Helpline Duty Team Leaders, Premier Lifeline

Premier Lifeline is the Community Unit of Premier Christian Communications and interacts with the public, churches and other Christian organisations.  Premier Lifeline currently includes Premier Lifeline: the National Christian Helpline and Premier Prayer 

This is a key role supporting the team of volunteer Lifeliners who are operating the services of Premier Lifeline, working to support the Premier Lifeline Director and Premier Lifeline Operations Manager

DEPARTMENT: Premier Lifeline
SALARY SCALE £23,000-£27,000 dependant on qualifications and experience
HOURS OF WORK: 37.5hrs per week – this will include regular shift working/taking part in an on-call rota evenings, overnight, weekends and public holidays
CONTRACT: Permanent (subject to a 6 month probation period)
REPORTING TO: Premier Lifeline Support Manager

The key purposes of the Premier Lifeline Support Worker are to:

  • Provide supervision and support to an allocated team of volunteers to encourage them in their work and enhance their skills and commitment
  • Provide on-call support to the Lifeliners 24/7 as part of a rota
  • Assist with the day-to-day coordination of the Lifeline rota and operation


Premier Lifeline: the National Christian Helpline

  • Provide planned ongoing support and supervision to an allocated group of volunteers
  • Provide a “duty desk” function for Lifeliners during core hours
  • Provide on-call support to volunteers as part of an out of hours rota
  • Maintain Lifeline volunteer rota, keeping record of their availability for the rota and absences
  • Arrange volunteer cover when required for the Lifeline rota
  • Read Lifeliners’ records of calls; respond as appropriate
  • Assist with administrative tasks (e.g. updating volunteer records, sending resources)
  • Respond to issues raised by members of the public by telephone, email and letter including comments and complaints regarding Lifeline and its volunteers
  • Respond to concerns regarding the operating of the Lifeline Telephone System
  • Keep detailed records of contact with Lifeliners, support offered, comments and complaints, responded to on a shared Volunteer Management Software package
  • Represent Premier Lifeline, its policies and protocols, and the role of its volunteers
  • Participate in the training and induction of new Lifeliners
  • Know when to refer issues raised by Lifeliners and the public to Senior Staff for advice and direction – the Premier Lifeline Support Manager in the first instance
  • Attend Lifeline team meetings, events and ongoing training where appropriate
  • Be an active part of the Lifeline staff team and work closely across the departments within Premier

Premier Prayer

  • Support volunteers who pray for Premier
  • Respond to and process the daily Prayer Requests emails and letters from the public. Maintain list of volunteers to pray for these and send out the prayer requests
  • When required, facilitate and host the monthly Prayer Meeting for Premier in London
  • Prepare list of prayer needs of Lifeliners for internal monthly prayer meeting



  • A relevant degree or professional qualification in caring, health, counselling or pastoral care (although proven experience will be considered)
  • Significant experience in the caring or health sector, and/or pastoral care
  • Experience in working with volunteers
  • Experience of praying with others
  • Ability to manage people, rotas, and respond to situations as they arise
  • Good understanding of the English language
  • To have a shown ability to relate cross culturally
  • Good understanding of different Christian denominations and churchmanship
  • Good administration skills


  • Knowledge of Christian caring organisations
  • Awareness of the needs of people experiencing mental health problems and emotional distress, plus those with additional needs or disabilities
  • Competent in researching and resourcing


  • Excellent listening skills and empathetic
  • Strong interpersonal skills with the ability to work as part of a team, to network and to work in partnership with others
  • Excellent organisational skills with the ability to manage time, multi-task and prioritise
  • Ability to understand the role and activity of a Christian confidential listening helpline and the needs and potentially challenging nature of its callers
  • Good understanding of the role of volunteers and the specialist nature of supporting them in their role of taking calls at home
  • Ability to work in a busy and demanding role dealing with people and issues which can be emotionally and psychologically impacting
  • Ability to work independently in line with the needs of the Department
  • Self-motivated and enthusiastic, a good encourager and compassionate
  • Reliable and trustworthy – people will rely on your availability at their point of need
  • Ability to maintain clear boundaries and avoid favouritism, discrimination or bias
  • To be a good team member committed to working with other team members for the common good of Premier Lifeline and Premier Christian Media within their policies and protocols
  • Good and accurate communication skills both written and oral with the confidence needed to promote the organisation and enthuse others
  • Clear understanding of the Christian faith; different denominational groups and cultural perspectives; coming to faith; Christian healing; and the role of prayer

Closing Date will be 30th March 2018

Due to the number of applications we receive we cannot reply to unsuccessful candidates, therefore, if you have not heard from us within two weeks of the closing date please accept that, on this occasion, your application has been unsuccessful.

Premier reserves the right to conduct interviews before the closing date for application.

Click here to download the full job description. To apply for the role please fill in the application form below.