Support Line Service Manager (Part Time)

Job Title: Support Line Service Manager
Reference number: CF26 -58
Salary: 42500 - 48900 per annum pro rate (21250 - 24250)
Division: Children and Families
Responsible to: Head of Support Line
Post Type: Permanent Part time (17.5 hours)
Closing Date : 11 October 2026
Interview Date: Week Commencing 19 October 2026

Do you want to create a safer brighter future for all children in Scotland

Children First Scotlands national childrens charity is seeking to appoint a part-time (17.5 hours) Support line Service Manager. By joining our team you will help us stand up for children keep them safe and support them to recover from trauma and abuse through our national and local services.


Based in Edinburgh with hybrid working an option the role involves leading on the day-to-day implementation management development and growth of our free confidential support line for families carers and professionals in Scotland.

Todays generation are facing unprecedented challenges. From mental health money worries and online harm to struggles at school our support line can offer emotional practical and financial support to any family in Scotland. We also offer advice to anyone who is concerned about a childs wellbeing.

Taking a child-centred approach you will work to ensure the safety of children and young people by protecting and promoting their rights.


You will be an inspiring leader and will possess a degree or diploma in social work or equivalent professional qualification at SCQF level 9 in addition to recent significant experience in a relevant practice area relating to young working in mental health emotional wellbeing or trauma-informed support services is desirable.

What Youll Get From Us

At Children First youll be part of a values-led organisation committed to developing and supporting our people.

We offer:

• 40 days annual leave including public holidays.
• Contributory pension scheme.
• Flexible and hybrid working opportunities.
• Wellbeing support and health benefits.
• Blue Light Card discounts.
• Learning training and career development opportunities.
• The opportunity to help shape an ambitious national service supporting thousands of families across Scotland.

Our Values
Everything we do is guided by our values:
With Love
We put children first with compassion and kindness.
With Purpose
We work alongside families and partners to transform childrens lives together.
With Strength
We do whatever it takes to protect Scotlands children.


We believe all children should have hopes dreams and opportunities. But for many they dont exist. This has to stop. We must put children first.

We welcome and encourage applications from potential colleagues from all backgrounds ethnicity gender sexual orientation religion belief disability who share our values.

Do you have what it takes to join our team and help us protect children and keep them safe We would love to hear from you.

Closing date: 11 October 2026. It is anticipated that interviews will be held around 19 October 2026.

If you would like to discuss any aspect of the role before applying please contact:



Together we can help alleviate crisis prevent harm and build brighter futures for children and families across Scotland.

Please visit the following link to learn about our recruitment events to meet our team hear about our plans and apply to work with us.
Description

• To leadon the day-to-day implementation management development and growth of our free confidential helpline for children and families in Scotland their families and carers.
• To shape and develop services in line with agreed objectives respond to review of needs gaps and trends ensuring involvement of the individuals who use our service and to oversee support services to those individuals in line with service delivery requirements.
• The role requires an element of practitioner hours and continuous professional development and therefore a minimum of 6 hours per week of telephone advice will be required on an ongoing basis.
• To participate in a range of external networks for the benefit of and with the participation of children young people and families and to negotiate effectively with external funding partners to secure funding for service consolidation and development.
• Living our values you will manage the helpline with integrity while involving inspiring and empowering your team so together we can create better outcomes for families in Scotland.

Call Room

• Real time management of call queues
• Ensure both inbound and outbound call activity follows a blended approach with appropriate resource maximisation
• Ensure effective rotas are in place to cover any eventuality within workload fluctuations
• Efficiently allocate workloads
• Monitor call levels and call trends providing feedback on customer insights Complaint and objection handling
• A point of escalation for complaints and complex issues
• Build strong networks with any outsource support as required

Relationships with Children Young People and Families

• Work to ensure the safety of Children and young people by protecting and promoting their rights
• To create effective plans for children and young people based on clear outcomes ensuring a high degree of responsiveness to stakeholders and individuals who use our service.
• To develop a Service that enhances the safety and wellbeing of Children with a focus on key topics impacting on children for example online harm
• To ensure effective service delivery with a specific focus on outcomes for children/young people engaged with the service.
• To contribute to the impact and influence of Children First or the benefit of and with the participation of children young people and families.

Operational Requirements

• To develop implement and review on a regular basis a quality improvement system that seeks to develop the support available to families and builds on our ability to meet children and families needs through our support line.
• To develop implement and review a system of reporting on service performance achievement outputs and outcomes to meet organisational and external requirements.
• To determine the strategic direction of the Service in response to internal and external drivers in Scotland and to develop opportunities which are in line with the remit of the service.
• To manage a complex budget and ensure expenditure is in line with service plan.
• To maintain and develop income streams for the service through statutory or other sources working in partnership with the Fundraising department as appropriate.
• To contribute to research and practice and policy development to inform social policy initiatives relating to Children First strategic aims.
• To take a lead role in promoting the use of Information Technology and ensure compliance with Children First recording systems and standards
• Ensure quality assurance is visible and service work is appropriately monitored and there is compliance with Children First internal standards relevant legislation/external standards and registration requirements.
• To maintain responsibility for Health and Safety and to comply with Children First Health and Safety Policy and Procedures.

Relationships with others

• To contribute to the establishment of appropriate networks and communication channels and disseminate information on the service as appropriate taking a lead role in promoting the service and Children First locally regionally and nationally.
• To contribute to external planning and communication networks through membership of local planning and policy groups (e.g. social work health and education).
• To actively participate in and contribute to management locality and organisational service development groups.
• To support staff working in a multi agency partnerships to secure the best outcomes for the individuals we are supporting.
• To take a lead role in Children First influencing strategy supporting corporate colleagues as appropriate.
• To take a lead role in ensuring staff volunteers children and young people carers and stakeholders are enabled to contribute.
• To lead and manage a large possibly dispersed group of multi disciplinary staff undertaking complex work across Local Authorities and Health Board areas.
• To lead and support staff effectiveness through the process of supervision appraisal and implementation of professional development plans.
• To take a lead role in helping to promote a culture of continuous learning and development and provide advice guidance training and consultation services to colleagues across the charity and to staff working in partner agencies.

Person Specification