Helpline Services Manager

The role

1. Ensuring bereaved people who contact the Cruse Bereavement Support helpline receive the
highest quality service through:

• Providing operational and managerial leadership to Support Line Volunteers and Helpline employees
• Having overall responsibility of recruitment, development and engagement of Helpline Volunteers.
• Having overall responsibility for coordinating, managing and effectively deploying Helpline Volunteers and Helpline Officers who staff the Helpline
• Managing relationships with relevant parts of the organisation to ensure teams have access to necessary resources and tools, including content to support callers.

2. Support the development of the service (Phone / Email): In line with Cruse Bereavement Supports strategic objectives through leading on the operational implementation.

3. Manage the development and implementation of Cruse’s feedback process. Working crossorganisation to support reporting on complaints, concerns and compliments. Actively participate in development of Complaints policy.

How to apply

Your application must consist of a CV and covering letter, which outlines your suitability for the role with reference to the Job Description and Person Specification and should be no longer than two pages. Please send your application to [email protected]

The closing date for applications is 21st March 2025, We reserve the right to close the advert early, as interviews will be held as suitable candidates apply.

Please be advised that if you do not hear from us by 28th March 2025, unfortunately on this occasion you have not been shortlisted.

Cruse welcomes and encourages applications from all protected groups as defined by the Equality Act 2010. Appointment will be made on merit.

Criminal Record Checks

All staff are required to complete a Criminal Record check. Staff working directly with clients will be required to complete an enhanced check. We comply with the relevant codes of practice and they can be viewed online:

• Applicants in England and Wales: DBS Code of Practice
• Applicants in Northern Ireland: AccessNI Code of Practice

Previous convictions will not prevent full consideration of your application to work with Cruse. Our Recruitment of Ex-offenders’ Policy & Handling Criminal Record Check Data Policy are available on request by email.

We comply with all relevant data protection legislation and process your data fairly.