Telephone Support Line Team Leader

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

Week 1: Monday 4:30PM -12:30AM / Tuesday 2PM - 10PM / Wednesday & Friday 4:30PM - 12:30AM
Week 2: Monday 4:30PM - 12:30AM / Tuesday 2PM - 10PM / Saturday & Sunday 4:30PM - 12:30AM

REF: NWM/755
Hours: Part Time 30 hours per week
Work Pattern:
Week 1: Monday 4:30PM -12:30AM / Tuesday 2PM - 10PM / Wednesday & Friday 4:30PM - 12:30AM
Week 2: Monday 4:30PM - 12:30AM / Tuesday 2PM - 10PM / Saturday & Sunday 4:30PM - 12:30AM
*This service operates 7 day per week, 365 days per year, there will be a requirement to work bank holidays and over the Christmas period on a rota basis. Employees will receive a double pay rate if working bank holidays, in addition you will receive an unsociable hours uplift 20% of employee single hourly rate when covering shifts between 10PM - 12AM/ midnight)

Starting Salary:£26,818 per annum increasing to £28,392 after a successful probation. The salary quoted is for full time hours, salary will be pro rata for part time hours)

Location: REST Churchman House, 71 Bethel St, Norwich NR2 1NR. Parking availableon site.

About Us

Norfolk and Waveney Mind is dedicated to supporting individuals experiencing mental health challenges. We provide a range of services aimed at promoting recovery, resilience, and wellbeing. As part of our commitment to excellence, we are looking for a passionate and skilled individual to lead our Telephone & Support Line team.

Role Overview

As the Telephone & Support Line Team Lead, you will play a crucial role in ensuring that our support line operates effectively and provides high-quality, psychologically-informed support to individuals in crisis. You will lead a dedicated team of operatives, helping them navigate complex situations and supporting individuals to develop their own safety and coping strategies.

Key Responsibilities

• Team Leadership: Ensure a supportive, well-organized, and responsive environment for telephone support line operatives.
• Crisis Support: Assist individuals in crisis to develop personalized safety plans and coping strategies through compassionate and meaningful telephone interactions.
• Collaboration: Work closely with other Hub services, GPs, and mental health teams to provide comprehensive support and referrals.
• Training & Development: Mentor team members, conduct supervisions, and assist in the training of new staff, fostering a culture of continuous learning.
• Service Evaluation: Evaluate the impact of interventions using agreed KPIs and report regularly to the REST Hub Manager on service performance.
• Record Keeping: Maintain accurate assessment records and manage the client management system effectively.
• Community Engagement: Build positive relationships with external organizations and referral pathways to enhance service delivery.

Specific Duties

• Support individuals in developing safety and recovery plans informed by psychological frameworks.
• Participate in team meetings and lead discussions when the Service Manager is unavailable, ensuring key actions are documented.
• Conduct quality checks and monitor call recordings for performance improvement.
• Collaborate with other services within the Central Community Wellbeing Hub for coordinated support.
• Carry out on-call duties to cover out-of-hours support as required.

Essential Qualifications and Skills

• Experience in managing teams within a mental health or support services context.
• Strong understanding of mental health issues and the ability to respond effectively to individuals in crisis.
• Excellent communication and interpersonal skills, capable of building rapport with a diverse range of individuals.
• Proficient in IT systems for record-keeping and data management.
• Commitment to ongoing professional development and best practices in mental health support.

[e-mail]

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.

Starting Salary £26,818 per annum increasing to £28,392 after probation (salary will be pro rata)