Helpline Co-ordinator

About You: Are you an organised, compassionate and confident communicator who enjoys supporting people and making a real difference? Cruse Scotland is looking for a Helpline Co-ordinator to join our small but mighty staff team and help coordinate our national Helpline service, supporting bereaved people across Scotland. We are looking for someone who is organised, reliable and confident communicating with a wide range of people.You will ideally have:Experience of working with people who may be vulnerable, distressed or in difficult circumstances.Strong communication and listening skills.Excellent attention to detail and accurate data-entry skills.Good IT skills and confidence using databases, email and other digital systems.The ability to maintain confidentiality and handle sensitive information appropriately.The ability to work calmly and professionally when situations are challenging.Experience of supporting or working alongside volunteers would be an advantage.The ability to work independently while also being an active and supportive member of a team.Most importantly, you will share our commitment to providing compassionate and accessible support to people experiencing bereavement.About The Role: Working closely with the Helpline Manager, you will help ensure the smooth and effective day-to-day running of the Helpline.Your responsibilities will include:Supporting and coordinating our dedicated Helpline volunteers.Taking Helpline calls during busier periods and providing a calm, compassionate and professional response to callers.Supporting volunteers when they are dealing with challenging or complex calls.Responding to clients and third parties via email.Processing referral forms and ensuring information is accurately recorded on our database.Maintaining accurate and timely records and completing regular data entry.Following established procedures to support the safety and wellbeing of callers, volunteers and colleagues.Contributing to team meetings, training and ongoing development.Supporting the wider Helpline team with day-to-day administration and coordination.People contacting our Helpline may be experiencing significant distress, and on occasion may express thoughts of suicide or self-harm. You will therefore need to be able to remain calm and professional in challenging situations, follow agreed procedures and seek appropriate support when required. Full support, guidance and training will be provided.About the organisation: Cruse Scotland is Scotland's leading bereavement charity. We provide bereavement support to anyone in Scotland who needs us, whenever they need us.Our services include Helpline support, individual and group counselling, support for children and young people, bereavement support and training for workplaces – alongside a range of other services and resources.Our services are delivered with the support of a dedicated volunteer workforce who are trained to professional standards. Their commitment, compassion and enthusiasm are at the heart of everything we do.We are proud to invest in our volunteers through ongoing training, connection, support and development opportunities.Our Helpline: Our Helpline volunteers provide an outstanding service to bereaved people across Scotland. They are home-based and located throughout the country, connecting regularly through virtual meetings, training and opportunities to meet in person.The Helpline Co-ordinator plays an important role in creating those connections – supporting volunteers, helping them feel part of a team and ensuring they have the information and support they need to provide the best possible service.The Helpline is also an important gateway into Cruse Scotland's wider services, while providing immediate emotional support to anyone in Scotland who needs someone to talk to about their grief.Your new colleagues: Our volunteer workforce of around 250 people is based in communities across Scotland, working across our North, South, East and West areas. They are supported by a staff team of around 22 people.Our staff team brings together a wide range of skills and experience across client services, volunteer management and support, training, income generation and charity governance.Although we are a relatively small team, we place a strong emphasis on connection, collaboration and supporting one another. We meet fortnightly as a whole staff team and value the sense of community this creates.Feedback from our staff satisfaction survey included:“I haven't been here long but I can confidently say Cruse Scotland is one of the best organisations I have worked for, both from work and flexibility and overall organisation support from all staff and management