Telephone Support Line Operative x2

Overview

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We have two positions available. Post
1. Salary: £24,640 per annum, pro rata for part-time hours.

Location:

REST Churchman House, 71 Bethel St, Norwich NR2 1NR
. Parking available on site.

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.

• 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.

• 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.

Please note:

The link to the job description (JD) may not work for all users due to system access restrictions. If you experience any issues accessing the JD, please contact the HR: [email protected]

If you wish to have an informal chat about the role, please contact Georgina - Triage and Support Line Team Leader [email protected]

Candidates are required to complete an application form. The link to the application form can be found here:
Norfolk and Waveney Mind - Application Form.docx. After downloading and completing the form, upload your application via the “Apply for this job”. For queries, contact the HR Department on .

Norfolk and Waveney Minds Equity Statement:
We welcome applications from people of all ethnicities, genders, sexual orientations, socio-economic classes, religions and disabilities. We value and encourage applications from those with lived experience of mental health, recognising that personal journeys bring unique insight and empathy. We are committed to fostering a diverse and inclusive environment where everyone passionate about mental health is respected, valued, and supported.

Safeguarding Statement:
Norfolk and Waveney Mind is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. Employment is subject to a satisfactory DBS check as well as other safeguarding checks.

We may close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.