Using Anonymous Recruitment
This organisation is using Anonymous Recruitment to reduce bias in the first stages of the hiring process. Submit your application as normal and our system will anonymise it for you. Your personal information will be hidden until the recruiter contacts you.
About Care4Calais
Care4Calais (C4C) is a volunteer-based charity providing essential aid and support for refugees in northern France and the UK. We support through on-the-ground assistance, and advocate for a fair asylum system - including safe routes to the UK with refugee rights on arrival.
We work alongside people seeking safety to ensure access to daily essentials, and fill gaps where state support is not provided. We are here for everyone attempting to navigate the complexities of claiming asylum in the UK - providing access to justice, and practical, welcoming support. We also communicate to the public the need for action in support of refugees. Our vision is an inclusive society where people seeking safety have a safe home and a bright future free from inequality.
In northern France we operate year round from Calais, providing warm clothing, shoes, shelter, services, and assistance to refugees living in appalling conditions.
Across the UK we collect and distribute clothes and other essential items, and provide social support and interaction including language lessons, sport and music workshops. We also help with vital access to legal, medical and educational services. We are a community with the shared goals of creating a just asylum system, and a fair and welcoming society for all refugees.
Our work involves organising successful campaigns against racist UK government policies, such as the Rwanda plan and the use of barracks as accommodation for people seeking sanctuary.
All of Care4Calais' operations are supported by a small, dedicated staff team, who supervise large volunteer teams to provide critical support to asylum seekers and people on the move in both the UK and France.
About the role
The UK Operations team provides essential psychosocial support to people seeking safety through practical services; such as running distributions, delivering English classes and drop ins, as well as activities to promote wellbeing such as trips and sports activities.
The UK Field Operations Manager will be responsible for managing our operations in London, working as part of the UK Field Operations Team to support large teams of grassroots volunteers to provide essential support to people seeking safety.
You will need to onboard and motivate volunteers through continuous engagement and support to ensure that proper safety procedures for effective distributions and activities are in place, well communicated, and consistently applied. The performance of each region and team needs to be regularly assessed and action taken to build capacity and skills where needed. Successful Field Operations Managers will build networks with local charities, community groups and Local Authorities to help grow and develop the operations of the local Care4Calais volunteer teams. As an operation, continuous improvement through research, learning and development of practices and policies will be critical. The successful candidate for this role will be proactive and hardworking with the ability to problem-solve and prioritise effectively. The role would suit someone who is a self-starter, a strong team player and excels working in a varied role. Candidates will need strong organisational skills and must have the ability to make numerous important and compassionate decisions each day.
You will be expected to demonstrate excellent judgement, initiative, integrity, strong interpersonal skills, and the ability to communicate with a diverse group of people. You will be part of Care4Calais’ core team in the UK and will report directly to the Chief Operations Officer.
This is a fantastic opportunity to join a highly committed team dedicated to improving the lives of those seeking safety.
Key Responsibilities
Your responsibilities will include, but will not be limited to:
-
Providing core operations support for Care4Calais’ operations in the UK (specifically London), working to build capacity and support volunteers in their activities. This includes supporting with setting up and running clothing distributions, drop-in sessions, trips and activities as well as supporting volunteers offering guidance and information to individuals.
-
Working alongside a small staff team to develop processes, procedures and documentation to support the effective running of Care4Calais’ humanitarian operations.
-
Attending external meetings, building and maintaining relationships with partners and key stakeholders which allow Care4Calais’ operations to continue to run smoothly and effectively.
-
Managing and supporting large teams of dedicated volunteers supporting people seeking safety.
-
Being involved in ensuring that safeguarding procedures are followed in your teams.
-
Volunteer onboarding and induction, and continuous volunteer management.
-
Develop and deliver training to volunteers.
-
Regular in-person visits to the volunteer teams you manage in London.
Person Specification
Essential Skills and Experience:
-
Clear leadership ability, with the capability to act with initiative and drive;
-
Proven project management skills;
-
Strong commitment to the rights of people seeking safety;
-
Commitment to Care4Calais' values and mission, including anti-racism;
-
Hands on, operational, dynamic and enthusiastic;
-
Team worker with good communication and people skills;
-
Self-motivated and used to managing multiple priorities to meet deadlines;
-
Able to build positive relationships with a range of stakeholders including those from displaced communities, Local Authorities and other charities;
-
Ability to respond to the fast-changing and dynamic nature of the UK asylum system, always prioritising the needs and desires of the communities we support;
-
Excellent verbal and written communication skills;
-
Ability to work on Google Workspace and Office 365.
