Helpline Services Worker

Salary: £15,204 per year
Location: Remote, UK
Contract: Part-time
Hours: 22.5 hours per week
Working pattern: Evening and weekend shifts
Closing date: 2 October 2026
Employer: Maximus

About the Role

Maximus is recruiting Helpline Services Workers to provide support and signposting to people experiencing mental health concerns and challenges.

The role is fully remote and involves providing telephone and multi-channel support in a professional, calm and empathetic manner.

3 part-time positions are available, with shifts of 7.5 hours scheduled between 4:30pm and 12:30am, including weekend working.

Applicants must be able to work the assigned rota pattern.

Available Shift Patterns

Position 1

• Week 1: Monday, Saturday, Sunday
• Week 2: Monday, Tuesday, Sunday

Position 2

• Week 1: Tuesday, Friday, Sunday
• Week 2: Monday, Saturday, Sunday

Position 3

• Week 1: Thursday, Saturday, Sunday
• Week 2: Tuesday, Friday, Sunday

Key Responsibilities

• Manage inbound enquiries from service users and ensure they receive appropriate support.
• Listen patiently and respond with empathy to achieve appropriate outcomes.
• Provide telephone and multi-channel support while following relevant procedures and legislation.
• Follow client processes and data protection requirements.
• Monitor and support achievement of service-level agreements.
• Escalate risks where service levels may not be achieved.
• Work with managers and colleagues to maintain high standards of customer service.
• Maintain accurate records using the CRM system.
• Support continuous service improvement.
• Follow company policies and relevant regulations, including GDPR and ISO standards.
• Complete required face-to-face and online training.

Requirements

Applicants should have:

• Previous experience working in a busy contact centre environment.
• Experience providing telephone, online, email and live-chat support.
• At least 12 months’ proven experience supporting individuals/service users with mental health concerns and challenges.
• Previous experience in a healthcare or mental health setting, ideally including crisis service experience.
• Experience researching, collecting and recording data evidence.
• Good IT skills, including Microsoft Office and Windows-based databases.
• Strong communication, listening and interpersonal skills.
• Ability to build rapport quickly in online and remote environments.
• Strong decision-making and problem-solving skills.
• Ability to manage and resolve complaints.
• Emotional resilience and the ability to maintain professional boundaries.
• Ability to plan and coordinate your own workload.
• Ability to work effectively as part of a team.

Training

The role includes required face-to-face and online training modules.

Remote Working

This is a remote UK-based position. The advertised working pattern requires evening and weekend availability according to the assigned rota.

Sponsorship

Visa sponsorship is not stated in the advert. Applicants requiring Skilled Worker sponsorship should confirm eligibility and sponsorship availability directly with Maximus before applying.

Equality, Diversity & Inclusion

Maximus states that it is committed to diversity, equity and inclusion throughout its recruitment process. The company is also a Disability Confident Leader and states that eligible applicants who meet the minimum requirements can apply through its Guaranteed Interview Scheme.

Application

Applications should be submitted through the official Maximus careers portal before the 2 October 2026 closing date.