Domestic Abuse Helpline Team Leader

Key responsibilities:

• To oversee and develop the operational service delivery of the helpline team.
• To supervise and provide guidance to a team of frontline staff on a day to day basis.
• To lead the team to provide proactive, short term support and advice.
• To lead and contribute to the operational direction of the service.
• To manage and supervise staff within First Light policies and procedures framework ensuring appropriate and effective service provision.
• To contribute to staff development and professional practice through the Staff review and development process to include annual appraisal.
• To support the recruitment, selection and retention process for staff, supporting with the induction process and training of new recruits.
• To enure that accurate record processes are implemented and maintained detailing client contact, carrying out monthly audits and data quality checks.
• To provide management reports to contribute to the analysis of effective practice and to contribute to and inform service development.
• To attend and contribute to regular team meetings/management meetings, and lead monthly team meetings with staff.
• To ensure that accurate recording processes are implemented and maintained detailing client contact.
• To develop the accessibility to the service for all people from the protected characteristic groups to ensure the service is available to all.
• To support other team leaders and cover sickness/ annual leave

Essential requirements:

• Be able to work from our office base at Pool Innovation Centre on a day-to-day basis.
• Experience with line managing a team.
• Experience working with victims of Domestic Abuse/Sexual Violence and/or vulnerable people.
• The ability to remain calm and resilient is essential, as is an up-to-date knowledge of housing, criminal, civil and welfare rights legislation relating to domestic abuse.

Added benefits:

• A comprehensive induction and training programme.
• A wellbeing day per financial year (1st April to 31st March)
• Access to external supervision to discuss personal or emotional responses to traumatic cases, to ensure emotional and psychological wellbeing.
• Health and wellbeing resources including our staff Wellbeing Group, Staff Consultation Committee and active participation in our employee engagement platform.
• Access to an Employee Assistance Programme which includes a 24/7 telephone helpline offering medical, emotional and financial support.
• Working for an organisation committed to Equality, Diversity and Inclusion. We encourage applications from all sections of the community, and all backgrounds regardless of age, race, faith, disability, neurodiversities, genders, gender expression or sexuality. First Light are a Disability Confident Committed Employer and have an LGBTQIA+ Staff Network.
• Annual pay review and employer contribution pension scheme.

Salary: £27,879 per annum rising to £28,441 per annum on successful completion of probation.

Hours: 37.5 hours per week

Holiday: 25 days annual holiday entitlement increasing to 30 days after 5 years’ service per annum plus bank holidays.

Base: Pool Innovation Centre

Contract: Permanent