Desirable Skills and Experience:
-
Experience leading and managing volunteer teams from varied backgrounds
-
Experience working/volunteering supporting people seeking safety
-
Experience in making grant applications/fundraising experience and managing budgets
-
Proficiency in one or more of the languages spoken within asylum seeking communities, such as, but not limited to: Arabic, Farsi, Pashto, Dari, Kurdish Sorani, Tigrinya or Amharic.
Please note: While day-to-day this is a remote role, you will be expected to conduct semi-regular visits to the local volunteer teams in the areas you manage (London). You must therefore be willing to travel, and you will be supported in doing so.
Applications
Please provide a short cover letter/personal statement that explains why you are suitable for this role and why you want to work for Care4Calais, and answer the short application questions.
The successful applicant will be provided with the induction and training needed for them to succeed in the role.
Please note that we receive a high number of applications and are a small internal team. If you do not receive a response in the first round, it means you have not been selected.
We understand that AI can be a useful tool, however we ask that you do not use it for this application as we want your application to be personal to you.
Equality & Safeguarding
Care4Calais is an equal opportunities employer. We actively encourage applications from Black, Asian and Minority Ethnic communities, people from refugee and migrant backgrounds, LGBTQ+ individuals, disabled candidates, and those with lived experience of the immigration system.
Care4Calais is committed to safeguarding, so our selection process includes rigorous background checks and assessments to ensure post holders demonstrate attitudes and values that align with our commitment to an organisational culture that promotes safeguarding.
Lived Experience Inclusion
We are an anti-racist organisation and a proud member of the Experts by Experience Employment Network (EBE), which aims to create a charitable sector led by individuals with lived experience of the asylum system. As part of our membership, we are dedicated to creating inclusive employment practices that recognise and accommodate the unique circumstances and strengths of people with lived experience. We actively move away from a one-size-fits-all approach, ensuring our recruitment processes are fair, supportive, and accessible.
We warmly encourage applicants with lived experience to make use of the guidance and resources available on the EBE website (ebeemployment.). In addition, applicants with lived experience are welcome to connect with the EBE support team for tailored assistance with completing the application form and, where available, one-to-one interview preparation.
Importantly, we recognise the significant cultural, linguistic, and experiential insights that individuals with lived experience of the UK asylum system bring to this role. As such, all applicants from this background who meet the essential criteria will be automatically shortlisted and invited to interview.
Registered Charity 
21 - 50
The client requests no contact from agencies or media sales.
Thank you!
- 30 hours/week (0.8FTE)
- £35,000p.a. pro rata (actual salary £28,378.38) plus 6% pension contribution
- Remote
Rape Crisis England & Wales (RCEW) is the national campaigns and membership body for a network of independent, community-based Rape Crisis Centres working to end child sexual abuse, rape, sexual assault, sexual harassment and all other forms of sexual violence.
The 24/7 Rape and Sexual Abuse Support Line is a national service led by Rape Crisis England & Wales and funded by the Ministry of Justice.
We are looking for a thoughtful and committed *professional who can combine strong safeguarding knowledge with a collaborative approach to quality assurance and service improvement.
Job Summary
The Support Line Safeguarding & Quality Assurance Coordinator is responsible for the day-to-day quality control, safeguarding oversight, and assurance of the 24/7 Support Line. Acting as the Designated Safeguarding Officer (DSO) for the service, the postholder will provide oversight and assurance of safeguarding practices, complaints, and quality issues are managed appropriately, consistently, and in line with organisational policies, procedures and statutory requirements.
The role is responsible for coordinating and delivering a proactive quality assurance programme that assesses practice, monitors compliance with policies and procedures, identifies areas for learning and development, and supports continuous service improvement. Through audits, case reviews, and quality monitoring activities, the postholder will identify themes, risks, and opportunities to strengthen practice and improve service delivery.
The Support Line Safeguarding & Quality Assurance Coordinator will be experienced in customer service, safeguarding, and quality assurance, including responding to complaints and concerns, with the ability to communicate appropriately and sensitively with a range of stakeholders, including complainants, survivors, delivery partners, and colleagues. They will have a strong understanding of sexual violence, safeguarding responsibilities, and the wide-ranging impacts on survivors and those supporting them.
*This role is restricted to applicants who are female. This is a Genuine Occupational Requirement (GOR) in accordance with Schedule 9, Part 1 of the Equality Act 2010.
