Support Line Officer
Employer: Mermaids
Location: We operate as a fully remote organisation; this role is home-based with occasional travel for in-person meetings
Working hours: Full Time (32 hours per week)
Salary: £26k to £28k
Closing date: 9pm on Monday 12th January 2026
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The young people, children and families that we support are at the heart of everything we do at Mermaids. We have ambitions to expand the work that we do and to achieve that we need a highly effective and experienced Support Officer to increase organisational capacity by taking on essential support functions that free up specialist staff to focus on direct service delivery.
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 Officer’s key objective is to enable Mermaids to deliver exceptional, highquality services by providing effective operational, administrative and coordination support. Working closely with the Operations Manager and across the Communities, Youth, Support Line and Training teams, the role will ensure smooth day-to-day operations, strong communication, accurate systems and consistent quality standards. By increasing organisational capacity and supporting continuous improvement, the Support Officer will allow frontline teams to focus on what matters most; delivering positive impact for the people and communities we serve.
Key Responsibilities
● Enable high-quality service delivery – provide practical, responsive support to our Operations/Volunteers, Communities, Youth, Support Line and Training teams so that they can focus on delivering exceptional services to those we support.
● Support effective operations – ensure the smooth running of key day-to-day operations by providing high-quality administrative support to the Operations Manager and wider team.
● Maintain accurate systems and records - ensure our systems, databases and records are kept up to date, accurate and compliant.
● Support quality, compliance and governance – assist with maintaining policies, procedures and documentation to ensure services meet internal and external requirements.
● Contribute to continuous improvement – identify opportunities to improve processes, systems and ways of working, supporting service development across teams.
● Enhance organisational capacity – increase team capacity by managing essential support tasks, enabling service leads to prioritise frontline work.
● Provide reliable and professional support – be a trusted, collaborative, approachable and dependable source of support for colleagues, contributing to a positive, values led culture.
General Responsibilities
● Maintain good working relationships with all staff members, volunteers, and stakeholders.
● Manage own time effectively and ensure attention to detail at all times.
● Conduct the duties of the job description in accordance with the operational policies of Mermaids, including, but not limited to, the confidentiality and code of conduct policies.
● Adhere to all Mermaids policies and procedures.
● Undertake any other reasonable duties as may be required such as attending events and residential weekends when requested.
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