Support Line Manager
Employer: Mermaids
Location: Remote, UK
Working hours: this is a full time permanent position, 32 hours per week. We are happy to discuss and explore flexible options and job share opportunities.
Salary: £36k to £40k (pro rata) depending on experience.
Closing date: 9pm on Tuesday 8th September 2026
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The young people, children and families that we support are at the heart of everything we do at Mermaids. The work that we do has significantly expanded and we now need a highly effective and experienced Support Line Manager to join the organisation. The role is a core part of the our management team and will lead and manage our support line services.
Mermaids is an equal opportunity employer. We encourage applications from those with lived experiences (directly or indirectly) and/or close ties to the LGBTQ+ community. We actively support and encourage people from a variety of backgrounds and experiences to join us and shape what we do. We are particularly keen to receive applications from BPOC (black and people of colour) and/or disabled and trans candidates.
Key Objectives
The Support Line Manager’s key objective is to play a primary role in supporting frontline staff, overseeing risk management, and contributing to service development that reflects the needs of the communities the charity serves. You will be responsible for leading and managing the day-to-day operations of the charity’s helpline (telephone and webchat) services (Mermaids Support Line), and our online forum, ensuring the delivery of safe and high-quality emotional support, information and signposting to service users.
Key Responsibilities
● The role is a manager’s position and will be responsible for overseeing multiple projects & their budgets and may line manage several people. Alongside the post requires the manager to oversee and manage a large number of volunteers.
● Managers are responsible for planning a programme of work or the work of others over an annual cycle to ensure delivery against operational plans. They will contribute and collaborate on operational planning. They are broadly responsible for generating their own work, in partnership with the CEO/COO.
General Responsibilities
● Be responsible for the service delivery of our boundaried helpline (telephone & webchat) services and oversee the management and development of our call handling service, CRM systems and our forum and online platforms.
● Oversee polices and procedures relating to our Support Line and working with other managers to oversee pan-delivery procedures.
● Work with the CEO and Support Line Supervisor to review our service remit ensuring best practice and an effective use of resources.
● Act as the organisation’s Deputy Designated Safeguarding Lead (DDSL) including delivering safeguarding training to staff & volunteers and collating reporting data.
● Drive future development, supported by data analysis and strong understanding of our users needs.
● Lead on the implementation of in-service monitoring and evaluation mechanisms and work with the Monitoring and Evaluation Officer on data collection processes with clear monitoring against agreed KPIs and targets.
● Lead on the development, implementation and review of a range of quality assurance mechanisms.
● Work with the fundraising team and funders to support development and reporting on fundable projects.
● Manage and support the Support Line Officers and Support Line Supervisor along with the Support Line Volunteers. Work with Senior People Manager to recruit and train Support Line Volunteers to help deliver our helpline offer.
● Embed a positive culture which embraces equality, diversity, accessibility and inclusion.
Flexible working and some evening and weekend working will be required in line with our service hours which are subject to revisions:-
Monday - 10.30am-6pm
Tuesday - 1.00-8.30pm
Wednesday - 10.30am-6pm
Thursday - 1.00-8.30pm
Friday - Closed
Person Specification
Support Line Manager
You should be able to demonstrate
that you meet the following criteria:
Measured by:
E = Essential A = Application Form
D = Desirable I = Interview
QUALIFICATIONS & RELEVANT EXPERIENCE
E Proven experience managing or supervising support/advice services, helplines, or similar frontline roles.
E Demonstrable experience/ understanding of the technical aspects of a helpline service
E Experience in implementing safeguarding procedures and managing risk/escalation protocols.
E Experience in monitoring and evaluation and impact;
CRM management and data/ evidence gathering, delivery of KPIs and reporting to funders
E Inclusive leadership style with a commitment to equity
and diversity.
E Adaptable, proactive, and solution focused.
KNOWLEDGE & SKILLS
E Strong leadership and people management skills, including coaching, supervision, and performance management.
E Awareness of issues affecting LGBTQ+ communities, particularly trans, non-binary, and gender-diverse people.
E Understanding of confidentiality, data protection, and equality principles.
D Skilled in rota planning, resource management, and service monitoring.
Key terms
Place of Work: Remote
Contract Type: Subject to 6 months’ probation, this is a full time permanent position, 32 hours per week, 4 days a week (we operate a 4-day working week arrangement).
We are happy to discuss and explore flexible options and job share opportunities.
Salary: £34,000 to £38,000 depending on experience
Annual Leave: The full-time core holiday entitlement is 26.5 working days.
Pension: Mermaids will contribute 6% of salary to the Mermaids pension scheme, 2% will be automatically taken from your salary as the employee contribution.
Benefits: All staff members receive the following benefits:
• 4-day week (32 hours)
• Remote working
• Increased annual leave based on length of service (an additional 1 day per year up to a maximum of 4 days)
• Bank holiday flexibility (can be worked if preferred)
• Christmas closure
• Birthday leave
• Access to a GP 24/7, an employee assistance programme and external supervisors
• Health cash plan (the ability to claim back medical and dental costs)
Probation & notice: The post is subject to a six-month probationary period. During this period, you will be entitled to receive, and are required to give, at least one weeks’ notice of termination, which must be in writing. After successful completion of your probationary period, you are entitled to receive one month’s notice and are required to give three months’ notice of termination, which must be in writing.
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