14 hours per week /Felixstowe or Bury St Edmunds (fixed term) Do you want to join a rewarding, supportive and impactful team where staff and service users wellbeing truly comes first? We are looking for two warm and non-judgemental Telephone Support Line Operators for our Suffolk Night Owls Service to listen, provide emotional support and advice to service users who ring the help line for support. The Suffolk Night Owls Telephone Support Line is available to anyone in Suffolk (excluding Waveney) who needs emotional support, including those with complex emotional needs and anyone struggling with loneliness, depression or anxiety. Suffolk Mind’s mission is to make Suffolk the best place in the world for talking about and taking care of mental health. Key information: Two roles available Hours: 14 hours per week (2 night shifts) Work pattern: Tuesday and Sunday (Felixstowe) or Wednesday and Saturday (Bury St Edmunds) 17:50pm – 1:10am with a 20-minute unpaid break Salary: £9,601.35 - £10,753.51 per year (full time equivalent: £25,375.00 - £28,420.00) plus 20% enhancement rate after 10pm for unsociable hours Overtime: Additional overtime available (no guaranteed hours) Location: Felixstowe or Bury St Edmunds Contract type: Fixed term until 31 st March 2027 Why work for Suffolk Mind? We are committed to supporting the health and wellbeing of our staff and have tailored our benefits package to support this; we offer: 25 days holiday per year plus bank holidays as standard– increasing to 30 days with length of service (pro rata for part time employees) Your birthday day off An option to buy or sell annual leave Health and dental care insurance plan Occupational sick pay scheme Pension scheme Blue Light Card – offering discounts on 100’s of retailers both in store and online Monetary reward for length of service Refer a friend scheme Plus, internal wellbeing courses, opportunities for training, flexible and hybrid working options, excellent support and job satisfaction. Is the job for you? Telephone Support line workers are there to listen and support service users. You will be an excellent listener, and provide impartial support and information, and be comfortable dealing with challenging or distressing calls. Key requirements Below is a brief summary of the key requirements for this role, but for more information please make sure you visit the vacancies page on our website and download the full job description and person specification. 2 years Experience of working with people in mental health Experience working with people suffering from mental distress Experience of providing in a 121 setting Good listening and people skills Knowledge of the range of local, national, statutory and voluntary agencies with which individuals may come into contact. If you are looking to use your skills towards a career where your need for meaning and purpose are met, then come and join our team. To apply, please complete a Suffolk Mind Application form and state which role location you would be applying for (2 nights in Bury St Edmunds or 2 nights in Felixstowe) by visiting our website, select ‘get involved’ from the top menu then ‘vacancies’ in the drop down list. Telephone Support line Operator JD and Specification. Closing date for applications: midnight Thursday 23 rd April 2026 Interviews: Monday 4 th May and Thursday 7 th May 2026 Interview questions may be sent in advance of interview. We aim to let all applicants know the status of their application within 4 weeks from closing. Please complete our Equality and Diversity Survey here. If you require any reasonable adjustments such as access or information in an alternative format, please inform us soon as you are able so that we can make the appropriate adjustments. NO AGENCIES PLEASE Suffolk Mind is committed to safeguarding and promoting the welfare of all children, young people, and adults at risk who have contact with our services and personnel. We expect all staff and volunteers to share this commitment. Background and DBS checks will be required for relevant posts as part of our Safer Recruitment procedures. Additional keywords: Telephone Support Line Operator, mental health, charity, listener, night shift, help line