Helpline Team Leader

The Silver Line Helpline is the only free confidential helpline providing information, friendship and support to older people, open 24 hours a day, every day of the year. We are now recruiting for a flexible, efficient Helpline Team Leader on a 6 month fixed-term basis. The successful candidate will be responsible for supporting Managers in the delivery of a high-quality telephone support service to older people, ensuring that it is delivered in accordance with the Silver Lines values and operational policies and procedures. This is a hybrid position offering a blended work pattern between home and our Blackpool Office, candidates must be willing to travel to the Blackpool office when required. Please note this opportunity will be 30 hours per weeks across 4x 7.5 hour shifts on a rota basis. The working hours will be a fixed pattern between 7.00am and 11.00pm including weekend working. The salary will be pro-rated for part-time (30) hours, which is £25,080 per annum. Must haves: The below competencies will be assessed at the indicated stage of the recruitment process: Application = A and Interview = I * Strong interpersonal and communications skills. A, I * Flexibility to work a variety of daytime, evening, weekend, overnight and bank holidays hours on rotation and when required for holiday and sickness. A, I * The ability and commitment to lead and work as part of an effective, supportive team. A, I * Responsibility for the shift as Shift Leader on a rota basis with other Team Leaders, maintaining a positive morale and motivation of the shift. A, I * To provide regular one to one support meetings with carer call advisors and advisors, agreeing personal objectives, development needs, performance appraisals etc. A, I * The ability to always follow strict procedures and protocols at all times. A, I Great to haves: * Previous experience of supervising a team and performance management would be desirable but not essential. What we offer in return Competitive salary, 26 days annual leave bank holidays annual leave purchase scheme Excellent pension scheme, life assurance, health cashback plan and EAP Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free Blue Light Card Scheme You Did It Awards - recognition awards from £100-250. Additional Information Supporting statements and anonymisation process Candidates are expected to provide a supporting statement alongside their CV that explains how they meet the 'must have' competencies annotated with an 'A' in the job description. This will be used to assess your suitability for the position. Age UK acknowledges that you may use AI to produce your supporting statement and whilst this is acceptable, we do expect candidates to address the must have criteria by personalising your experience, knowledge and skills. Where candidates rely solely on AI content, Age UK reserves the right to reject the application. Please note that all CVs will be anonymised by our recruitment system when you apply for a role at Age UK. Our system is unable to anonymise supporting statements, and we would therefore ask that you remove any personal information including your name before you upload to support the work we are doing on making our recruitment selection process more inclusive. All equalities monitoring information is also anonymised and not shared with the hiring panel. Your name and address will only be known to us once you are invited for an interview. Equal opportunities & Disability Confident Scheme Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. We guarantee an interview to disabled candidates who meet the minimum criteria under the Disability Confident Scheme. Please note that on occasion, due to high numbers of applications, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job. Reasonable adjustments Disabled job seekers can access reasonable adjustments at any stage of the recruitment process. Reasonable adjustments are changes made to remove or reduce a disadvantage related to a person's disability. All requests for reasonable adjustments are considered on a case-by-case basis, in collaboration with the disabled job seeker to best meet their needs. If you require reasonable adjustments, at any stage of the recruitment process, please contact Disability disclosures will be kept confidential and only shared on a need-to-know basis to support the implementation of adjustments. Disclosures will not be used to inform hiring decisions. Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment. Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time. Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.

Location: Blackpool,, GB

Posted Date: 9/20/2025