Helpline Volunteer Co-ordinator

The Silver Line Helpline is recruiting for a Helpline Volunteer Co-ordinator to join their fantastic team providing a vital service to older people across the UK. The Silver Line Helpline is a free, confidential telephone service offering friendship, conversation and support to older people, 24 hours a day, 7 days a week.

As a Helpline Volunteer Co-ordinator
, you will play a vital role in supporting and growing a valued team of volunteers who deliver a high‑quality, safe and compassionate service to older people. You’ll ensure volunteers receive a good onboarding experience, feel confident in their role and are supported every step of the way.

Working closely with colleagues across the Helpline, you’ll manage volunteer recruitment and onboarding, deliver training, respond to enquiries, and help volunteers use a range of IT systems. You’ll work flexibly in a fast‑paced, 24‑hour service environment, including taking and making calls to older people when needed. Your work will help ensure volunteers are well‑trained, supported, and empowered to deliver a consistent, empathetic and safe service.

This exciting position offers hybrid working between home and our Blackpool office. We currently require office attendance a minimum of once a quarter. You may also be asked to attend the office occasionally for training or other reasons, as required. You will be on a hybrid contract and must cover the costs of all travel to the office yourself. Our office attendance requirements will be reviewed later in 2026.

This role is a 35-hour working week, 5 days out of 7 with start and end times between 8am-8pm. It will include regular weekend working, and Bank Holiday working, which will be arranged on a rota basis.

In your Supporting Statement, please include examples of how you meet the Must Have criteria below.

Last day for applications Tuesday 10th March 2026.

The below competencies will be assess at the indicated stage of the recruitment process. Application = A, Interview = I, Test = T, Presentation = P.

• Excellent interpersonal, listening, customer service, and communication skills, with the ability to adapt communication style (A, I, T)
• Excellent IT skills including Microsoft Office and using CRM systems (A, I, T)
• Knowledge of safeguarding with the ability to assess and manage risk independently (A, I)
• Understanding and knowledge of mental health issues (A, I)
• Training and presentation skills with the ability to train others remotely on using IT systems (A, I)
• Understanding of the issues facing older people, particularly the impact of loneliness and isolation on older people (A, I)

• Ability to respond in a non-judgemental, empathetic, respectful and friendly manner in all situations (A, I)
• Ability to manage a busy workload and adapt to change in a fast-paced service whilst meeting service KPIs (A, I)
• Ability to adhere to policies and procedures (A, I)
• A commitment to promoting equality and diversity (A, I)

The below competencies will be assess at the indicated stage of the recruitment process. Application = A, Interview = I, Test = T, Presentation = P.

• Experience in working in services to support older people (A, I)
• Experience in working with volunteers (A, I)
• Experience working with colleagues remotely (A, I)
• Experience working within services that operate outside of normal working hours (A, I)

• Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
• Excellent pension scheme, life assurance, Health cashback plan and EAP
• Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
• Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
• Blue Light Card Scheme
• You Did It Awards – recognition awards from £100-250
• Many additional benefits

Candidates are expected to provide a supporting statement that explains how they meet the competencies annotated with an ‘A’ in the job description, to…