REF: NWM/694 Working Hours: 25 hours per week Work Pattern: Week 1: Wednesday: 5PM - 10.30PM Thursday: 2PM - 7.30PM Saturday: 2PM - 10PM Sunday: 2PM - 10PM Week 2: Wednesday: 4.30PM – 12.30AM Friday: 5PM - 10.30PM Saturday: 5PM - 10.30PM Sunday: 2PM - 10PM S alary: £25,134 per annum, salary will be pro rata for part time hours *This service operates 7 day per week, 365 days per year, there will be a requirement to work bank holidays and over the Christmas period on a rota basis. Employees will receive a double pay rate if working bank holidays, in addition you will receive an unsociable hours uplift 20% of employee single hourly rate when covering shifts between 10PM - 12AM/ midnight). 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. Key Responsibilities: 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. Experience: 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. T o view the Job Description please click on link: JD Telephone Support Line Operative.pdf 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] Should you wish to have a informal chat about the role, please contact Georgina - Triage and Support Line Team Leader [email protected] Individual Interview Dates will be confirmed for interviews 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. Recruitment Guidance for Candidates.pdf How To Apply *Candidates are required to complete an application form, t he link to the application form can be found here Norfolk and Waveney Mind - Application Form.docx once you have downloaded and completed the application form you will be required to upload your application form via the “ Apply for this job”. If you need to contact us please contact the HR Department on 0300 330 5488. Norfolk and Waveney Minds Equity Statement We welcome applications from people from all ethnicities, genders, sexual orientations, socio-economic classes, religions and disabilities. We also value and actively encourage applications from those with lived experience of mental health, recognising that your personal journey can bring unique insight and empathy that helps others feel heard, supported, and valued. At Norfolk and Waveney Mind, we are committed to fostering a diverse and inclusive environment where everyone passionate about mental health feels 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.