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British Muslim Trust, London (On-site)
£17,280 per year
Posted 2 weeks ago Apply Now
Closing today at 23:30
NFP People, Greater Manchester (Hybrid)
Circa £18,800 per annum (FTE circa £27,400 per annum)
Posted 3 weeks ago
Closing in 3 days
Caritas Care, Preston, Lancashire (On-site)
£77,744 - £83,546 per year
Posted 3 weeks ago
Closing tomorrow
Ruils-Independent Living, Richmond (On-site)
£25,000 - £27,000 per annum
Join our vibrant and friendly team to empower people and take control of their lives.
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Closing in 4 days
Hestia, City of London (On-site)
£28,373 per year
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Victim Support, London (Hybrid)
Up to £39349.59 per annum
Posted 6 days ago
Right to Succeed, Manchester (Hybrid)
£67,600 – £70,720 per annum
Posted 5 days ago
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University of Oxford - Development and Alumni Engagement, Oxford, Oxfordshire (Hybrid)
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CALM (Campaign Against Living Miserably), Waterloo (Hybrid)
£30,000 - £33,000 per year
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Hays London Ebury Gate, City of London (Hybrid)
£26847.0 - £27000.0 per annum + £26,847 - Pro Rata Salary for 30 hours
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National Rural Touring Forum, Remote
£42,000 - £48,000 per year
Posted 4 days ago Apply Now
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Rochester Diocesan Society and Board of Finance, Multiple Locations (Hybrid)
£37,121
Are you passionate about the Church's role at the heart of community life?
Posted 2 weeks ago
Closing tomorrow
Resurgo Trust, Bristol (On-site)
from £22,300
Are you looking for an opportunity to develop your skills whilst making an impact in the local community? Join us!
Posted 6 days ago
Penny Brohn UK, Multiple Locations (On-site)
£28,080 - £33,280 pro-rata, per annum (dependent upon experience). Regional weighting applies per annum.
Posted 4 days ago
Page 28 of 36
London, Greater London (On-site)
£17,280 per year
Part-time (22.5 hours/week )
Contract (Initial 12-month contract (renewable))

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

Position Title: Helpline Advisor
Reports To: Helpline Supervisor
Salary: £17,280
Hours: 22.5 hours/week 
Contract: Part-time, initial 12-month contract (renewable)
Location: Office-based  (London) – some evening/weekend work required

Role Purpose:

The Helpline Advisor will be the first point of contact for individuals reporting incidents of anti-Muslim hate. The role requires delivering empathetic, confidential, and high-quality support to callers, as well as accurately recording reports and ensuring all relevant procedures are followed.

Helpline Advisors will support service users via multiple channels—phone, email, SMS, online chat and web form, by listening actively, offering appropriate information, and making referrals to specialist services where required. They will work closely with the Helpline Supervisor and participate in debriefs and reflective practice after each shift or reported incident.

Advisors will also play an important role in ensuring accurate data capture, safeguarding procedures, and upholding the values of compassion, non-judgement, and confidentiality.

Role Responsibilities: 

  • Answer incoming calls from victims of hate crime with empathy and professionalism.
     

  • Provide support to service users using a variety of methods, including telephone, email, SMS, online chat, online forms, and other written reports.
     

  • Provide clear, appropriate advice, support, and information to service users, using a non-judgemental and person-centred approach.
     

  • Keep accurate, detailed electronic records of each contact, including advice given, support offered, and agreed referrals.
     

  • Understand when it is necessary to seek support from more experienced colleagues or external agencies and take appropriate action.
     

  • Make referrals to other agencies when necessary, including child and adult protection concerns, on the advice of senior staff.
     

  • Maintain strict confidentiality in accordance with data protection and safeguarding policies.
     

  • Engage sensitively with individuals from diverse backgrounds, including those who may be distressed, traumatised, or in crisis (trauma-informed approach)
     

  • Participate in supervision, debriefs, team meetings, and reflective practice sessions.
     

  • Participate in training and professional development to stay informed of relevant legislation, policies, and best practices.
     

  • Contribute to service evaluation and team-wide improvements.
     

  • Work as part of a small, supportive team.


Person Specification: 

  • Experience in helpline, support work, or similar client-facing roles.
     

  • Understanding of hate crime and its impacts, particularly on Muslim communities.
     

  • Excellent listening, communication, and note-taking skills.
     

  • Ability to manage emotional content and maintain professional boundaries.
     

  • Strong understanding and knowledge of anti-Muslim hatred and Islamophobia.
     

  • Excellent understanding of British Muslim communities, their diversity, and everyday practices.

  • Ability to work independently and manage time effectively in a remote/hybrid setting.
     

  • Experience working with marginalised communities or individuals affected by discrimination or trauma is an asset.

  • Familiarity with call-handling software or CRMs (e.g., RingCentral, Zoho) is desirable but not necessary.

  • Commitment to the values of equality, diversity, and inclusion.

  • Strong commitment to inclusion, ensuring that individuals from all backgrounds feel heard, respected, and supported. This includes working sensitively with people of all faiths and none, and with diverse identities, including LGBTQ+ individuals, queer Muslims, Muslims from minority sects, and other marginalised or intersectional communities.
     

  • Enhanced DBS check required (to be obtained on your behalf if your application is successful).
     

Note: This job description is not exhaustive and may be subject to review and amendment from time to time in line with organisational needs. As the helpline opening hours extend then there is potential for the working hours and timings to change or increase.

Applications are being accepted on a rolling basis until the role is filled with a suitable candidate, with the aim of appointing someone by early September/ October. Applicants are responsible for ensuring they have the legal right to work in the UK and will be required to provide ID and verification if shortlisted.

Posted by
British Muslim Trust View profile Organisation type Non Charity Employer
Posted on: 02 September 2025
Closing date: 02 October 2025 at 11:38
Tags: Communications, Advocacy, Counselling, Care Management, Conflict Resolution / Peace, Crime, CRM, Data Analysis, Data Entry, Data Protection, Ethnic Minority / BAME, Faith-Based, Helpline, Justice, Mental Health, Safeguarding