Due to the nature of the role, the post holder will be required to provide direct support to women and children who have experienced sexual violence and abuse. The role involves working in women-only spaces and delivering trauma-informed services where privacy, dignity, and the ability to build trust with service users are essential.
We consider that being female is an occupational requirement for this role, and that applying this requirement is a proportionate means of achieving a legitimate aim, namely the provision of safe, appropriate, and effective support services to survivors.
This requirement has been carefully considered in line with equality legislation and is applied only where it is necessary for the effective delivery of the service.
Key Responsibilities
Safeguarding and Quality Assurance
- Act as the Designated Safeguarding Lead (DSL) for the national 24/7 Support Line, providing safeguarding oversight, guidance, and decision-making across all delivery partners.
- Lead and coordinate safeguarding and quality assurance activity across partner organisations to ensure services are delivered safely, consistently, and in line with organisational standards, contractual requirements, legislation, and best practice.
- Identify, assess, manage, and appropriately escalate safeguarding concerns relating to adults and children, ensuring concerns are recorded and responded to in accordance with safeguarding procedures and statutory guidance.
- Oversee and undertake safeguarding audits, case reviews, complaint investigations, and quality assurance activities to monitor compliance and identify areas for improvement.
- Monitor safeguarding, complaints, and quality assurance trends across the service, identifying themes, risks, learning opportunities, and recommendations for continuous improvement.
- Ensure safeguarding records, referrals, investigations, and quality assurance documentation are maintained accurately, confidentially, and in line with data protection and information governance requirements.
- Develop and maintain effective working relationships with delivery partners, commissioners, safeguarding agencies, and other stakeholders to support collaborative service delivery and safeguarding responses.
- Contribute to the development and delivery of safeguarding and quality assurance training, guidance, and resources, working in partnership with 24/7 Support Line Managers to promote a culture of accountability, continuous learning, reflective practice, and ongoing service improvement.
Complaints, Feedback and Quality Control
- Act as the first point of contact for complaints relating to the 24/7 Support Line, ensuring responses are managed sensitively, appropriately, and within agreed timescales.
- Investigate complaints and service concerns in collaboration with delivery partners, establishing findings and making recommendations for resolution and service improvement.
- Maintain accurate and up-to-date records of complaints, feedback, investigations, outcomes, and actions taken.
- Work with delivery partners to ensure consistent collection and review of service user feedback across the Support Line.
- Analyse concerns, risks, themes, and patterns identified through complaints, feedback, safeguarding activity, and quality assurance processes, taking responsibility for driving improvements, promoting learning, and working collaboratively with Support Line Managers to strengthen practice and enhance service quality.
- Coordinate and oversee Quality assurance activities, including call and chat monitoring, case reviews, and feedback processes, ensuring consistent application across all partners.
Data, Reporting and Insight
- Work collaboratively with the Data and Impact Coordinator to review and analyse service data, outcomes, complaints, safeguarding concerns, and quality assurance findings.
- Produce reports, summaries, and actionable insights for the Support Line Operations Manager, commissioners, or funders as required.
- Identify trends, recurring themes, and development needs across the partnership, supporting improvements to training, guidance, policies, and operational practice.
- Support the monitoring of service quality, safeguarding performance, and compliance against agreed standards and contractual requirements.
Service Improvement
- Ensure learning from safeguarding activity, complaints, feedback, and quality assurance informs continuous service improvement and operational development.
- Work collaboratively with colleagues and delivery partners on service improvement initiatives, including accessibility, consistency, and service user experience.
- Contribute to the development of processes and systems that strengthen quality, safeguarding practice, and partnership working across the national Support Line.
Synergy with the wider work of RCEW
- Participate in team meetings, cross-organisational projects, and wider organisational activities as required.
- Maintain effective communication and collaborative working relationships with colleagues across the organisation and partner network.
- Keep up to date with relevant legislation, safeguarding guidance, sector developments, and wider organisational priorities relevant to the role.
This list is indicative only, not exhaustive. It is intended to reflect a range of duties the post-holder will be expected to perform but additional duties commensurate with the role may be required. The job description will be reviewed from time to time and may change in light of experience and changing circumstances, in consultation with the post-holder. We ask all employees to uphold our organisational values, support our mission and purpose, and to maintain respectful and collaborative relationships with colleagues at all levels of the organisation.
Person Specification*
- Experience of working to improve support services, ideally within a quality assurance, safeguarding, customer service, helpline, or support service environment.
- Experience acting as a Designated Safeguarding Officer (DSO), safeguarding lead, or in a similar role with responsibility for safeguarding oversight and decision-making, or a willingness to undertake relevant DSO training.
