Location: Remote working with requirement for occasional travel to Belfast

Department: Domestic & Sexual Abuse (DSA) Helpline

Salary: NJC Scale Points 18-23: £28, 405- £31, 321 (pro-rata)

Hours: 30 hours (shift pattern to be agreed upon appointment) 

Reports to: Head of Professional Services

Closing Date: Monday 10th March 2025 (5pm)

Job Description

The postholder will be the leader of a team ensuring the efficient 24-hour operation of Nexus’ Confidential Domestic & Sexual Abuse Helpline. Responsibilities include overseeing helpline operators, coordinating schedules and leave, and handling esculated calls. This Role ensures high service standards are being maintained by constantly applying Nexus policies & procedures on the daily.

Person Specification

The postholder will demonstrate a proven track record of the essential skills, abilities, knowledge and/or qualifications required to be able to carry out the duties of this post.
 

Essential Criteria

• 3 years experience in working with staff and projects in Counselling, Psychotherapy, Health & Social Care, Social Work or Equivalent.
• Demonstrate experience dealing with complaints from clients.
• Demonstrate experience of attending meetings.
• Demonstrate excellent interpersonal skills.
• Previous experience in a supervisory or coordination role, preferably in a call centre or customer service environment.
• Excellent communication skills, both written and verbal, with the ability to convey information clearly and concisely.
• Strong organisational and time management skills.
• 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.

Desirable Criteria

• Computer literacy including software scheduling and evaluation systems such as SPSS and VCC Call handling.
• Management experience in a helpline or support service role
• Supervising the work of staff/volunteers with an advice or helpline
• Previous experience of working on a helpline as a volunteer or in a paid capacity
• Experience of working within the education/health/social care/voluntary sector

Working Requirements

The shift co-ordinator will work remotely with the requirement to attend meetings on occasion in the Belfast Office. The position may require working evenings, weekends, or holidays to ensure 24/7 coverage of the helpline service. 

This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of responsibilities. The employee may be required to perform tasks not listed in this description as needed.

For more detail about this role 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 5pm on Monday 10th March 2025. Applications should be made by email to: recruitment@nexusni.org

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.