Mental Health Helpline Worker (Full‑time/Part‑time)

About the role

Birmingham Mind is seeking compassionate individuals to join its 7‑day‑a‑week helpline service. You will provide advice, information and emotional support to people experiencing mental health difficulties, carers and anyone seeking guidance about local services.

Key responsibilities

• Answer calls, emails and web‑chat enquiries from the public.
• Provide appropriate referrals and sign‑posting to Birmingham Mind services and external partner agencies.
• Maintain up‑to‑date knowledge of statutory and local mental‑health provisions.
• Support the service manager in delivering the helpline in line with contractual, policy and legal requirements.
• Work a rotating roster covering shifts from 9 am‑5 pm and 3 pm‑11 pm, including weekends.

Required profile

• Minimum 6 months experience in a mental‑health or related support role.
• Demonstrated ability to work within a recovery‑oriented approach.
• Strong personal values aligned with Birmingham Mind’s vision and values.
• Right to work in the UK for at least 12 months (the organisation is not a sponsor).

Required skills

What we offer

• Attractive defined‑contribution pension scheme.
• PayCare healthcare cover.
• Employee Assistance Programme with free counselling.
• Comprehensive training programme.