Sessional Helpline Operator

Job Title: Sessional Helpline Operator

Department: Domestic & Sexual Abuse (DSA) Helpline

Location: Remote working from home

Hours: Sessional: 10pm – 07.15am

Salary: £14.50* per hour (*3.5% shift premium included)

Reports To: Helpline Co- Ordinator

The closing date for applications is 4pm on Friday 14th February 2025.

Job Purpose

Our Helpline Operators play a crucial role within the Organisation as they deliver the 24 hour Confidential Domestic & Sexual Abuse Helpline ensuring the efficient and effective operation of the service.

As a Helpline Operator you will ensure that Nexus deliver and facilitate the best possible service to our clients through the consistent and professional implementation of Nexus policies and Procedures.

The primary responsibility of this role is to receive and handle calls during overnight hours, offering empathetic assistance, guidance, and signposting to appropriate support agencies.

The successful candidate will be committed to maintaining confidentiality, handling calls sensitively, and adhering to data protection and safeguarding requirements at all times.

Essential Criteria

• 3 years’ experience in working with staff and projects in Counselling, Psychotherapy, Health and Social Care, Social Work or equivalent.
• Previous experience of working on a helpline or a crisis intervention role, as a volunteer or in a paid capacity particularly in the field of domestic abuse support, is preferred.
• Demonstrable excellent interpersonal skills.
• Strong active listening skills and the ability to provide effective support and guidance to callers.
• Excellent communication skills, both written and verbal, with the ability to convey information clearly and concisely.
• Problem-solving abilities and the capacity to make quick decisions.
• Proficiency with relevant software and tools used in helpline operations.
• Knowledge of industry-specific policies and procedures.
• Experience working in a similar helpline or customer service setting.
• Minimum of 2 years’ experience working with Microsoft computer packages
• Commitment to diversity, inclusion, and cultural sensitivity in supporting individuals from diverse backgrounds.
• Relevant training or certifications in crisis intervention, counselling, or social work are advantageous.

For more detail about this role, including key responsibilities and desirable criteria, please download the Job Description below:

How to apply:

Please forward a CV, maximum three A4 sides, ensuring you have included mobile and home telephone numbers, as well as any dates when you will not be available for interview if you were to progress to the next stage of shortlisting. You must also complete the CV Application Requirements Form below and return this with your CV to recruitment@nexusni.org. Please ensure that you also complete the Equal Opportunities Monitoring Form below by the closing date.

The closing date for your application is 4pm on Friday 14th February 2025. Applications should be made by email to: recruitment@nexusni.org

Equal Opportunities

Nexus is an Equal Opportunities Employer and all applications for employment are considered strictly based on merit.

Equality Monitoring 

Along with the application form, please complete the Equal Opportunities Monitoring form linked above. This will not be disclosed to anyone involved in shortlisting your application.

Disability

In accordance with the Disability Discrimination Act a person is disabled if they have, or have had, “a physical or mental impairment which has, or has had, a substantial and long-term adverse effect on your ability to carry out normal day to day activities”.

If you consider yourself to have a disability relevant to the position for which you are applying, please contact recruitment@nexusni.org so that we can process your application fairly, make any specific arrangements for your interview, and make any necessary reasonable adjustments or adaptations, or provide any aids to assist you in completing the duties of the post if appointed.