Telephone Support Worker

Be the voice someone needs in their hardest moment Helpline Telephone Support Worker - Full time and Part time positions available Sunderland and remote working available 37.5 hours/18.75 hours per week (set rota's, including early shifts, mid shifts, night shifts and weekends) £26,607 - £29,378 + unsociable hours enhancements (salary will be pro rata for part-time hours) 1 x Full Time (fixed days, mids and nights), 1 x PT (fixed days and mids) & 1 x PT (fixed mids and nights). Do you want to make a real difference-every single shift? At Mental Health Matters, our helpline is often the first place someone turns in crisis. A calm voice. A listening ear. A moment of human connection. If you're empathetic, resilient, and want to support people through some of life's most difficult moments, we'd love to hear from you. Why join us? • Make a meaningful impact - every conversation matters • Full training provided - no one starts this role alone • Supportive, values-driven team • Clear development pathways in mental health and counselling Mental Health Matters (MHM) is a national charity delivering innovative, life-changing mental health support for individuals and communities across the UK. Through our diverse range of services, we help people improve their mental wellbeing, overcome barriers and lead fulfilling lives. Everything we do is people focused. Whether supporting those who access our services or investing in the wellbeing and development of our colleagues, people are at the heart of MHM. Our workforce is the driving force behind our success, and we are committed to creating an inclusive, supportive and values-led environment where talented individuals can thrive and make a meaningful difference. By joining MHM, you'll become part of a compassionate and ambitious organisation that is committed to improving mental health, promoting recovery and creating positive change in communities across the country. About the role Our 24/7 helpline supports adults experiencing emotional distress across multiple NHS Trusts. You'll: • Provide compassionate, non-judgemental listening • Support callers in moments of crisis and distress • Assess risk and respond appropriately • Offer guidance, signposting and reassurance • Record information accurately and work within service standards Is this role right for you? You might be a great fit if you: • Have experience supporting people with mental health or emotional needs (paid or voluntary) • Can stay calm and make decisions in high-pressure situations • Are a confident communicator with strong listening skills • Are passionate about reducing stigma around mental health • Comfortable using a range of different systems and software Qualifications: • Ideally, you'll have a Level 2 Counselling qualification (or equivalent) • If not, we still encourage you to apply if you have relevant experience in areas like social care, housing or substance misuse • You'll be supported to work towards Level 3 within 6 months Training & support You'll take part in a comprehensive 3-week training programme, giving you the skills and confidence to succeed. From day one, you'll be supported by a team that truly understands the importance of this work. What we offer • 25 days annual leave (pro rata for part-time), increasing with service • 5% pension contribution • Remote working potential • Employee Assistance Programme & wellbeing support • Enhanced family-friendly policies • Cycle to work scheme • Gym discounts & healthcare cash plan • Retail discounts platform • Ongoing training & structured career development A few important things to know • Earliest shift starts at 6:45am and night shifts finish at 7am. • You must be able to attend the full time training programme • This is a rota-based role, rota's are set for full time roles and include day shifts, night shifts and weekends. • Our organisation follows a hybrid work ethos where employees can work remotely or from the office, based on task requirements or personal work preferences. Working from the office is encouraged for tasks requiring a high degree of collaboration Not sure if you meet every requirement? We know great candidates don't always tick every box. If this role excites you and you have relevant experience, we'd really encourage you to apply. How to Apply At Mental Health Matters, we are committed to safer recruitment and ensuring that we appoint people who share our values and are dedicated to making a positive difference. If you are interested in this opportunity, please complete our online application form. As part of your application, you will be asked to answer a number of questions to demonstrate how your skills, knowledge and experience meet the criteria outlined in the person specification. We encourage you to provide examples that highlight your suitability for the role. For further information about our recruitment and selection processes, please refer to our Candidate Guide. Equality, Diversity and Inclusion We are proud to be an equal opportunities employer and are committed to building a diverse and inclusive workforce that reflects the communities we serve. We believe everyone should have access to fair and accessible opportunities, and we are committed to ensuring our recruitment processes are welcoming and inclusive for all. During the application process, we may ask for some personal information to help us understand how we can make our recruitment practices as fair and accessible as possible. Any information you provide will be treated confidentially and used solely for this purpose. We value the unique experiences, perspectives and contributions that diversity brings and are committed to creating a culture where everyone feels respected, supported and able to be themselves. Interested in Finding Out More? We welcome informal conversations about the role. If you would like to discuss the opportunity further, please contact: We look forward to hearing from you and welcoming talented people who share our passion for improving mental health and changing lives. Job