Call System Operators/Monitors – The HelpLine (UK)
ABOUT THE ORGANISATION AND THE ROLE
The HelpLine is a 24/7 global support service dedicated to providing compassionate, confidential assistance to members of the Jewish community across the UK, USA, Belgium, Gibraltar, and beyond. With continued international growth, our service ensures that no call for help goes unanswered — day or night.
We are currently recruiting reliable and motivated Call System Operators/Monitors to ensure our volunteer-run helpline remains consistently available and responsive. This is not a counselling role.
This is a remote, shift-based role that does not require previous experience. Full training will be provided to successful candidates. The role is particularly suited to individuals with a stable home setup with a UPS and reliable internet, a calm and professional manner, and the ability to manage technical systems and respond to real-time operational needs.
MAIN DUTIES & RESPONSIBILITIES
1. Real-Time Volunteer Coordination
- Monitor volunteer logins across different time zones
- Ensure volunteers are online and active for their scheduled shifts
- Arrange backup when too few volunteers are logged in.
2. Call System Oversight
- Oversee the internal call system dashboard and respond to system alerts
- Investigate unanswered calls to ensure appropriate staffing levels, and/or arrange emergency cover
- Ensure that every caller receives a timely and caring response this is a goal.
3. Administrative Monitoring and Support
- Complete simple tracking tasks and system checks during shifts.
4. Weekend, Holiday & Overnight Coverage
- Participate in scheduled overnight and/or Shabbos/Yom Tov coverage under guidance
- Provide remote oversight while on holiday, as and when necessary.
REQUIRED SKILLS & EXPERIENCE
The ideal applicant will have the following competencies:
1. Work experience and industry exposure
- No previous experience required
- Full training will be provided to successful candidates
- Exposure to customer service, support services, or community organisations is a bonus.
2. Technical & Administrative Skills
- Basic computer literacy and comfort with navigating call systems or dashboards
- Stable internet, power supply, and access to a private workspace
- Ability to troubleshoot or escalate technical concerns promptly
- Ability to use initiative and creative thinking (about how to better manage the system).
3. Strong Communication and Interpersonal skills
- Ability to work collaboratively and communicate clearly with team members
- Clear communicator, both written and verbal
- Calm and responsible when responding to time-sensitive situations
- Highly discreet, with a deep commitment to confidentiality.
4. Organisational and Administration Skills
- High attention to detail and accuracy in documentation
- Works well under pressure.
5. Specific/General Requirements
- Reliable, responsive, and professional
- Comfortable working independently and managing overnight or weekend shifts
- Discretion, maturity, and emotional intelligence are essential.
Interested?
Please email updated CV and brief covering letter to: cv@thehelpline.org.uk
Closing date for applications: Friday 7 November 2025
If you have not been contacted within 2 weeks of submitting your application, kindly consider your application to have been unsuccessful
Job Features
| Job Category | Community & Social Welfare, NGO/NPO, Security & Emergency Services |
| Location: | A UK organisation but this position is remote (based in South Africa) |
| Reporting to: | Operations Manager and Volunteer Liaison |
| Nature of contract: | Permanent, Full-time (shift-based) |
| Hours of work: | Potentially Shift-based, including overnight and limited Shabbos/Yom Tov shifts as required |
| Salary range: | R18,000–R20,000 per month, with performance reviews and growth potential |
| Closing date for applications: | Friday 7 November 2025 |
| Interested? | Please email updated CV and brief covering letter to: cv@thehelpline.org.uk |