Guide-Line Service Coordinator

Job Description

• Salary scale: £14.54 - £16.37 per hour
• Contract: Permanent
• Hours: 37 hours per week
• Base: Kenburgh House, 28 Manor Row, Bradford, BD1 4QU
  
• Probationary Period: Six months
• Closing Date: Tuesday 13th October 12pm
• Interview Date: Tuesday 20th October 2026
• Questions: In the first instance any enquiries to be emailed to Admin@mindinbradford.org.uk. For an informal chat about the role before applying please contact phoebe.ayton@bdcmind.org.uk

About Us

Bradford District and Craven Mind is a thriving, independent mental health charity with a clear purpose to promote positive mental wellbeing and empower and help people experiencing issues with their mental health to manage and work towards recovery and fulfilment.

We do this through:

• Building community and individual resilience for better mental wellbeing
• Providing early intervention advice and support
• Supporting people in crisis
• Empowering and helping people to recover and sustain improved wellbeing

Watch this video to find out what its like to work here:

https://www.youtube.com/watch?v=KxbMQk_ALwQ

Read our latest Impact Report and 2024-28 Strategy:

https://www.bdcmind.org.uk/about-us/

Find out more about our approach to Equity, Diversity and Inclusion:

https://www.bdcmind.org.uk/about-us/equity-diversity-and-inclusion/

Join us and youll receive:

• 25 days annual leave per year, rising to 28 days with length of service plus bank holidays
• Up to two additional leave days to use each year to support your wellbeing.
  
• Flexible working opportunities to support work-life balance, including hybrid and remote working where suitable for the role.
• Simply Health Cash Plan to claim back on personal health costs including dental, optical, prescriptions, physiotherapy and more.
• Employee Assistance Service including 24/7 confidential mental health support and access to structured therapy sessions.
• Generous pension scheme and employer contribution to help you plan for a secure future.
• Discount schemes including Company Shop and Blue Light Card.
• Excellent personal development opportunities including access to Clinical Supervision.
• Enhanced sick pay after your six-month probation.
• Accredited employer with Mindful Employer, Disability Confident and Real Living Wage.
  
• Generous death in service/life assurance benefit

Role Background

We are seeking an experienced and motivated Service Coordinator to support with ensuring the effective delivery of our Guide-Line service. Guide-Line provides confidential, emotional support to children, young people and adults every day and night from 8am to midnight. The service can be accessed either via phone call or live chat, and is vital in supporting the wellbeing of people of all ages within our community.

As the Guide-Line service co-ordinator, you will be responsible for managing staff rotas, leading team meetings, carrying out regular audits to maintain quality and compliance, and line managing designated Guide-Line Support Workers to ensure they feel supported and confident in their roles. On a day-to-day basis, youll be the main point of contact for the team, supporting them with any issues which may arise.

A key part of the role involves responding promptly and appropriately to incidents, prioritising the safety and wellbeing of both staff and service members. You will manage incident reports, initiating follow up actions, and safeguarding procedures are followed in line with organisational policies. You will work collaboratively with the Service Manager to monitor service performance and analyse data to maintain service standards.

As a Service Coordinator, youll ensure the smooth day-to-day running of our mental health services. Reporting to the Service Manager, youll focus on internal operations, making sure teams have the resources, processes, and support they need to deliver high-quality care. Youll be responsible for line management and operational oversight of day-to-day delivery, managing schedules, monitoring performance, and overseeing data and reporting to maintain service standards. By keeping things running smoothly, youll help create a stable and supportive environment for our team and the people we support.

• • Ensuring the service operates efficiently, supporting the Service Manager in delivering high-quality care that meets operational goals
  • • Supporting your team to be high performing by fostering clear communication and taking a proactive problem-solving approach
  • • Maintain a safe and supportive environment by ensuring timely identification, reporting and response to safeguarding concerns, while actively engaging with multi-agency partners
  • • Ensuring accurate and timely collection and reporting of service data, supporting informed decision-making and continuous improvement as well as ensuring adherence to data protection regulations and best practices
  • • Oversee staff scheduling and rota management to ensure seamless delivery, effectively managing absences and annual leave to minimise disruption
  • • Supporting the Service Manager to lead your team in alignment with our mission, objectives, policies and core values: Caring Always, Working Together, Supporting Everyone, Enabling All and Continually Improving
  • • Ensure service members are supported by delivering direct sessions when needed and helping to maintain staff cover for shifts to meet service demands.
  • • Support the on-call rota to ensure all staff have access to support and guidance out of hours
  • • Actively engage in supervision, team meetings and company events to contribute to a well connected, informed and supportive team environment
  • • Successfully complete all mandatory and role-specific training to ensure best practices in safeguarding, data protection, health and safety and mental health awareness
  • Adapt to evolving organisational needs by taking on additional responsibilities as required, ensuring a cohesive and effective team approach