Helpline Manager

Milton Keynes
3 weeks ago
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Helpline Manager
Milton Keynes, Buckinghamshire (with hybrid working – a minimum of one day a week in the office)

Why join us?

PSPA is the only UK charity providing support and information to people living with Progressive Supranuclear Palsy (PSP) and Corticobasal Degeneration (CBD). These rapidly progressing neurological conditions are caused by the premature loss of nerve cells in certain parts of the brain. While there is no cure, and no treatment, we aim to give everyone affected with PSP and CBD the information and support they need to live the best possible life.

Raising awareness among health and social care professionals since 1994, we also fund research into diagnosis and treatments, relying almost entirely on voluntary donations.

We are now looking for a Helpline Manager to join us on a part-time, permanent basis, working 21 hours per week.

What we offer

  • Salary of £21,709 for 21 hours per week (FTE £36,182.66)
  • 28 days’ annual leave plus bank holidays – pro-rated for part-time roles
  • Pension scheme
  • Employee Assistance Programme

    This is a rewarding opportunity for a compassionate and strategic people leader with a helpline/call centre background to join our passionate and pioneering organisation.

    You’ll be at the forefront of supporting those affected by two of the most misunderstood neurological conditions, helping to shape the support and information provided for people living with PSP or CBD across the UK.

    What’s more, with part-time hours offering greater flexibility, you’ll enjoy a fulfilling work-life balance while leading a dedicated team whose work makes a real difference every single day.

    So, if you’re ready to be part of a movement that is changing lives, apply today.

    How your role contributes

    As our Helpline Manager, you will lead the delivery and development of a vital lifeline for people living with PSP and CBD.

    You’ll ensure that everyone reaching out for help is met with timely, compassionate, and expert support — putting their needs and voices at the very heart of our services.

    Managing a team of six Helpline Care Navigators and supporting volunteers, you’ll lead recruitment and training to ensure the helpline runs smoothly and sustainably, while nurturing a strong, person-centred team culture.

    Through data-driven insights, you’ll continuously evaluate and improve the service, championing accessibility, safeguarding and inclusion in all aspects of delivery.

    Additionally, you will:

  • Develop policies and procedures to ensure best practice in advice and support
  • Represent helpline users in our magazine and editorial planning
  • Collaborate with senior leadership to design new services that address unmet needs

    What we need from you

    To join us as our Helpline Manager, you will need:

  • Experience of operational management in a helpline/call centre environment
  • Experience managing a team and supporting their professional development
  • Experience working with service users and volunteers across different mediums, including online
  • Experience of regular service data reporting, analysis and evaluation
  • Knowledge of the issues for people living with a neurological condition and their carers
  • Knowledge of safeguarding practices
  • The ability to manage difficult questions, emotions, and situations in a calm and confident manner

    The closing date for this role is 28th April 2025.
    Interviews will be held on the 6th & 7th of May 2025.

    Other organisations may call this role Helpline Team Lead, Support Services Manager, Care Navigation Services Lead, Support Line Manager, Information and Advice Services Manager, or Emotional Support Services Manager.

    Webrecruit and PSPA are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

    So, if you’re looking for a role where you can make a real difference as a Helpline Manager, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency

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