Case Lead (Volunteer)

Job reference: 000021

Location: Remote

Salary: Not specified

Employment type: Volunteer

Department: Operations

Hours per week: 2

About Teenage Helpline 

Teenage Helpline is an online mentoring service run by young people to be used by young people. The aims of Teenage Helpline are to provide the first stepping-stone for young people who may need to get professional support, but do not feel comfortable seeking this support for themselves. We also provide mentoring for young people who do not need professional support, but who need a little extra attention and support to help them cope with other personal issues.

Your main responsibilities will be 

  • Monitor inboxes and assign new cases to our Mentors using our Mentor database and profiles, delegating responsibilities when necessary
  • Monitor the progress of current cases and resolving any queries, concerns or issues
  • Co-operate with the management team to ensure SLA’s are met
  • Provide fresh new ideas to finetune our case operation
  • Prioritise daily tasks whilst accounting for unforeseen challenges (e.g.: scheduling conflicts)
  • Encourage a positive environment, supporting a safe and productive workplace


  • Strong written and verbal communication skills
  • Excellent organisation
  • Flexibility and ability
  • Leadership and management skills
  • Able to use discretion and judgement when dealing with a wide range of different cases
  • Assertive decision-making
  • Good skills in IT and proficient use of Microsoft applications

Please note we are particularly interested in hearing from volunteers who would be happy to support our charity at evenings and weekends.