The women and children we support are at the heart of all we do. We believe our services should focus on achieving the aspirations of every individual and be tailored to meet their needs and unique circumstances. We offer a range of services, including a helpline, accommodation, support for those living in the local community, advocacy and advice, specialist programmes, counselling and therapy, and children’s services. Our trained staff have expertise to ensure we can support women and children across several different areas.
Job Purpose
We are seeking a compassionate and organised Helpline Lead to oversee the daily operations of the helpline team. In this role, you will ensure that every service user experiences a safe, supportive, and empowering journey from their initial contact with The Haven. Working closely with the Landlord Services and Business Support Manager, you will help shape and enhance The Haven’s helpline services to better meet the needs of those who turn to us for help.
You will act as first point of contact for safeguarding within the team and contribute to developing a quality and performance framework. This will involve focusing on the emotional and practical needs of service users while ensuring our services remain accessible, accredited, and effective. Timely and accurate reporting will also be an important part of your responsibilities.
You will collaborate closely with other service managers and leads to review and enhance the quality of support provided through the helpline. By auditing calls, identifying trends, and responding proactively, you will help ensure that the service consistently adapts to meet the evolving needs of service users. Working alongside the Landlord Services and Business Support Manager, you will empower staff and volunteers to deliver compassionate, person-centred support. You will play a central role in improving the overall user experience, evolving the current delivery model and ensuring team members possess the necessary skills, expertise, and approach.
A core part of your role will be to continuously assess and respond to the needs of those accessing The Haven’s services. Whether through the helpline or digital platforms, your focus will be on ensuring that every contact is met with immediate, trauma-informed, and coordinated support. Your approach will prioritize the safety, dignity, and well-being of service users, ensuring that every interaction reflects our unwavering commitment to providing a service that truly meets their needs.
This post is restricted to women due to the nature of the role. The Occupational Requirement under Schedule 9 (part 1) of the Equality Act 2010 applies.
Please refer to the attached job description for full details.
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