Helpline Supervisor (Volunteer)

Hours: Six hours per week for 42 weeks of the year

Line Manager: Helpline Manager

Location: This role is a remote working role.

Pay: NA - volunteering role.

The Cyber Helpline

The Cyber Helpline is a fast-growth not-for-profit organisation supporting victims of cybercrime and online malicious behaviour. Our vision is ‘A UK where the cyber criminals don’t win and our mission is to ‘ ensure all individuals in the UK have immediate, free access to cyber expertise when they need it.

Role Summary

The Helpline Supervisor will assist the Helpline Manager in overseeing the Service Level Agreements in the helpdesk and ensuring that Helpline Responders are active and engaged. They will do this by supervising a team of Helpline Responders. This role will help ensure that users are responded to in an appropriate time frame and oversee KPIs relating to Service Level Agreements

Key Responsibilities

The Helpline Responder will be responsible for the following:

  • Following up with Helpline Responders where cases are open with no response over the
    SLA time.

  • Assigning cases that are overdue an initial response.

  • Assigning cases to the appropriate group.

  • Helping the implementation of processes and procedures to improve SLAs.

  • Reporting back to the Helpline Manager on KPIs relating to SLAs.

  • Performance evaluation and engagement monitoring of Helpline Responders.

  • Keeping in touch with their team of Helpline Responders with regular meetings.

Training will be provided on the above.

Person Specification

Essential

  • Knowledge and confidence working on helpdesks.

  • Excellent organisational skills.

  • Internal communication skills.

  • People management skills.

Preferred

  • An interest in working on further projects on an ad-hoc basis as required by The Cyber
    Helpline.

  • An interest or knowledge in cybersecurity;

  • Experience dealing with confidential information.

  • Experience monitoring and working towards targets.