Helpline Coordinator

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 helpline and associated services;
  • Lead on the co-ordination of the Anxiety UK Participation Team – APT;
  • Lead on the implementation of the helpline promotional plan to drive membership sales and interactions;
  • Co-ordinate Anxiety UK helpline volunteers and APT volunteers.

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

Responsible to: Services Coordinator
Salary: £18000 per annum pro rata
Hours: 20 hours per week
Annual Leave: 28 days inc. bank holidays pro rata
Based: Manchester central locality
Fixed Term: One year
DBS check: Standard disclosure.
Main Duties
1. To co-ordinate the charity’s helpline and related services ensuring that the helpline 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 helpline targets including achieving the monthly membership targets and sales volumes.
3. To manage the performance of volunteers on the helpline ensuring that motivation is optimised so as to ensure achievement of membership and other targets.
4. To lead on the promotion of the helpline and associated services, ensuring that call volume targets are met.
5. To assist with the development of any potential new helpline and associated hepline services including securing funding for such services.
7. To monitor service quality and provide detailed management information on key service delivery targets and statistics over any given period for internal and external requirements.
8. To recruit, induct, train all advisors and volunteers engaged by Anxiety UK (with the exception of Anxiety UK approved therapists).
9. To co-ordinate fundraising and participation activities
10. To co-ordinate volunteering and involvement activities across Anxiety UK
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 applications is Noon on the 1st March 2019.

Interviews will be held on the 5/6th March 2019.

Completed application forms and equality monitoring forms should be sent to or by post FAO Beatrice Lukoseviciute Nunes House 447 Chester Road Old Trafford Manchester M16 9HA

If you are in the Manchester area, have you thought about volunteering with Anxiety UK?

Alternatively there is the Participation Group for external volunteering opportunities.