- Experience of handling complaints, concerns, or service issues effectively and sensitively.
- Excellent knowledge of safeguarding practice, including the ability to recognise, assess, and respond appropriately to a range of safeguarding concerns relating to adults and children.
- Experience using data, feedback, and performance information to identify trends, monitor service quality, support decision-making, and drive continuous improvement.
- Experience of assessing practice, identifying learning opportunities, and supporting service and practice development.
- Strong understanding of how helpline or support services operate, including service user needs, operational challenges, and quality standards for call and chat handling.
- Knowledge of best practice in complaints handling, safeguarding, quality assurance, and continuous improvement.
- Awareness of accessibility requirements and inclusive practice, with the ability to support services that are accessible to diverse user groups.
- Strong customer service skills, with the ability to communicate sensitively, professionally, and appropriately with complainants, survivors, colleagues, and stakeholders.
- Strong analytical and problem-solving skills, with the ability to investigate concerns, assess information objectively, identify themes and trends, and make clear recommendations.
- Good organisational and time management skills, with the ability to manage competing priorities and maintain accurate records.
- Experience of coordinating quality assurance activities, audits, service reviews, or improvement initiatives.
- Experience working within the sexual violence, violence against women and girls (VAWG), safeguarding, or wider support sector.
- Experience of working with multiple partner organisations or external stakeholders.
- Knowledge of trauma-informed practice and survivor-centred approaches.
Personal Attributes
- A passion for making a difference and for delivering high quality support services for survivors of sexual violence.
- Able to think critically and assess information objectively.
- Able to see the big picture, to see the connections between complaints, feedback and QA insights and how the service is delivered.
Success in the role of Support Line Safeguarding & Quality Assurance Coordinator is determined by the ability to work collaboratively with delivery partners and stakeholders to ensure safe, high-quality, and consistent service delivery across the national 24/7 Support Line. The role will ensure that safeguarding, complaints, feedback, and quality assurance activity informs continuous improvement and supports positive outcomes for service users. Key measures of success include:
- Complaints, safeguarding concerns, and quality issues are managed effectively, appropriately, and within agreed timescales and organisational procedures.
- Quality assurance and safeguarding oversight processes are implemented consistently across all delivery partners.
- Feedback collection and engagement processes remain effective, with feedback collection rates maintained above agreed targets.
- Trends, risks, learning, and insights from safeguarding, complaints, feedback, and quality assurance activity are regularly analysed and used to inform service improvement and operational practice.
- Regular, accurate, and data-informed reports are provided to the Support Line Operations Manager or funders as required.
- Positive working relationships are maintained with delivery partners, colleagues, and external stakeholders to support safe and effective service delivery.
How to Apply
To apply, please submit a CV and a covering letter (no more than two pages) explaining why you are interested in this role and how your experience meets the person specification.
Eligibility
Applicants must have the right to work in the UK. Evidence of this will be required prior to appointment.
Additional Information
Please note: We reserve the right to close this vacancy early should we receive a sufficient number of applications. We therefore encourage interested candidates to apply as soon as possible.
Due to the volume of applications received, only candidates selected for interview will be contacted.
The client requests no contact from agencies or media sales.
Thank you!
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!
Ely Foodbank is seeking a Foodbank Operations Manager to play a key role in the day to day leadership and development of our services across East Cambridgeshire and Fenland. This is a varied and rewarding role where no two days are the same. You will work closely with volunteers, referral partners, community organisations, and the wider team to ensure people facing hardship receive a welcoming, professional, and effective service.
As a growing organisation, we are looking for someone who combines excellent organisational skills with a practical and solutions focused approach. You will be comfortable managing multiple priorities, building productive partnerships, supporting volunteers, and using systems and technology to improve the way we work. Whether your experience comes from the charity sector, public services, community organisations, or another operational environment, we are looking for someone who can bring energy, initiative, and strong operational leadership to the role.
This is an opportunity to make a genuine difference in your local community while helping shape and strengthen an organisation that supports thousands of people each year.
In your cover letter (maximum 2 pages), please tell us:
• Why you would like to work for Ely Foodbank and why this role interests you.
• Why you believe you are a strong candidate for the role, including examples of your experience in:
Service delivery or operational management
Building partnerships and stakeholder relationships
Using systems and platforms such as Monday . com, CRM systems, Microsoft 365, or similar tools
Working with volunteers, community organisations, or support services
We are particularly interested in practical examples and achievements rather than a summary of your CV.
The client requests no contact from agencies or media sales.