Caller Support Officer

We are looking for two Caller Support Officers to join Samaritans' Branch & Volunteer Services team on a 6 month fixed term contract. You will be working with both staff and volunteers to help ensure the support offered to callers is of the highest standard possible. With the rest of the team you will provide an efficient and responsive service to volunteers, always looking at ways to help develop and improve the service provided, and engaging volunteers in order to deliver a consistent approach to callers. 

We are a fun, friendly and supportive team whose focus is on delivering excellence to our callers and volunteers. The team sits within the operations directorate and is split into Safeguarding and Caller Support, Quality and Service Improvement and Volunteer Services. Between us and the senior volunteers that work alongside us we support 201 branches, over 20,000 amazing volunteers across the UK and ROI whilst ensuring we provide a safe and effective service to our callers. 

  • 6 month fixed term contract with plans to extend beyond this​
  • Full time (35 hours per week)

  • £28,000-£30,000 per annum plus benefits 

  • We encourage flexible working hours, talk to us about your preferences

  • We welcome applications from anywhere in the UK and are happy to consider a home-based, hybrid or office-based arrangements

Key Responsibilities:

  • Provides expert support and guidance regarding Caller Support policies, procedures and best practice to senior volunteers in relation to callers with complex needs. 
  • Jointly responsible for the production and reviewing of organisation wide Samaritan plans to ensure consistency of support.

  • Respond to callers in terms of caller support related enquiries including, appeals against callers Samaritan plans, restricted or barred callers. 

  • Take action to help address the misuse of service and call barring thresholds, working closely with members of the operations team to review systems used as required.

Skills and Experience:

  • Previous case management experience 
  • Understand the needs of a wide range of vulnerable callers 
  • Good understanding and experience of applying safeguarding legislation and processes

  • Experience of working with and managing support for individuals in distress or with complex emotional/mental health needs

  • Managing complex and confrontational situations from a range of stakeholders.

  • Social work qualification (desirable)

Samaritans is wholly committed to inclusion and diversity and to building a culture and environment where everyone is appreciated for the unique person they are. We welcome applications from a diverse range of backgrounds and experiences.

Closing date for applications is 25/01/2022. Full Job Description can be found here