Here at Teenage Helpline , we have grown a strong, tight-knit community of individuals who are passionate about making a difference and improving the lives of young people across the UK. Our growing team of volunteers all contribute, significantly, to the impact that we have as a charity on our direct beneficiaries, regardless of the department that they work in of the level of time that they are able to commit. Our services primarily offer a peer-support network to young people right across the UK, allowing them to access a peer mentor who is of a similar age to them and somebody that they feel more comfortable speaking with. If successful, you will be joining a growing team of diverse, but likeminded individuals, collaborating to increase the reach of the Charity and improve support provisions available to young people. All of our volunteers and employees are remote workers, but that doesn't stop us keeping in touch and maintaining a strong positive culture amongst our whole team. About the role This is an exciting opportunity for an individual to join the Youth Services team at Teenage Helpline. Working directly for the Helpline Operations Manager, the Youth Services Assistants will support the growth and development of Teenage Helpline's programs. This role is integral to maintaining efficient operations, supporting our great team of Peer Mentors, coordinating training, and ensuring that our services are as impactful to our beneficiaries as possible. The ideal candidate is somebody who is a proactive problem solver, creative thinker and is passionate about making a difference. Key responsibilities Mentor Support: Provide ongoing administrative and operational support to mentors, addressing any inquiries and facilitating effective communication channels. Training Development: Assist in designing, organising, delivering and evaluating training programs that equip the Youth Services team with the tools and resources that they need to succeed. Town hall meetings: Support the organisation and delivery of monthly town hall meetings, ensuring agenda alignment, inviting speakers, and facilitating open discussions. Case Escalation Management: Track, prioritise, and manage case escalations, ensuring issues are resolved promptly and appropriately, while reporting on trends and recommending improvements. Continuous improvement: Contribute innovative ideas to improve our programs, foster engagement, and enhance our charitable impact. This includes the identification of any potential or actual challenges that are faced and seeking to find solutions to those quickly. Work closely with the Helpline Operations Manager and other Youth Services team members to support the charity's overall mission, contributing to team initiatives and special projects as needed. Skills Strong organisational and multitasking abilities. Excellent written and verbal communication skills. High attention to detail and strong problem-solving skills. Willing to be 'on-call', even in a volunteer capacity. Creative, adaptable and proactive. Genuine passion for helping others and commitment to the Charity's mission. Comfortable working both independently and collaboratively. Our mission is to continue to grow towards becoming one of the best charities in the UK. Our aim is to do this by building a diverse team, rich with different backgrounds and perspectives. Therefore, even if you feel you only are a 75% match, we would still love to hear from you. Skills can be learned, but diversity cannot. Benefits of volunteering with Teenage Helpline We recognise that you will be joining us and giving your time as an 'in-kind' donation, but there must be benefits for you too. When joining our team, you will be open to the following benefits: Professional and personal development opportunities in a variety of skill areas through volunteering in real roles. This may be general development or tailored to your specific needs or ambitions Becoming a member of a strong network of likeminded individuals, spread across the UK, who you can connect with and collaborate with both within and outside of the Charity Access to bespoke discounts, specifically designed for non-profit workers and Teenage Helpline volunteers Opportunities to truly shape the future of the Charity, having a direct influence over the impact that Teenage Helpline has on its direct beneficiaries The hiring process Our hiring process typically has two stages Video or Written Application (when applicable) Interview with the Volunteering Coordinator for that role Some roles will have extra stages but we'll let you know as early as possible if so. Please let us know if you require any accommodations for the interview process, and we'll do our best to assist.