Helpline Manager

The Motor Neurone Disease (MND) Association have an exciting opportunity for an MND Connect (Helpline) Manager to join our MND Connect Team (helpline and support service) at our national office in Northampton on a part time basis, where we operate a trusting, collaborative, and agile working environment.

Salary: c.GBP35,000 FTE (c.GBP28,000 pro rata) per annum plus benefits

Location: Northampton with agile working

Hours: Part-time 30 hours per week

Contract Type: Permanent

About the role

The MND Connect Manager will take responsibility for the line management, day-to-day running, and adequate resourcing of the MND Association's helpline (MND Connect), which comprises of paid staff and volunteers, ensuring an effective and efficient response to meet the needs of people affected by MND.

You will provide a service that helps to create positive emotional and practical support for people with MND and those affected by the disease, whilst ensuring the service is sensitive and responsive to the needs of all users and delivers successful outcomes.

You will lead on the effective deployment of the CRM system, and drive the service to consistently demonstrate the Association's values.

What are we looking for?

You will have extensive experience of helpline management within a health or social care environment, demonstrating excellent team and people management, particularly in performance and development, along with experience of providing person-centred emotional support by telephone, email or face-to-face.

You will be successful at building strong relationships, along with the ability to establish a culture of high achievement and team working and be able to provide support to the wider team if required.

Your key skills will also include:

• An understanding of health & social care and medical & research issues
• Excellent relationship building and influencing skills with key decision makers across the Association and health and social care organisations.
• Strong analytical skills to interpret and present statistical management information effectively.
• Experience of operating in a modern digital workplace with experience of online case management systems and an understanding of the importance of data quality.
• Ability to respond quickly and effectively to changing needs, service requirements and to meet tight deadlines.

For full role responsibilities please view the job description.

Please note this role is 30 hours per week and we are very flexible in how these hours are worked.

How to apply?

We would love to hear from you, if this sounds like the perfect opportunity for you, apply online now and submit a supporting statement and CV.

About Us

The MND Association was founded in 1979. Our mission is to improve care and support for people with MND, their families and carers. We also fund and promote research that leads to new understanding and treatments and brings us closer to a cure for MND. The Association also campaigns and raises awareness so the needs of people with MND, and everyone who cares for them, are recognised and addressed by wider society.

We operate an agile working environment within a flexible office space using the latest technology and digital infrastructure. This, together with a high level of trust and performance driven culture, gives staff the freedom and flexibility to work in the best way for them, the Association and, most importantly, people with MND.

We are committed to equality and value diversity. We are working hard to remove perceived and actual barriers to participation for people with and affected by MND, current and future staff, volunteers, and stakeholders.

Important Notices

This role is currently based remotely due to the covid pandemic. In normal circumstances this role will be based at our national office in Northampton with an option for agile working.

Please submit your application as soon as possible; due to the high volumes of applications we receive, we reserve the right to close any adverts before the closing date once we have received sufficient applications.

Our selection process will be multi-stage; this may include video call screening, psychometric assessments, and competency-based interview/s.

We request that recruitment agencies do not contact us in relation to this role. We work hard to fill our roles directly and if assistance is required, we operate a PSL, which currently closed for review. We do not accept speculative CVs from recruitment agencies/ head-hunters.