Join Our Team

We are seeking Volunteer Support Agents to engage with users through our live chat feature. This role involves providing peer-to-peer support by listening, responding with empathy, and helping users feel heard in a safe and respectful environment.

Support Agents are not expected to provide professional advice or counselling.

Key Responsibilities

• Engage with users through live chat in a calm, respectful, and supportive manner
• Listen actively and respond with empathy and understanding
• Maintain appropriate boundaries at all times
• Follow safeguarding guidance and escalate concerns where necessary
• Encourage positive and safe conversations without giving professional or clinical advice
• Respect user privacy and confidentiality at all times

Requirements

We are looking for individuals who:

• Are good listeners and communicate clearly
• Are calm, patient, and emotionally aware
• Can remain professional in sensitive or difficult conversations
• Understand the importance of boundaries in a peer-support setting
• Are reliable and able to commit to agreed shifts or availability
• Are aged 18+

Experience in support roles is beneficial but not required. This is a volunteer role with flexible hours. Availability can be discussed and arranged based on individual schedules.

Important Boundaries

• This is a peer-support role, not a professional or clinical position
• Support Agents must not provide medical, therapeutic, or crisis advice
• Any safeguarding concerns must be escalated in line with internal guidance

What You'll Gain

• Experience supporting others in a structured and responsible environment
• Development of communication and interpersonal skills
• Opportunity to be part of a meaningful, community-led initiative
• Valuable experience for careers in education, youth work, or mental health-related fields

Friendly Minds is looking for a Support Team Lead to oversee our live chat support function and ensure all user interactions are handled safely, consistently, and in line with our values.

This role plays a key part in maintaining the quality of conversations and supporting our team of support agents.

Key Responsibilities

• Oversee and support Support Agents during live chat activity
• Ensure conversations remain respectful, appropriate, and within platform boundaries
• Provide guidance to agents when needed
• Help identify situations that may require escalation
• Work alongside the Safeguarding & Wellbeing Lead where appropriate
• Monitor general performance (e.g. response times, engagement)
• Assist with coordinating availability and coverage
• Support onboarding and guidance for new volunteers

Requirements

• Strong communication and interpersonal skills
• Calm, level-headed approach
• Ability to support and guide others
• Understanding of boundaries within a peer-support environment
• Reliable and organised
• Are aged 18+

Important Information

Friendly Minds is a peer-to-peer support platform, not a clinical service. This is a voluntary position and does not involve providing professional advice.

What You'll Gain

• Leadership experience in a growing project
• Experience managing a support function
• Opportunity to contribute to a meaningful initiative
• A reference may be provided where appropriate

Friendly Minds is seeking a Quality Assurance Lead to help maintain high standards across the platform. This role focuses on reviewing interactions, identifying areas for improvement, and ensuring consistency in how the platform operates.

The position plays an important role in supporting both user experience and overall platform quality.

Key Responsibilities

• Review a sample of live chat interactions to ensure quality and consistency
• Identify areas for improvement in communication and approach
• Provide constructive feedback to the team where appropriate
• Support the development of guidelines and best practices
• Monitor trends and recurring issues
• Work alongside leadership to improve systems and processes
• Help ensure the platform maintains a high standard of delivery

Requirements

• Strong attention to detail
• Good judgement and ability to assess situations fairly
• Clear and constructive communication skills
• Ability to identify patterns and suggest improvements
• Understanding of appropriate boundaries within peer support
• Are aged 18+

Important Information

Friendly Minds is a peer-to-peer support platform, not a clinical service. This is a voluntary position and does not involve providing professional advice.

What You'll Gain

• Experience in quality assurance and oversight
• Opportunity to influence how the platform develops
• Experience working within a structured team
• A reference may be provided where appropriate