Support Line Manager
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Mermaids
Remote (local)- Career category: Advocacy/ Policy, Programme/ Project design & management
- Job type: Job
- Experience level: Other (specified in job description)
- Organisation type: Civil Society
- Remote option: Remote (local)
- Right to work requirements: Not specified
- Remuneration: USD 36,000 USD-USD 40,000 USD / yearly
- Work schedule: Flexible
- Length of contract: Not specified
- Deadline: 08/09/2026
- Location: United Kingdom
The young people, children and families that we support are at the heart of everything we do at Mermaids. The work that we do has significantly expanded and we now need a highly effective and experienced Support Line Manager to join the organisation. The role is a core part of the our management team and will lead and manage our support line services.
Mermaids is an equal opportunity employer. We encourage applications from those with lived experiences (directly or indirectly) and/or close ties to the LGBTQ+ community. We actively support and encourage people from a variety of backgrounds and experiences to join us and shape what we do. We are particularly keen to receive applications from BPOC (black and people of colour) and/or disabled and trans candidates.
Key Objectives
The Support Line Manager’s key objective is to play a primary role in supporting frontline staff, overseeing risk management, and contributing to service development that reflects the needs of the communities the charity serves. You will be responsible for leading and managing the day-to-day operations of the charity’s helpline (telephone and webchat) services (Mermaids Support Line), and our online forum, ensuring the delivery of safe and high-quality emotional support, information and signposting to service users.
QUALIFICATIONS & RELEVANT EXPERIENCE
Mermaids is an equal opportunity employer. We encourage applications from those with lived experiences (directly or indirectly) and/or close ties to the LGBTQ+ community. We actively support and encourage people from a variety of backgrounds and experiences to join us and shape what we do. We are particularly keen to receive applications from BPOC (black and people of colour) and/or disabled and trans candidates.
Key Objectives
The Support Line Manager’s key objective is to play a primary role in supporting frontline staff, overseeing risk management, and contributing to service development that reflects the needs of the communities the charity serves. You will be responsible for leading and managing the day-to-day operations of the charity’s helpline (telephone and webchat) services (Mermaids Support Line), and our online forum, ensuring the delivery of safe and high-quality emotional support, information and signposting to service users.
QUALIFICATIONS & RELEVANT EXPERIENCE
- Proven experience managing or supervising support/advice services, helplines, or similar frontline roles.
- Demonstrable experience/ understanding of the technical aspects of a helpline service
- Experience in implementing safeguarding procedures and managing risk/escalation protocols.
- Experience in monitoring and evaluation and impact; CRM management and data/ evidence gathering, delivery of KPIs and reporting to funders
- Inclusive leadership style with a commitment to equity and diversity.
- Adaptable, proactive, and solution focused.
- Strong leadership and people management skills, including coaching, supervision, and performance management.
- Awareness of issues affecting LGBTQ+ communities, particularly trans, non-binary, and gender-diverse people.
- Understanding of confidentiality, data protection, and equality principles.
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