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Services

Helpline Practice Manager

Services

Helpline Practice Manager

Helpline Practice Manager

  • Annually:
    £41,503 - £46,114 per annum plus 3.5% shift allowance in addition to £200 hybrid allowance
  • Region:
    Northern Ireland
  • Location:
    Belfast - Lanyon Building
  • Department:
    NSPCC Helpline
  • Vacancy Type:
    Fixed Term
  • Duration of Fixed Term:
    6 Months (with possibility of extension)
  • Closing Date:
    16 April 2025

Please note that this vacancy involves a hybrid arrangement of home and office working and therefore candidates will need to be within a commutable distance of our Belfast Helpline office. 

What is the NSPCC vision?

At the NSPCC, our vision is to end cruelty to all children in the UK. Every childhood is worth fighting for. This is our belief. It drives us. And it's why our Services team never stop sharing our learning, information, advice and support with everyone who needs it.

It's a unique and ambitious mission - join us as a Helpline Practice Manager and create work that means the world.

What does the NSPCC Helpline do?

We are a fast-paced national Helpline which provides advice, information and support to members of the public and professionals who wish to access the NSPCC via telephone, email and social media.

Our priority is to empower the public to ensure children and young people are protected from harm. Showing, empathy, sensitivity, and common sense, our dedicated teams provide emotional support and practical guidance to anyone who thinks a child may be at risk – or to those children and young people themselves.

What skills are we looking for?

You will use your significant experience in social care and safeguarding to support the Helpline Service Heads in delivering innovative frontline child protection advice and support services to members of the public and other safeguarding professionals.  You will take a lead role in providing live support to staff from a variety of social care backgrounds.

To be successful in this role, you will need to have:

  • Ability to assess information received, risk and take appropriate action to safeguard children's welfare.
  • Knowledge of child development, families and parenting
  • A strong understanding of current child legislation and practice guidance.
  • Experience in the provision of advice, counselling and providing assistance via telephone and in writing
  • Ability to build relationships with various internal departments as well as external authorities
  • Ability to work effectively as a coach and manager
  • Good IT skills
  • As an organisation committed to Equality, Diversity and Inclusion, you will understand the importance of racial and cultural difference, of disability and other protected characteristics to allow you to respond to a diverse user group

What are the expected shifts at the NSPCC Helpline?

The Helpline operates a hybrid-working model, with an option that one in three weeks is worked from home; these will be a mix of day and evening shifts. IT equipment will be provided, but you will need to have an ergonomic workspace at home that will allow you to work confidentially and keep organisational information secure.

The NSPCC Helpline is operational every day and the post holder will be required to work a rota shift pattern that covers the period 7:30am-10pm on weekdays and 8am-7pm on weekends. This also includes working weekends and bank holidays.

What are the benefits for working at the NSPCC?

Our people are at the heart of everything we do, they are the reason we can keep working to protect children and prevent abuse. So, to ensure our employees feel happy, supported, and valued, we offer a range of fantastic benefits. Below are just a few:

  • Your salary is reviewed every year to ensure it's at least comparable with the UK's top 5 charities
  • You are entitled to 29 days annual leave, plus bank holidays (if you work full-time). After 5 years this increases to 32 days!
  • We match your pension contributions up to 7%
  • You have access to our online discount portal with over 3,000 discounts & offers
  • You have access to our Wellness Hub which provides tools to support your wellbeing (Employee Assistance Programme, emotional resilience training, mindfulness resources and more!)

 

For any further information, please contact HelplinesRecruitment@nspcc.org.uk

The NSPCC is committed to equality and diversity and wants to attract a range of talented people. The NSPCC fully supports the rights and opportunities of all staff to seek, obtain and hold employment and to enjoy equal employment opportunities without discrimination.

 

 

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Working in the Services team The application process

Safer Recruitment

As an organisation, we are committed to creating and fostering a culture that promotes safeguarding and the welfare of all children and adults at risk. Our safer recruitment practices support this by ensuring that there is a consistent and thorough process of obtaining, collating, analysing and evaluating information from and about candidates to ensure that all persons appointed are suitable to work with our children and adults.


Trauma Informed

At the NSPCC we are on a journey to becoming a trauma-informed organisation for the children, young people and families that we work with, as well as our staff and volunteers. To be trauma-informed is one of the guiding principles that shape and guide our 2021-2031 Strategy. This means understanding the nature of adversity, trauma, and resilience so that we can work towards reducing and preventing further harm and promoting recovery and healing. Coming to work at the NSPCC will provide the opportunity for you to join us in our commitment to becoming a trauma-informed organisation.

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The most interesting reason for working with the
NSPCC is that the NSPCC highly embraces,
encourages
and promotes diversity and
inclusiveness of staff.

Siobhan Walters / Children's Services

Welcome, I'm the NSPCC Bot and I'm here to help