Shift Supervisor - Helpline Be the Voice That Changes Lives - Join Our Helpline! Are you passionate about supporting people in crisis? Want to make a real difference? Shift Supervisor - Mental Health Helpline Hybrid: Office days in Sunderland, home-based nights/weekends ⏰ Full-time 37.5 hrs, including weekends & nights £27,516 - £30,382 unsociable hours enhancements 4-week in-person training, career development & wellbeing support About us Mental Health Matters (MHM) is a national charity with over 40 years of experience in delivering high-quality mental health and social care services. We have a positive impact on the lives of people living with mental health needs in our local communities. Everything about MHM is people focused, our people are central to delivering the highest quality of service and care to people who access our services. About the role Our Helpline is a 24/7 telephone crisis management and support service. We provide confidential emotional support to callers and provide advice and guidance around mental health and other issues. Our services also include web chat and SMS text support. The Helpline is open 24 hours a day, 365 days a year. What you'll do: Lead shifts and support your team to deliver life-changing help Provide emotional support via phone, webchat & SMS Assess risk, signpost services, and ensure everyone feels heard You're: Level 2 Counselling certificate (or equivalent experience) Experienced in mental health or social care Empathetic, organised, confident, and an excellent communicator What we offer 25 days annual leave (pro rata), increasing with service 5% pension contribution Employee Assistance Programme & wellbeing support Enhanced family-friendly policies Cycle to work scheme Gym discounts & healthcare cash plan Retail discounts platform Ongoing training & structured career development ✨ Make a real impact. Join a 24/7 helpline that changes lives every day. How to Apply We operate Safer Recruitment processes, so if you are interested in this role, you will need to apply via our online application form. Please ensure you answer all of the shortlisting questions to demonstrate how you meet the Person Specification criteria. If you have any additional supporting information you would like to include, you can add this into your application form. We are an equal opportunities employer. We really value diversity and are committed to ensuring our processes are inclusive. We may ask some personal information during the application process, however, everything we ask is to ensure we can offer fair and accessible opportunities for everyone. If you would like to have an informal conversation about this role, please contact: Clair O'Connor Apply now and start making a difference!