PeerChat Team Leader

Title: PeerChat Team Leader

Reporting To: Head of Youth Services

Responsible For: PeerChat Supporters

Location: Remote in the UK

Salary: £28,000 FTE (£16,800 prorated)

Hours of Work: 3 days / 24 hours per week, covering the service between the hours of 2-10pm Monday to Wednesday, with the ability to cover sickness and annual leave where needed. 

Contract: Permanent

Benefits:  

• 25 days annual leave per year, plus public holidays;


• Company electronic devices;


• Enhanced salary sacrifice pension scheme;


• Private health insurance after completion of probation;


• Eligibility for a Blue Light discount card

Closing Date: Friday 6th February 2026, 5pm. We reserve the right to close the job advert early if we receive a high number of applicants, so we encourage applying early. 

Please Click Here for the full Candidate Pack for this role. 

Job Summary
Coordinate and support the PeerChat service, including team management, training, service delivery, and system administration, ensuring quality, safeguarding, and continuous service development.

Key Responsibilities 

• Assisting in the successful launch of the PeerChat Service including rostering, team co-ordination, training and development, overseeing the QA of the Service, and supporting with data analysis and reporting. This will also include delivering/leading Peer Chat sessions with service users as and when required.


• Assisting with on-going tech development and testing of Aselo and Simply Book


• Supporting with training and development of PeerChat Supporters


• Supporting with using data from Supporters & Young People during the pilot to continue developing the service in line with needs


• Updating Simply Book with PeerChat Supporter availability and profiles


• Adding and removing Supporters from systems


• Managing ageing out of Supporters


• Checking shifts on Deputy and ensuring these are authorised for payment


• Leading on training and ongoing onboarding of Supporters


• Cross referencing appointment requests with eligibility criteria, approving and/or rejecting booked appointments, and responding with appropriate signposting


• Transfering of appointment booking information from Simply Book to Aselo, prior to the appointment taking place


• Updating automated email and SMS correspondence templates from Simply Book to Peer Supporters 


• Updating canned responses on the Aselo system


• Allocation of Chats to the correct Supporter as they come through the system


• Managing post-appointment follow up correspondence to users


• Engaging with other services and organisations to promote the service to new users


• Escalation and documentation of Safeguarding and risk-to-life cases


• Setting up and closing down shifts


• Joint management of the current 16 Supporters (number of Supporters is expected to increase once the pilot is launched)


• Management of QAs, check-ins, debriefs, 1-2-1s and Supporter feedback 


• Lead/input into monthly/weekly meetings


• Lead/input into the bi-weekly Mix Service report and meeting

The PeerChat service was launched in 2025, so much of this role will be initially focused on assisting in the successful launch of the service. Longer term, however, the role will also be responsible for the following: 

• Leading on the on-going development of the Resource Directory


• Supporting the Community Team and managing the team within that space - this will include frontline working and Community Lead


• Working with the Volunteer Team to develop the pathway between Community and SHOUT volunteers, through to the PeerChat Support role


• Continue working with the team to continue developing the Supporter experience


• Supporting the data team with Surveys, data collection and feedback, particularly during the pilot


• Work with the Head of Services to shape the 3 year plan for Peer Support Service


• Input into the future development of e-learning modules

Person Specification

Essential Criteria 

• Availability to work 2 - 10pm Mon–Wed and cover sickness/leave as needed.


• Ability to deliver/oversee peer support sessions


• Knowledge of safeguarding and risk management


• Strong digital/administrative skills across multiple systems


• Good communication and collaboration skills
  

Desirable Criteria  

• Experience coordinating teams, shifts, or rosters


• Experience managing staff or volunteers
  

This role is subject to eligibility to work in the UK, plus satisfactory background and reference checks. 

We understand that AI is increasingly part of everyday life, and you might choose to use it when putting together your application. While AI can be a helpful tool, we ask that anything you submit reflects your own skills, experiences, and perspective. We value authenticity and integrity, and we want to see what you uniquely bring to our team and why our mission resonates with you personally.