Helpdesk Manager

Job Title: Helpline Manager
Reporting to: Director of Service Development and Improvement
Management Responsibility: 6 Helpline Care Navigators, including roles based in Scotland and Wales
Salary: £21,709.00 for 21 hours per week (FTE £36,182.66)

Benefits:

• Employer contribution to the workplace-defined pension scheme.
• Employee Assistance Programme with UK Healthcare.
  Hours of Work: 21 hours per week, including potential evenings and weekends.
  Annual Leave: 28 days plus bank holidays, pro-rated for part-time role.
  Location: Hybrid working – minimum of one day a week in the office in Milton Keynes and the other days from home.
  Contract Type: Part-Time, Permanent

Key Duties and Responsibilities:

• Oversee the delivery of helpline services tailored to the needs of those affected by Progressive Supranuclear Palsy & Corticobasal Degeneration.
• Manage and develop the professional skills of 6 Helpline Care Navigators.
• Collaborate with the volunteer coordinator to train and support volunteers for the out-of-hours Helpline service.
• Handle workforce planning, recruitment, and retention to meet service demands in alignment with strategic goals.
• Develop and implement policies and procedures that ensure the Helpline's advice and support meet high standards and achieve the best outcomes.
• Utilise performance data proactively for service improvement.
• Ensure compliance with safeguarding, data protection laws, and organisational policies.
• Promote accessibility and uphold commitments to Equality, Diversity, and Inclusion.
• Coordinate with internal teams to identify themes from service interactions to enhance external communications and support advocacy and policy efforts.
• Contribute to the editorial team of the organisation's magazine, ensuring representation of the needs of those affected by Progressive Supranuclear Palsy and Corticobasal Degeneration.
• Assist the Director in exploring and developing new services and products that enhance the lives of those affected by Progressive Supranuclear Palsy and Corticobasal Degeneration.
• Perform additional tasks as agreed upon to support the organisation's objectives.

Note: Duties may be modified to adapt to changing circumstances as determined by the CEO and Board of Trustees.

If you are interested in this role, please apply online or contact Leon Henry at Reed, Milton Keynes for more information.