Helpline Team Leader (overnight)

The Silver Line Helpline is recruiting for a Helpline Team Leader to join their fantastic team providing a vital service to older people across the UK. You''ll oversee the day-to-day running of our national Silver Line Helpline service, which operates 24 hours a day, providing older people with friendly conversation and support. You''ll ensure our staff and volunteers deliver an excellent service to older people across the UK and be the first point of contact when the team needs help or advice. You''ll support the team on live calls, managing any issues that arise during shifts, including safeguarding concerns. Working flexibly alongside other Team Leaders, you''ll train and manage a team of Loneliness and Support Officers, supporting their development and addressing performance or absence issues. You''ll report to one of three Silver Line Managers who oversee the service. Although The Silver Line is a friendship service, many calls are highly challenging, involving older people experiencing severe loneliness, isolation, and complex mental health issues, including suicidal ideation. You''ll need strong emotional intelligence, resilience, and empathy, and be skilled in supporting staff and volunteers to manage difficult calls safely, remain within the service remit, and prioritise their own wellbeing. This role offers hybrid working between home and our Blackpool office, with a minimum office attendance of once per quarter. Occasional additional office visits may be required ..... full job details .....