Bereavement Helpline Co-ordinator (2 posts)

Exciting opportunities have arisen to join the Cruse Scotland Helpline staff team! This small but mighty staff team help support and manage our national Helpline that takes calls across Scotland each day of the year and we are keen to hear from you if this sounds like a role made for you!

Clients who contact our Helpline can sometimes be distressed, or angry and, occasionally, suicidal. You must therefore be able to remain calm to deal with such situations and take responsibility for ensuring procedures are implemented for the safety of our clients and volunteer team. The role also involves taking Helpline calls from callers during busier periods.

Excellent data entry skills are a must, as the role not only requires regular data input, but will also involve responding to clients and third parties who access our support via email-including processing and entering referral forms into our database. Experience in corresponding with vulnerable people and supporting volunteers would be advantageous.

About the organisation: We are Scotland’s leading bereavement charity who provide bereavement support to anyone in Scotland who needs us. The range of support includes helpline, individual and group counselling support, children and young people’s services, bereavement support and training to workplaces……and so much more! crusescotland.org.uk The services offered to clients are delivered by our volunteer workforce who are trained to professional standards and it’s fair to say that their motivation and commitment is contagious. We value their contributions highly, and ensure an excellent programme ongoing training and connection as well as support and development opportunities for them.

Our Helpline: Our Helpline team are simply extraordinary! They are all volunteers and provide an outstanding service to bereaved people across Scotland. They are home based, located throughout Scotland, but meet regularly as a team virtually and face to face a few times throughout the year. These regular online meetings and training events provide a sense of community, and the Helpline Co-ordinator roles will play a vital part in these connections going forward. The role of our Helpline service not only provides the key referral route into the organisation but is also available for emotional support which is available for anyone in Scotland who needs to speak about their grief in the moment.

Your new colleagues: Our volunteer workforce of 250 people are located in communities across Scotland, in our North, South, East and West Areas, and are supported by a small but mighty staff team of 22. The staff team comprise a mix of roles and talents, which include the co-ordination of client services, volunteer management and support, training, income generation and governance of the charity. As a staff team of 22 we connect fortnightly to ensure a real sense of community and enjoy good relationships across the team.

Feedback from our staff satisfaction survey included:

“I haven't been here long but I can confidently say Cruse Scotland is one of the best organisations I have worked for, both from work and flexibility and overall organisation support from all staff and management”

“I find Cruse Scotland to be a very inclusive organisation with a great ethos, responsive to staff and volunteers”

Shift Patterns:

Shift patterns are done rotationally throughout Helpline operating hours of 9am-8pm Monday-Fridays and Weekend 10am-2pm.

All staff are expected to attend our fortnightly staff team meetings Wednesday mornings from 9.45am-11am –this will be accommodated into your shift pattern.

In addition to your contracted hours, there will be opportunity to work additional hours to cover these shift patterns for colleagues’ annual leave and ad hoc cover when needed. The staff rota is circulated 1 month in advance.

Our Helpline is open each day of the year, requiring Helpline staff to support cover across public holidays 365 days a year.

Completed application to be submitted by 5pm on Monday 16 June 2025 by email to: info@crusescotland.org.uk

Short Listed Candidates Notified: End of day Thursday 19 June 2025

Interviews will be held online: Monday 23 June 2025