Caller Support Co-ordinator

Samaritans receives over five million calls each year covering all kinds of issues.  We started with just one man and a phone, and today we’re one of the world’s biggest helplines with over 20,000 volunteers.

We are looking for a
Caller Support Co-Ordinator to join Samaritans Central Office based in Ewell, Surrey, to work with both staff and volunteers to help ensure the support offered to callers is of the highest standard possible.

The role is responsible for supporting the implementation of various processes to support the organisations zero tolerance approach to people who misuse the Samaritans services. 

To analyse trends and data in order to support colleagues and volunteers when we are concerned about a caller to ensure we can where possible evidence our decisions on how we are going to support someone. Provide statistical information to support the review process regarding signposting callers to other organisations. 

To be the first point of contact for external agencies seeking information about callers contacts. You’ll need to be a confident and clear communicator and be able to explain the nature and limits of Samaritans’ services to callers and external agencies.

  • Support the implementation of the various Caller Support processes to help address the misuse of service.
  • Responsible for providing statistical information with regards to the actions taken to address the misuse of service.
  • Provide administrative support to ensure the caller support documentation is current, relevant, and up to date.

Skills & Experience Required

  • Experience in working within a busy reactive/responsive role.
  • Experience in collating/investigating large volume of statistical information to support decisions.
  • Proven ability to work independently whilst understanding the importance of escalating issues quickly when required.
  • Will need to be a confident and clear communicator and be able to explain the nature and limits of Samaritans’ services to callers and external agencies.

Employee Benefits

We offer some brilliant benefits including flexible working, family-friendly policies, and training to support your development.

  • Hybrid working – linked to Ewell (Surrey office) with home and office working (1-2 days per week in the office)
  • 12 month fixed term contract 
  • £26-£29K per annum plus benefits
  • There may be occasional weekend and evening work required


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 warmly welcome applications from a diverse range of backgrounds and experiences. We are committed to making our recruitment processes accessible to everyone and are flexible in how we receive information. If you would like to apply via a different format or let us know how we can support you to be the best you can be, please contact the People team.

If this sounds like the opportunity for you, please apply. You’ll be asked to complete the application form and submit this along with your CV outlining your suitability, your transferable skills and motivations for applying.

This role will close for applications on 27th November 2023 with video interviews taking place soon after.