Helpline Manager

Helpline Manager 

Do you want to make a positive difference to people’s lives? Do you know how important listening is, to provide emotional support at life-altering moments? Are you caring, calm and have an understanding and empathy for those with physical disabilities and / or complex mental health needs?  

If your answer to these questions is yes, you could be the person we are looking for to manage our UK and Ireland Support Services. We are the Meningitis Research Foundation, an international health charity headquartered in the UK, driven by a passionate mission to prevent the devastating impact of meningitis.  

Every day, our Support Services team offers emotional support to those affected by meningitis. We answer people’s questions, so no one affected by meningitis is alone. We strive to connect people with evidence-based information and specialists wherever we can, answering queries accurately and quickly so they can make informed healthcare decisions for themselves and those they love.  

In this role (known as Support Services Manager), you will:  

• Take the lead on developing and managing our Support Services (phone, email, live chat and social media) ensuring quality of service, benchmarking, accreditation and process documentation.  
• You will act as the safeguarding lead for the service and organisation.  
• Provide oversight to our Ambassador program, to ensure a dynamic, managable and representative group that reflects the meningitis experience.  
• Develop an outreach program of activities, ensuring we are at events that allow us to drive awareness with key groups (such as young adults).  
• Develop and maintain relationships with key public health bodies and health professionals to enable the effective delivery of our services.  

Salary and working pattern 

This is a full time, hybrid role, with a mix of home working and office-based (we’re flexible on our working patterns, so we find the right people for our roles). In this position, you will need to be able to travel to our central Bristol office regularly.   

The starting salary is £35,000 per annum (negotiable within the role’s salary band, dependent on experience), including 2% employee pension contribution and 6% employer pension contribution.  

The experience and skills you’ll need  

• You’ll have worked on, or managed, a similar support service, including quality assurance and process and procedure, ideally within a health-related setting.  
• Strong listening skills, with the emotional intelligence and resilience to support people through life-altering experiences, including bereavement.  
• Developed and delivered projects that enable a service to meet the needs of its users, including interpreting and implementing insight from monitoring and evaluation data.  

• Strong and empathetic speaker and presenter.  
• Knowledge of safeguarding and the statutory requirements for charities offering support services.  
• Ability to manage external suppliers, including fufilment services.  

How to apply 

The full candidate information pack is on our website at meningitis.org/about-us/jobs. Please send your CV and covering letter (explaining why you think you are suitable for this role) to kimd@meningitis.org by the closing date of Friday 1st March.  Interviews will be in person, in our offices in central Bristol.