Helpline Manager

Job Title: Helpline Manager

Reporting to: Strategic Manager for Services

Salary: £32,000 - £35,000 depending on experience

Hours: 37.5 hours per week

Location: Wolverhampton

We are seeking a highly skilled and experienced Helpline Manager to help us support women and children affected by abuse and homelessness.

You’ll be joining The Haven at an exciting time as we continue to build and enhance our services, and you will be instrumental in shaping the Havens helpline service development.

Working closely with other service Managers, the postholder will lead on the development of a quality and performance framework for The Havens 24/7 accredited single point of contact service, overseeing contact quality, service accreditation and performance.

You will work closely with other service managers, and will manage our call quality audit process, identifying and responding to trends emerging from Helpline calls and contact, and ensure our staff and volunteers are best placed to deliver a high-quality service and support our service users, working to improve overall experience.

Part of this role will be to continuously review the service needs, to ensure that all contact via helpline or digital method accesses immediate support and will take a coordinated and evidence-informed approach to streamline the process for all stakeholders accessing The Haven.

We’re seeking someone with the skills, knowledge, ability and passion to lead our accredited helpline service into the next chapter.

You don’t need to be an expert in domestic abuse and violence against women and girls (VAWG), but you do need to come with a passion for learning and growing your knowledge in this area. You’ll need to be a natural collaborator, keen to leverage the benefits of co-production with your colleagues, management, direct reports, skilled volunteers, and other professionals.

If you are driven, agile, creative, passionate, courageous, accountable, enthusiastic and future focused (without losing sight of the here and now), if you can motivate yourself and others around you and you’re excited by challenges, then we want to hear from you.

This role will involve direct work with our service users, as such, we are only considering applications from female candidates (Schedule 9 of the Equality Act 2010).

What working at The Haven can offer you:

• Access to a wealth of VAWG and Domestic Abuse CPD accredited training
• A supportive, collaborative environment where there is always room for growth and development
• The opportunity to be instrumental in shaping the direction of comms that will impact The Haven for years to come
• Health Cash Plan and Employee Assistance Programme
• Flexibility to help you manage the demands of life and to support a healthy work-life balance
• Generous leave entitlement; 27 days basic leave plus bank holidays and additional concessionary days
• Salary exchange opportunities