Helplines Performance and Development Manager

HOST (Helplines Operational Support Team) exists within the NSPCC National Services directorate to provide advice, guidance and support to the helpline services (Childline and the NSPCC Helpline). The team work with a wide range of stakeholders (from volunteers to trustees) offering a single point of expertise in workforce planning and development, technical system support, performance reporting and data insight.



In order for the Helplines to be there for those that need us, we need to ensure that we have the right people in the right place at the right time, and delivering the right service. The Helplines Performance and Development Manager (HPDM) will be responsible for forecasting, performance monitoring, operational planning and workforce development (ensuring high levels of system competency) across the Helplines. The post holder will also lead on key decisions around business continuity planning to ensure our services are as available as possible when people need us most. 


We're looking for someone that can:- 

  • Support Childline and Helpline to always be the most effective that they can be - whether championing process or system change, helping the services to continually improve their offer to those that need them most. 
  • Foster a culture of being proactive with the data we have at our fingertips. Personally and with the support of others in the team, ensure we are always looking ahead at the opportunities where we can improve the performance and quality of service delivery. This will involve working closely with senior managers to spot trends before they become issues and pull together pragmatic ways to solve problems. 
  • Translate data effectively - have a keen eye for reports, KPIs and importantly, know how to translate this information for others to turn into the right kind of action. The post-holder will work closely with the other HPDM in HOST to ensure that best practice and knowledge from either service is shared between Helpline and Childline for the benefit of overall operational effectiveness. 


Experience working in either Helpline or Childline would be advantageous but is not essential. Please refer to the job description for a detailed overview of the role, responsibilities, and required experience and skills. Applicants are asked to prepare and submit an application with specific reference to each of the points against the person specification. First round interviews are due to take place w/c 10th May.



If you have any questions in relation to this post, please contact Ross Copland, Service Head (HOST) at ross.copland@nspcc.org.uk

  • Annually:
    £34,000 - £39,898 plus On Call Allowance and London weighting where applicable. Flexible to any Childline/Helpline base location with Remote Working during COVID
  • Region:
    Flexible & home working
  • Location:
  • Department:
  • Vacancy Type:
  • Working Hours Per Week:
  • Closing Date:
    9 May 2021

Share this page
Share with linkedin
Share with facebook
Share with twitter
Share with email
Welcome, I'm the NSPCC Bot and I'm here to help