Call Handler
Salary £ 8,186.88
North East
Vacancy listed 07/08/2026
Application deadline 24/08/2026
Details
Job title:                                        Call Handler                                    
Responsible to:                      HIU Project Lead              
Hours:                                             Part-time, 12hours/week 
Based at:                                  Fully remote- Occasional office work
Contract length:                      Temporary, 6-months – with potential for extension.
Salary:                                            £8,186.88/annum
Benefits:                             Private health cash back plan, Access to employee discount scheme, Enhanced pension contribution, 24 days annual leave increasing depending on length of service

Purpose of job
As our organisation continues to grow and expand its mental health and wellbeing services, we are seeking to recruit two Support Line Operators to join our team on a fixed-term, six-month contract.

Our Support Line provides a compassionate, confidential, and non-judgemental listening service for people aged 16 and over living in Newcastle, Gateshead, and Northumberland. The service offers a safe space for individuals to talk openly about how they are feeling, whether they are experiencing emotional distress, loneliness, or simply need someone to listen. In addition to providing emotional support, the service offers information on mental health and wellbeing and, where appropriate, signposts people to local services that can provide further support.
 
The Support Line is available seven days a week, operating Monday to Friday from 2:00 pm to 10:00 pm and Saturday and Sunday from 12:00 pm to 8:00 pm. This role involves working a rota that includes evenings and weekends to ensure consistent support is available when people need it most. Flexibility to work across these hours is essential.

Key Responsibilities 

  1. Deliver a high-quality, confidential, and person-centred listening service to people  over accessing the Support Line.
  2. Provide compassionate, empathetic, and non-judgemental emotional support through active listening, ensuring every individual feels heard, respected, and valued.
  3. Build rapport and communicate effectively with callers from a wide range of backgrounds, recognising and responding appropriately to their individual needs.
  4. Provide accurate information about mental health, wellbeing, and available support options, signposting individuals to appropriate statutory, voluntary, and community services where further support may be beneficial.
  5. Recognise when an individual's needs fall outside the scope of the Support Line and follow organisational procedures for escalation, safeguarding, or referral where appropriate.
  6. Maintain clear professional boundaries, ensuring the service remains within its remit as a listening and signposting service rather than providing counselling, therapy, or clinical advice.
  7. Adhere to all organisational policies and procedures, including safeguarding, confidentiality, information governance, equality, diversity and inclusion, and health and safety.
  8. Demonstrate professionalism, resilience, and self-awareness, making appropriate use of supervision and support to maintain personal wellbeing and deliver a consistently high standard of service.

Person Specification 
Essential Criteria

1.      Demonstrable experience delivering listening or emotional support services, ideally within a mental health, health, social care, or voluntary sector setting.
2.      Excellent listening, communication, and interpersonal skills, with the ability to build rapport and respond with empathy and professionalism.
3.      Knowledge of mental health and wellbeing, safeguarding, confidentiality, and professional boundaries.
4.      Ability to recognise when an individual's needs are beyond the scope of the service and signpost or escalate appropriately.
5.      Good organisational and IT skills, with experience maintaining accurate and confidential records.
6.      Ability to work independently and collaboratively, with a commitment to equality, diversity, inclusion, and continuous professional development.

Desirable Criteria

1.    Accredited or recognised training in Mental Health First Aid (MHFA), Active Listening, Suicide Awareness, Safeguarding, Trauma-Informed Practice, or similar.
2.    Knowledge of primary care health services.
3.    Experience of working with or within the voluntary sector (particularly mental health).
4.    Experience of working within mental health service.



Benefits

Private health cash back plan, Access to employee discount scheme, Enhanced pension contribution, 24 days annual leave increasing depending on length of service

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