Case Operations Co-ordinator (Volunteer)

Job reference: 000022

Location: Remote

Salary: Not specified

Employment type: Volunteer

Department: Operations

Hours per week: 2

Teenage Helpline - Case Operations Co-ordinator

This is an exciting opportunity for an individual to join our charity and contribute to our aim of supporting youth to fulfil their best potential. As a Case Leader, you will play an important role ensuring Teenage Helpline manages the volume of all our cases, by supervising our team of Case Operators, whose role it is to assign new cases to available Mentors. We are looking for a strong communicator and a confident leader who is organised and can see the bigger picture of the impact they will have on our charity. The role is voluntary therefore, experience is not necessary and is suitable for students or recent graduates looking to develop their skills whilst working from home.  

 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 

  • Supervising a team of up to 7 Case Operators and conducting regular performance reviews 
  • Co-operating with the Operations team to ensure SLAs are met 
  • Working on projects to constantly improve and finetune our service 
  • Delegating responsibilities when necessary 
  • Ensure your Case Operators work together efficiently to assign a new case to a Mentor 
  • Monitor the progress of current cases 
  • Be the first point of contact in escalation of queries, resolving or escalating further when necessary 
  • Ability to work in line with policies and procedures 
  • Reporting to the Operations Manager 
  • Any other ad hoc work/activities as set 


  • Excellent and consistent communication skills  
  • Superb organisation skills - ensure a member of the team is always on hand to allocate a new case 
  • Flexibility and ability to adapt to high volumes at short notice 
  • Leadership skills – ability to supervise a team towards meeting SLAs 
  • Management skills – ensure effective operations and management practices (e.g.: conflict and time management) 
  • Able to use discretion and judgement when dealing with a wide range of different cases  
  • Assertive decision-making 
  • Ability to remain calm in stressful situations 
  • Good skills in IT and proficient use of Microsoft applications 


The closing date for this job has now passed.