Infoline: 08444 775 774*

Mon-Fri 9:30am - 5.30pm

Text Service: 07537 416 905

Infoline: 08444 775 774*

Mon-Fri 9:30am - 5.30pm

Text Service: 07537 416 905



Job Description – Helpline, Volunteer and Office Co-ordinator

Responsible to: Services Manager
Salary: £18000 per annum
Hours: 37.5 hours per week
Annual Leave: 28 days inc. bank holidays
Based: Zion Community Resource Centre, Hulme, Manchester, M15 4ZY
Fixed Term: One year
DBS check: Standard disclosure.


Job Summary
Anxiety UK is seeking to recruit a driven, resilient individual with a strong sales and customer service background that is a good team player with a ‘can do’ attitude to:

·         Co-ordinate and develop the charity’s Infoline (helpline) and associated services;

·         Lead on the implementation of the Infoline Promotional Plan to drive membership sales and interactions;

·         Co-ordinate Anxiety UK infoline volunteers and APT volunteers.

·         Ensure high quality infoline services (helpline, email, instant messaging and text support) services are consistently delivered

·         Lead on the co-ordination & delivery of administrative duties

·         Lead on the co-ordination of the Anxiety UK Participation Group



Main Duties
1. To co-ordinate the charity’s Infoline and related services ensuring that the Infoline operates to capacity and callers receive a responsive, high quality service at all times (adhering to and maintaining relevant industry Quality Standards and assurance/accreditation procedures).
2. To deliver all Anxiety UK Infoline targets including achieving the required % call answered rate and all other internal and external service targets including membership and product sales targets
3. To supervise and line manage the performance of volunteers on the Infoline ensuring that motivation is optimised so as to ensure achievement of membership and other targets.
4. To lead on the promotion of the Infoline and associated services, ensuring that call volume targets are met.
5. To assist with the development of any potential new Infoline and associated Infoline services including securing funding for such services; co-ordinating the implementation and delivery of such services, once established.
6. To monitor service quality and provide detailed management and reporting information on key service delivery targets and statistics over any given period for internal and external requirements.
7. To recruit, induct, train all infoline advisors and volunteers engaged by Anxiety UK (with the exception of Anxiety UK approved therapists) and to develop and co-ordinate placement opportunities (including but not limited to, placements for health and social care students) on the infoline.
8. To co-ordinate and deliver Anxiety UK’s administrative requirements including but not limited to, taking minutes at meetings, managing the charity’s postage and photocopying needs, leading on data entry associated with gift aid and fundraising activities.
9. To be responsible for ensuring that Anxiety UK’s office space is kept in an organised and tidy manner, compliant with health and safety legislation and information governance/data protection requirements.
10. To lead on the co-ordination and delivery of Anxiety UK’s Participation Group.



General Work Related Expectations
1. To work within Anxiety UK’s values, ethos and vision.
2. To contribute to the development of Anxiety UK
3. To work in accordance with all Policies and Procedures of Anxiety UK
4. To identify and attend training as required
5. To work in accordance with all relevant legislation
6. To undergo regular supervision and an annual appraisal
7. To undertake any other duties as required, appropriate to the post

Closing date for receipt of applications: Tuesday 29th August 12 noon

Interviews will be held on Thursday 31st August 2017

Please submit your application to: or by post FAO Nicky Lidbetter by 12 noon on Tuesday 29th August 2017