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About the Role

The Wellbeing Platform: Support Hub provides a safe, calm, and welcoming space for individuals experiencing emotional or mental distress within the station environment. The Hub offers compassionate, non-clinical support to help individuals stabilize, regain control, and connect with local services. This public-facing role requires professionalism, empathy, and sound judgment in a fast-paced environment, aiming to relieve pressure on transport staff and emergency services.

Responsibilities

Provide emotional and practical support to individuals in distress referred by station staff, BTP, or self-presenting.
Use trauma-informed and de-escalation techniques to promote calm and safety.
Support individuals to identify needs and develop short-term safety or wellbeing plans.
Offer signposting and onward referrals to community mental health, housing, financial or social support services.
Escalate immediately to BTP or emergency services in cases of imminent risk to self or others.
Maintain professional boundaries and adhere to safeguarding and lone-working procedures.

Requirements

Experience in supporting vulnerable individuals gained from paid work, voluntary work, or life experience.
Minimum of GCSE or Level II qualification in English, or equivalent.
Basic competence in the use of email and word processing software.
Demonstrate a non-judgemental attitude and ability to be empathetic towards service users and create a trusting environment.
Able to work in partnership with service users and establish and maintain professional boundaries.
Able to establish and maintain a safe environment.
Willing and able to undertake domestic tasks with, and for, service users as necessary.
Demonstrate problem-solving skills relating to welfare benefits, education and relationships.
Open to and willing to participate in formal and informal job-related learning.
Willing and able to collaborate with colleagues and other organisations.
Able to use email and computerised systems for service user records and reports.
Able to travel; have access to car/public transport.
Able to work a varying pattern of shifts on a 24 hour 7-day week rota, with notice.
Lived experience of mental distress.

Skills

Professionalism
Empathy
Sound judgement
Trauma-informed techniques
De-escalation techniques
Signposting
Problem-solving
Collaboration
Computerised systems for records and reports

Location

London Bridge - Wellbeing Platform Support Hub

Work Type

Zero Hours
24 hour 7-day week rota

Experience Level

Experience in supporting vulnerable individuals

Education Level

Minimum of GCSE or Level II qualification in English, or equivalent
NVQ Level II in Health and Social Care, or equivalent

Salary/Compensations

£12.76 per hour

About the Company

Operating in partnership with Network Rail, GWR, and British Transport Police (BTP).