Trauma-Informed Leader, Helpline & Reconnections

MISSING PEOPLE; Greater London; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

28 days annual leave plus statutory

Company pension

Life insurance (3 x salary)

Employee Assistance Programme (EAP)

Season Ticket Loans

Maternity/paternity pay

Probation period benefits

Job summary

Missing People is seeking a Head of Helpline and Reconnections to lead our national helpline and reconnection services. You will oversee SafeCall and Missing People helplines, ensuring trauma-informed, high quality support seven days a week, across SMS, email, phone, chat and other channels.

You will manage a team of staff and volunteers, provide supervision and development, and drive service improvements while upholding safeguarding and inclusive practices.

Qualifications

• Significant experience of leading trauma-informed helpline services for children and adults.
• Experience in a senior role within a service delivery team.
• Proven safeguarding experience for children and at-risk adults.
• Experience providing confidential help to marginalised groups.
• Strong leadership with staff and volunteer development.

Responsibilities

• Lead Missing People's helplines 7 days a week, ensuring high quality, safe and accessible services.
• Manage staff and volunteers, equipping them with knowledge and support.
• Oversee Lost Contact tracing and signposting services.
• Work to meet the needs of people contacting the charity for support.
• Collaborate to develop and implement service improvements.

Skills

Helpline leadership

Senior service delivery

Safeguarding

Staff development

Team leadership

Job description

Missing People is seeking a Head of Helpline and Reconnections to lead our national helpline and reconnection services. You will oversee SafeCall and Missing People helplines, ensuring trauma-informed, high quality support seven days a week, across SMS, email, phone, chat and other channels.

You will manage a team of staff and volunteers, provide supervision and development, and drive service improvements while upholding safeguarding and inclusive practices.