Team Leader (Volunteer)

Job reference: 000044

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. Not only this, but 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. 


About the role:

This is an exciting opportunity for an individual to join our charity and contribute to our aim of supporting youth to fulfill their best potential. As a team leader, you will play an important role in supervising up to 7 mentors within your team. As a team leader you will be the first point of contact for your team ensuring any issues are resolved, monitoring mentor performance and reviewing their responses. 

We are looking for a collaborative individual 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 from various courses, looking to develop their skills whilst working from home. 

Key responsibilities:

· Report directly to the operations co-ordinator. 

· Manage and supervise up to 7 mentors and keep in regular contact offering 1-1 support. 

· Monitor teams’ operation and performance 

· Monitor SLA’s are being met 

· Regular performance evaluation 

· Provide encouragement to team members (including team goals & identifying areas for improvement) 

· Listen to team members’ feedback and ensure all queries are resolved efficiently and monitor our case management system (CMS) 

· Be the first point of contact in escalation of queries and be able to resolve those before escalating the issue further. 

· Any other ad hoc work/activities as set. 



· Ability to convey information using good written and verbal communication.

· Organisational skills to manage mentors and motivate your team. 

· Leadership skills 

· Team working skills/ Team player 

· Strong relationship building skills 

· Decision making skills 

· Motivational skills 

· Results – orientated 

· Willingness to continuously learn 

· Critical thinking and Problem – solving skills 

· Analytical skills to be able to analyse performance of your team. 

· Ability to deliver set tasks on time /Time management 

· Good skills in IT and proficient use of Microsoft applications. 


Practical Considerations 

All of those who volunteer for this position will need to have access to a computer, the internet and e-mail and have a comfortable space to work from home.