Telephone Support Line Operative

REF: NWM/754

About the role

Norfolk and Waveney Mind Telephone Support Line provides advice, information and signposting to individuals seeking recovery focused, emotional and crisis support. It is more than just a helpline; it is a safe haven where you can reach out, share your thoughts, and receive non‑judgmental support from caring professionals, who genuinely understand the challenges you face. Location: REST Churchman House, 71 Bethel St, Norwich NR2 1NR.

Responsibilities

• Answer incoming calls and provide friendly, professional support to clients.
• Assess the needs of callers and provide accurate information and guidance.
• Document calls and maintain detailed records of interactions.
• Collaborate with team members to resolve issues and improve service quality.
• Ensure confidentiality and handle sensitive information with care.
• Stay informed about our services and updates to provide the best support possible.

Requirements

• Excellent verbal communication skills and a friendly demeanor.
• Strong listening skills and the ability to empathize with callers.
• Previous experience in a customer service or support role is preferred.
• Proficiency in using computer systems and handling multiple tasks.
• Ability to work independently and as part of a team.

Pay

Salary: £25,134 per annum, pro rata for part time hours.

Benefits

• Double pay rate for working bank holidays.
• Unsociable hours uplift of 20% of the employee's single hourly rate for shifts between 10 PM and 12 AM (midnight).
• On‑site parking available.

Schedule

The role operates on a rotating rota covering 7 days a week, 365 days a year, including bank holidays and the Christmas period. Three shift patterns are available (30 hours per week unless noted):

• Post 1: 30 hours/week – Week 1: Mon, Thurs, Sat & Sun –