Telephone Support Team Manager

WR Fundraising Recruitment has an exciting Telephone Support Team Manager role for a leading UK health specialist charity.


Managing a team of 3, we are looking to recruit a Charity Helpline  / Telephone Support Team Manager with a remit to manage and deliver the provision of a professional, national telephone helpline service to the public.

The helpline line is operational during office hours: Mon-Fri – 09:00 to 17:00.


Duties to include:

  • Working on the helpline, responding to calls and information via social media and online requests

  • Manage the helpline team, overseeing their training and development to ensure continuous personal development.

  • Ensure that the telephone support line  is adequately supervised and staffed during opening hours.

  • Ensure the helpline provides best practice, evidenced based support and up to date information to all enquirers.

  • Ensure all enquiries received through email, letter and telephone are followed up appropriately and in a timely way.

  • Assist the with recruitment, interview and selection process of peer to peer telephone support volunteers.

  • Monitor performance of peer to peer telephone support volunteers referred from the helpline.

  • Maintain good records and reporting systems, including ensuring that records are kept properly on Salesforce and updated appropriately.


This is a super role for someone with experience in managing an advice or support service over the telephone such as a support worker / counsellor / advocate / mentor / advice worker or similar with excellent interpersonal and organisational skills who has worked in a support service in a social, community or charitable setting.

Suitable candidates will have:

  • Good previous experience within a helpline or telephone support service

  • Experience of working with and supporting people in either a support work or advice work setting

  • Experience of development, implementation and management of budgets

  • Understanding of the health and/or voluntary sector

  • Ability to work independently, manage time effectively, and prioritise own workload.

  • Excellent interpersonal skills


To apply, please email a copy of your up to date CV in the first instance.

Job Location

Maidenhead, Berkshire


£26,000 - £31,000 per annum on experience


Full Time 



Closing Date


Job Reference


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