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Customer Service Supervisor / Helpline Manager Family Engagement

Employer
hireful
Location
London
Salary
£19,200 per annum
Closing date
23 Jul 2018

View more

Function
Operations & Service Delivery
Sector
Crime
Hours
Part Time
Contract Type
Permanent

Job Details

Customer Service Supervisor / Helpline Manager (Family Engagement) 

Our client is a national charity that supports those affected by imprisonment and offers support to their children and families. 

Position: Family Engagement Manager - Helpline Services 
Location: Central Office, London SE58UA 
Job Type: Part Time, Permanent 
Hours: 30 hours per week (involving occasional evening or weekend working) 
Salary: £19,200 per annum (FTE £24,000) 
Benefits: Generous annual leave entitlement, cycle to work scheme, eye care vouchers, free confidential advice and counselling service plus more. 

Closing date: 23rd July 2018 
Interviews commencing week beginning: 30th July 2018 

About the role: 

Our client is seeking a Family Engagement Manager to lead the expansion of its successful Helplines Services for the families and friends of prisoners and people with convictions. 

With over 10,000 calls a year, some contacts are one off such as seeking information about prison visits, while others may develop into more complex family casework or result in referrals to other services, such as befriending. Underpinning all of this, is their focus on supporting people to maintain or enhance positive relationships during a very difficult time in their lives. 

The Family Engagement Manager is a new post, responsible for the management of the team and the day-to-day running of the Helplines Services. With a focus on quality, you will be responsible for recruiting, training and organising the team of volunteers and employees; a large part of your role will be making sure the team are well supported and able to handle the wide variety and pace of calls received with sensitivity and empathy. You will also have a focus on how the service is delivered by making sure systems and processes are effective and that data is collected, analysed and reported on, but more importantly used to continue the development of the services for the benefit of service users. As a member of the Gateway Services team, you will contribute to the leadership, planning and delivery of cross-team projects including befriending, peer support groups and the London courts service. 

About you: 

With a strong track record in supporting people with complex needs and knowledge of the criminal justice system, you will have the ability to motivate and lead your team to offer support to callers with sensitivity and empathy. 

You will also be committed to supporting your people ensuring they have the opportunity to debrief regularly, and the opportunity to develop their knowledge and skills. 

Knowledge of safeguarding, health and safety, data security and other important aspects of running a high-quality service will be key and ideally you will have operational management experience to match this. 

Above all they are looking for an individual who shares their values and is passionately committed to delivering a high quality, impactful service. 

This post is subject to a 6 month probationary period, verification of identity and proven right to work in the UK, satisfactory references from previous employers covering a 5 year period, and a declaration of any unspent criminal convictions (and where appropriate a satisfactory risk assessment) and a Disclosure and Barring Service basic check. 

Our client welcomes applications from all backgrounds including those who have previous convictions (appointment to post is subject to a risk assessment). 

You may have experience of the following: Case Management, Rehabilitation, Family Services, Support Work, Criminal Justice System, Charity, Charities, Third Sector, Not For Profit, Social Work, Advocacy, Helpline Advisor, Helpline Support, Helpline Supervisor, Customer Service Advisor, Customer Service, Volunteer Management, Operations Manager, Team Leader, etc. 

This vacancy is being advertised by EasyWeb Recruitment, the UK’s leading Online Recruitment Agency. The services advertised by EasyWeb Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.

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