socio-economic classes, religions and disabilities. We also value and actively encourage applications from those with lived experience of mental health, recognising that your personal journey can bring unique insight and empathy that helps others feel heard, supported, and valued. At Norfolk and Waveney Mind, we are committed to fostering a diverse and inclusive environment where everyone passionate about mental health feels respected, valued, and supported.

Safeguarding Statement

Norfolk and Waveney Mind is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. Employment is subject to a satisfactory DBS check as well as other safeguarding checks.

£25,134 per annum, pro rata for part time hours