Role Description

Location: Remote (home-based) with travel to UK events and monthly meetings in London
Department: Support Services
Reports to: Support Services Manager
Salary: £28,000 to £30,000 per annum dependant on experience
Contract Type: 12 month fixed term contract
Hours: Full-time, 37.5 hours per week (Monday–Friday, 9:00 am–5:00 pm, with occasional evenings and weekends for events/projects)
Holiday Entitlement: 25 days per year plus bank holidays
Benefits: Optional contributory pension scheme, 2 wellbeing days

About Music Support

Our Vision
We empower our community to navigate the highs and lows of the music industry and achieve their full potential.

Our Mission
Music Support is an independent charity with nearly a decade of experience providing dedicated support to music professionals and their families experiencing challenges related to substance misuse and mental health. We offer confidential, person-centred assistance, fostering self-awareness and addressing harmful behaviours. Through education and advocacy, we challenge stigma, promote open dialogue, and equip individuals with tools to maintain positive mental wellbeing, using a peer-led approach grounded in lived experience.

Our Values

• Compassion: We prioritise empathy and understanding in all interactions.
• Courage: We boldly confront stigma and shame surrounding mental health and substance misuse.
• Community: We unite individuals from diverse backgrounds to support one another and promote collective wellbeing across the music industry.

Purpose of the Role

The Support Services Officer delivers high-quality, proactive support and counselling to individuals in the music industry and their families affected by substance use and mental health difficulties. The role includes managing a caseload, assessing risk, providing brief interventions, supporting group work, and triaging complex cases for further support.

Key Responsibilities

1. Helpline & Case Management

• Manage day-to-day helpline operations, responding to calls and emails.
• Conduct therapeutic assessments and identify risk, determining appropriate levels of ongoing support.
• Signpost and refer individuals to alternative services where appropriate.
• Provide timely, accurate information and emotional support.
• Manage external helpline service, including data capture and service reviews.

2. Support Services, Group Facilitation & Counselling

• Organise and help facilitate weekly online support group.
• Deliver regular support calls, offering advice, brief interventions and signposting to internal and external services.
• Maintain a personal caseload, providing 1:1 counselling sessions to beneficiaries.
• Manage administration and coordination of the Music Support counselling service, including volunteer, internal, and external counsellors.

3. Partnership & Stakeholder Engagement

• Build and maintain positive relationships with external partners and services.
• Represent Music Support at events, promoting our services and raising awareness of our work.

4. Monitoring, Reporting & Compliance

• Maintain accurate and confidential client records.
• Monitor service delivery and impact.
• Adhere to safeguarding protocols, GDPR requirements, and confidentiality standards.

5. Professional Development & Collaboration

• Participate in supervision, team debriefs, and ongoing training.
• Stay informed about developments in family services, legislation, and best practice.
• Contribute to continuous improvement and service development.

6. Safeguarding & Operational Duties

• Maintain up-to-date knowledge of safeguarding policies and ensure they are followed.
• Contribute to data monitoring and evaluation to demonstrate impact and improve service quality.

Person Specification

Essential Skills & Experience

• Qualified counsellor: Registered with BACP or UKCP (minimum Level 4 Diploma).
• Music industry knowledge: Strong understanding of the UK music sector.
• Substance use expertise: Knowledge of substance use, addiction issues, and recovery approaches.
• Client support & risk assessment: Experience delivering person-centred interventions, including suicide and self-harm risk assessment.
• Safeguarding knowledge: Experience working with statutory and voluntary services.
• Excellent communication skills: Both verbal and written, with the ability to handle sensitive issues with care.
• Highly organised: Able to manage multiple tasks, prioritise effectively, and work independently.
• IT proficiency: Competent in MS Office and database systems, with the ability to produce reports and presentations.
• Flexibility & teamwork: Adaptable, collaborative, and committed to continuous development.

How to Apply

Please email your CV and a one-page (A4) covering letter outlining your suitability and motivation for the role to info@musicsupport.org.

Equal Opportunities

Music Support is committed to equality, diversity, and inclusion. We welcome applications from all backgrounds and ensure no applicant is disadvantaged on the basis of gender, age, disability, religion, sexual orientation, marital status, or race.

Right to Work & DBS Checks

Applicants must have the right to work in the UK. Verification checks and a full DBS check will be conducted upon an offer of employment.

Data Protection

Personal data provided during the recruitment process will be used solely for this purpose. If your application is successful, we will request references from previous employers.

Registered Charity Number: 1170231