Pieta's Helpline and Service Support Team provides practical and crisis support to those impacted by suicide and self-harm.
The 24/7 Helpline provides free, confidential support to anyone affected by suicide, self-harm, or bereavement by suicide. The service is delivered by qualified mental health professionals who offer a trauma-informed, person-centred approach that prioritises compassion, clinical safety, and timely access to care.
Location: Remote
Position Type: 35 hours per week over 5 days (Monday to Friday) Monday to Friday shifts across 8am-4pm, 9am-5pm and 1pm – 9pm On call requirement as per roster/policy
Salary: €61, €61,186.02
The Role:
The Role:
The Operations Service Manager will lead the day-to-day operational delivery of the service, ensuring high-quality, timely, and safe support for all callers. This role is responsible for staffing, shift coordination, service performance, and ensuring the service is responsive to demand.
A key part of the role includes wait list oversight, real-time capacity planning, and demand forecasting to ensure equitable access to support. The post holder will also lead the team of Support Co-ordinators ensuring compassionate, and effective responses to callers to address their needs.
Reporting directly to the National Service Manager – Helpline and Service Support Team, this role ensures quality in service delivery and consistency in approach. The Operations Service Manager will also work collaboratively with the Clinical Service Manager – Helpline and Service Support team, who has responsibility for the clinical effectiveness of the service.
Job Summary
* Lead the operational delivery of the Service, ensuring service-level agreements (SLAs) and quality standards are met
* Develop and manage rotas and workforce plans to maintain consistent phoneline coverage 365 days a year
* Monitor and manage wait lists and call queues, ensuring timely responses and proactive communication with callers where delays occur
* Use data to forecast demand, identify capacity gaps, and make real-time and strategic adjustments to resource allocation
* Working collaboratively with the Clinical Service Manager ensure robust triage, escalation, and safeguarding processes are in place and adhered to
* Maintain and develop systems to manage staff capacity and demand
* Analyse call volume trends, peak periods, and user behaviour to optimise shift patterns and staffing models on the team and to inform rosters and capacity planning for centres
* Work collaboratively with leadership to develop contingency plans for surges in demand, including crisis response protocols
* Provide regular insight reports on utilisation, headroom, and unmet need to inform service development and funding bids
* Line-manage a team and lead recruitment, induction, and continuous professional development in partnership with the Clinical Service Manager, and HR
* Provide regular supervision, support, and performance management
* Champion a culture of wellbeing and resilience within a demanding service environment
* Oversee quality assurance processes, including call monitoring, audits, and user feedback
* Ensure compliance with all safeguarding, data protection, and service policies
* Lead on incident and complaint investigations and promote a culture of learning
* Produce timely reports and dashboards on service performance, wait times, and capacity metrics
* Use data to drive service improvement, identify risks, and support business cases for investment
* Contribute to service innovation, including technology upgrades and new delivery models
* Liaise with internal teams (e.g. clinical, digital, comms, finance) to ensure integrated service delivery
* Represent the team externally at forums, networks, or other meetings as required
* Forecast resources in line with budgets set and hold regular reviews or present a case for a reforecast where necessary in light of increased demand for the service
* To ensure the service is using technology to improve effectiveness and efficiency of record keeping
* To work with each of the enabling support functions to ensure best practice is adopted and maintained within the service
* To ensure compliance with General Data Protection Regulation (GDPR) and (National Employment Rights Authority) with regular spot checks to ensure staff documentation is up to date
* To deal promptly with issues as they arise within agreed timeframes and provide feedback where appropriate
* To ensure that effective Governance, Quality, Client and staff safety procedures are in place
* To provide monthly reports as required within agreed formats and timeframes
* To implement the goals and objectives of Pieta House
* To actively promote effective working in the service by working in collaboration with other stakeholders
Qualification, Skills & Experience Required:
Qualification, Skills & Experience Required:
* A third level degree in a relevant area (e.g. Business; Management; Health Management and Administration)
* A minimum of 2 years supervisory or management experience
* Demonstrable experience of capacity planning, shift design, and demand forecasting.
* Excellent people management and team leadership skills.
* Confidence using operational data to monitor KPIs and inform decisions.
* Familiarity with call handling platforms, CRM, or workforce management software
* Ability to remain calm, organised, and solution-focused under pressure.
* Proficient in using Microsoft Office Suite
Desirable
- Experience managing or supporting technology or digital transformation projects
- Project Management skills
- Experience managing waiting lists and balancing resources across service priorities.
- Experience Developing training materials and staff onboarding
- Experience managing a frontline service, helpline, or contact centre.
- Knowledge of safeguarding and risk management in support services.
- Experience managing remote teams
- Children's First Certificate
Applications for the above should be made through our website attaching a cover letter outlining your particular suitability to the role and an updated C.V.
Closing Date: 19th November 2025
Please Note: Garda Vetting is required of the successful candidate
Pieta is an equal opportunities employer which means we do not discriminate based on age, race, colour, religion, ethnicity, national origin, sex, sexual orientation, or physical/mental disability. We are committed to a diverse and inclusive workplace for all. We offer additional support to those with additional requirements. Please let us know if you require support ahead of your interview.