Helpline & Performance Manager

ID: 1391 Job title: Helpline & Performance Manager Service: FamilyLine Salary: Grade 4 (lower) Point 29-33: £36,842- £41,106 per annum + £480 homeworking allowance Permanent Contract Location: Homebased Hours: 37 hours per week - full-time Contract: Permanent Family Action & the Role’s Impact: At Family Action we support people through change, challenge or crisis. It’s what we’ve done for over 150 years. We protect children, support young people and adults and offer direct, practical help to families and communities. We see first-hand the power of family to shape lives, for better or worse, so we speak up for the importance of family in national and local policymaking, amplify family voices and represent the changing needs of families in the UK today. Are you passionate about supporting families and empowering individuals to navigate life's challenges? Are you ready to be part of a transformative initiative that extends beyond traditional helpline services? Join us on this groundbreaking journey! Your impact We are looking for a dynamic and experienced Helpline and Performance Manager with a strong background in delivering services. The successful candidate will play a pivotal role in leading our helpline service, ensuring the delivery of high-quality services that positively impact the lives of children and families. The successful candidate will have: Excellent communication skills including report writing and personal presentation. Experience in management or coordination of a service and of workforce supervision. Experience of overseeing the running of a helpline. Strong analytical skills with the ability to interpret data and implement performance improvements. Commitment and understanding of equal opportunities. Experience with Microsoft Office programs. Ability to work in a team and manage own workload. Ability to work flexibly; currently, the helpline is open Monday to Friday, 9am to 9pm. Benefits: An annual paid leave entitlement that commences of 30 working days plus bank holidays. Up to 6% matched-pension contributions. Flexible working arrangements and new starters have the right to make flexible working requests from day one of employment. Enhanced paid sick leave and paid family leave provisions. Eye care and winter flu jabs vouchers. Cycle to work scheme. Investing in your professional development with ongoing quality training and career development opportunities. We are forward-looking, ambitious and committed to continuous improvement. We are a people-focused, can-do organisation, which strives for excellence in all we do and operates with mutual respect. To Apply: Download and submit a completed Application Form linked to the Family Action job advert. Closing Date: Friday 14th February 2025 at 23:59. To learn more about Family Action: Careers. To help us fulfil our commitment to diversity and promoting equal opportunities: complete our anonymous Equality & Diversity Monitoring Information survey. Interviews are scheduled to take place w/c 24th February 2025 via Teams. For direct queries or if you would like to discuss any aspect of the selection process or flexible working requests, please email: ayse.hassan@family-action.org.uk Our commitment to Equality, Diversity & Inclusion: We are happy to consider any reasonable adjustments that candidates may need during the recruitment process and you will be asked whether you require any adjustments if shortlisted for interview. We also make reasonable adjustments on the job, where required. We are committed to Equality, Diversity & Inclusion in all that we do and welcome applications from all sections of the community. Intersectionality is important to us and we particularly welcome applications from ethnically diverse communities, LGBTQIA+ candidates and disabled candidates because we are committed to increasing the representation of these groups at Family Action. We know that greater diversity will lead to even greater results for families and children and strive for our workforce to be truly representative of the diverse communities we support. We offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria for the role, and will reimburse your travel cost if you attend an interview. *Ordinarily Family Action appoints new starters at the starting point of the salary scale (with subsequent annual pay progression), unless you have experience that would justify appointment further up the salary scale or there are any other exceptional reasons.

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