Helpline Manager (Fully Remote)

About the role

We are seeking a compassionate Helpline Manager to lead a small team of volunteers delivering a vital frontline service for a nationwide support charity. Working fully remotely, you will ensure the service runs smoothly, safely, and professionally, providing essential support to individuals during challenging moments.

Key responsibilities

• Manage the day‑to‑day operation of the helpline, including handling calls and enquiries.
• Lead, support and supervise a small team of helpline volunteers.
• Monitor call volumes, identify emerging themes and evaluate service effectiveness.
• Provide calm, professional and compassionate assistance during sensitive or emotionally demanding conversations.
• Maintain high standards of safeguarding, confidentiality and overall service delivery.

Required profile

• Previous experience in an emergency services call centre, helpline or charity support service.
• Background in emergency services, policing, healthcare, social care or other high‑pressure public‑service environments.
• Excellent communication, active listening and interpersonal abilities.
• Ability to stay calm, empathetic and professional in emotionally demanding situations.
• Highly organised with strong decision‑making and problem‑solving skills.
• Resilient, compassionate and proactive, with a passion for high‑quality support services.

Required skills

What we offer

• Competitive salary of approximately £25,000 per year.
• Fully remote working arrangement.
• Opportunity to make a meaningful impact within a respected charity.