description Job responsibilities Be the voice someone needs in their hardest moment Helpline Telephone Support Worker - Full time and Part time positions available Sunderland and remote working available 37.5 hours/18.75 hours per week (set rota's, including early shifts, mid shifts, night shifts and weekends) £26,607 - £29,378 + unsociable hours enhancements (salary will be pro rata for part-time hours) 1 x Full Time (fixed days, mids and nights), 1 x PT (fixed days and mids) & 1 x PT (fixed mids and nights). Do you want to make a real difference-every single shift? At Mental Health Matters, our helpline is often the first place someone turns in crisis. A calm voice. A listening ear. A moment of human connection. If you're empathetic, resilient, and want to support people through some of life's most difficult moments, we'd love to hear from you. Why join us? • Make a meaningful impact - every conversation matters • Full training provided - no one starts this role alone • Supportive, values-driven team • Clear development pathways in mental health and counselling Mental Health Matters (MHM) is a national charity delivering innovative, life-changing mental health support for individuals and communities across the UK. Through our diverse range of services, we help people improve their mental wellbeing, overcome barriers and lead fulfilling lives. Everything we do is people focused. Whether supporting those who access our services or investing in the wellbeing and development of our colleagues, people are at the heart of MHM. Our workforce is the driving force behind our success, and we are committed to creating an inclusive, supportive and values-led environment where talented individuals can thrive and make a meaningful difference. By joining MHM, you'll become part of a compassionate and ambitious organisation that is committed to improving mental health, promoting recovery and creating positive change in communities across the country. About the role Our 24/7 helpline supports adults experiencing emotional distress across multiple NHS Trusts. You'll: • Provide compassionate, non-judgemental listening • Support callers in moments of crisis and distress • Assess risk and respond appropriately • Offer guidance, signposting and reassurance • Record information accurately and work within service standards Is this role right for you? You might be a great fit if you: • Have experience supporting people with mental health or emotional needs (paid or voluntary) • Can stay calm and make decisions in high-pressure situations • Are a confident communicator with strong listening skills • Are passionate about reducing stigma around mental health • Comfortable using a range of different systems and software Qualifications: • Ideally, you'll have a Level 2 Counselling qualification (or equivalent) • If not, we still encourage you to apply if you have relevant experience in areas like social care, housing or substance misuse • You'll be supported to work towards Level 3 within 6 months Training & support You'll take part in a comprehensive 3-week training programme, giving you the skills and confidence to succeed. From day one, you'll be supported by a team that truly understands the importance of this work. What we offer • 25 days annual leave (pro rata for part-time), increasing with service • 5% pension contribution • Remote working potential • Employee Assistance Programme & wellbeing support • Enhanced family-friendly policies • Cycle to work scheme • Gym discounts & healthcare cash plan • Retail discounts platform • Ongoing training & structured career development A few important things to know • Earliest shift starts at 6:45am and night shifts finish at 7am. • You must be able to attend the full time training programme • This is a rota-based role, rota's are set for full time roles and include day shifts, night shifts and weekends. • Our organisation follows a hybrid work ethos where employees can work remotely or from the office, based on task requirements or personal work preferences. Working from the office is encouraged for tasks requiring a high degree of collaboration Not sure if you meet every requirement? We know great candidates don't always tick every box. If this role excites you and you have relevant experience, we'd really encourage you to apply. How to Apply At Mental Health Matters, we are committed to safer recruitment and ensuring that we appoint people who share our values and are dedicated to making a positive difference. If you are interested in this opportunity, please complete our online application form. As part of your application, you will be asked to answer a number of questions to demonstrate how your skills, knowledge and experience meet the criteria outlined in the person specification. We encourage you to provide examples that highlight your suitability for the role. For further information about our recruitment and selection processes, please refer to our Candidate Guide. Equality, Diversity and Inclusion We are proud to be an equal opportunities employer and are committed to building a diverse and inclusive workforce that reflects the communities we serve. We believe everyone should have access to fair and accessible opportunities, and we are committed to ensuring our recruitment processes are welcoming and inclusive for all. During the application process, we may ask for some personal information to help us understand how we can make our recruitment practices as fair and accessible as possible. Any information you provide will be treated confidentially and used solely for this purpose. We value the unique experiences, perspectives and contributions that diversity brings and are committed to creating a culture where everyone feels respected, supported and able to be themselves. Interested in Finding Out More? We welcome informal conversations about the role. If you would like to discuss the opportunity further, please contact: We look forward to hearing from you and welcoming talented people who share our passion for improving mental health and changing lives.