London, Greater London
£23,000 - £27,000 per year, depending on experience
Permanent, Full-time
Job description

We're looking for someone passionate about involving volunteers and with experience of quality volunteer management to build our capacity to support people experiencing homelessness by developing volunteering within our organisation. We provide the largest network of winter night shelters in the country, with space for 170 homeless people each night, and the need for our services is growing.


Strategic development

  • Working with the Service Development Manager, create and implement an overall volunteering strategy for the charity, including a plan for Glass Door's 1600 night shelter volunteers in 2020-21, as well as office volunteers and those supporting our casework services.
  • With the Fundraising Manager, review our corporate volunteering strategy, in line with capacity to offer volunteering opportunities, and explore new fundraising volunteer opportunities.

Managing shelter Volunteer Coordinators

  • Act as main point of contact (volunteer manager) for 60 shelter Volunteer Coordinators (volunteers), providing regular communications, handling enquiries and solving problems that arise.
  • Provide quality annual briefing events for shelter Volunteer Coordinators and the volunteers in their teams.

Support others managing volunteers

  • Work with colleagues and Volunteer Coordinators (volunteers) to develop volunteer recruitment plans to fill vacancies and provide necessary support throughout this process.
  • Advertise engaging volunteering opportunities by uploading vacancies to our website and external vacancy sites.
  • When required, support colleagues and Volunteer Coordinators with training their volunteers, troubleshooting volunteer problems and handling other volunteer management issues.

Developing materials and content

  • Manage and maintain the volunteering section of the Glass Door website, including hidden pages that only our volunteers can access.
  • In conjunction with the communications team, develop a volunteer communications plan and provide content for regular e-newsletters for volunteers.
  • Develop and manage learning and development programmes for volunteers including e-learning content, covering inductions, health and safety, safeguarding and technical role-related training to ensure all volunteers are able to carry out their roles effectively and safely.
  • Regularly review and improve the Volunteer Handbook in line with best practice.

Quality assurance of volunteer management practices

  • Keep up to date with legislation and policy related to volunteering, volunteer management best practice and sector standards, and make any necessary modifications to accommodate changes.
  • Network with other volunteer managers at external organisations and benchmark our practices against theirs.
  • Explore opportunities to improve volunteer management at Glass Door.
  • Ensure staff members who involve volunteers in their team have up to date risk assessments for all activities being undertaken by volunteers.
  • Ensure that volunteers at Glass Door are properly selected, vetted, inducted, trained and equipped to carry out their role.
  • Ensure all volunteer records are kept up to date using the database system (Donorflex).
  • Ensure volunteers comply with Glass Door's safeguarding policy, identify volunteer roles that require references and DBS checks and ensure these checks are in place.
  • Ensure volunteers follow the volunteer agreement and the golden rules of volunteering, working with staff or Volunteer Coordinators to address any performance issues.
  • Assess whether there are improvements we could make to inclusion and accessibility in relation to volunteers.

Improve the volunteer experience

  • Deliver a positive volunteer experience across all aspects of the volunteer journey.
  • Design, circulate and analyse the annual volunteer survey and provide other feedback mechanisms for volunteers
  • Regularly assess the quality of our volunteers’ experience, across all roles, to ensure they feel valued and fulfilled using volunteer feedback gathered throughout the year.
  • Celebrate volunteering and give recognition to our volunteers, for example through arranging Volunteers’ Week, volunteer gifts and social activities.
  • Develop peer learning opportunities for volunteers by facilitating ways for them to get to know and share their experiences with one another.
  • Respond to enquiries from new and existing volunteers on an ongoing basis.

Growing volunteering

  • Liaise with teams across the organisation to identify new opportunities for volunteers to engage and support their work.
  • Define the various roles for volunteers with staff team leaders to ensure that proposed roles meet the needs of the organisation.
  • Monitor, evaluate and report on the contribution being made by volunteers via an annual survey and other formal and informal feedback.
  • Raise staff awareness of the role, function and value of volunteers.
  • Promote the value of volunteers to our external audiences through publicity strategies and campaigns.



Personal Qualities

  • An empathy with volunteers and an understanding of their needs.
  • Enthusiastic, engaging manner, with the confidence to talk to volunteers and other supporters.
  • Empathetic attitude towards homeless and vulnerably-housed people.
  • A confident self-starter who will hit the ground running.
  • A team worker with an open, collaborative style and a practical, “can-do” approach.
  • Commitment to our values of being welcoming; being open to all, without prejudice; compassionate; believing individuals can turn their lives around; and knowing we can have a bigger impact when we work together.
  • Commitment to and understanding of the issues relating to equality of opportunity and the ability to implement change in this area.
  • Willing to travel around London for occasional meetings and events including some evenings and weekends. 

Qualifications and Experience

  • At least a years’ experience in a role where managing volunteers has been a significant part of the job.
  • Experience of using databases to record volunteer information.
  • Experience of recruitment and onboarding of volunteers, or staff or students.

Knowledge, Skills, Abilities

  • Able to work independently, be proactive and be able to develop relationships and manage multiple stakeholders.
  • Competent IT skills in standard Microsoft packages: Word, Excel, Powerpoint and Outlook and supporter databases to maintain meticulous records and administration systems, in line with agreed protocols.
  • Excellent organisational skills with strong attention to detail, especially record-keeping and electronic filing.
  • Strong written English and numeracy skills.
  • Good interpersonal and verbal communication skills, professional telephone manner.
  • Able to forward plan and schedule workflows.
  • Able to relate to and work with people from a range of backgrounds.
  • Excellent time management skills; able to work proactively unsupervised and use own initiative.
  • Able to adhere to and implement Health and Safety, HR and operational policies.


  • Experience of managing projects.
  • A qualification in volunteer management such as an NCVO course.
  • Full UK driving licence.


Closing date – Monday 15 June at 9am

Interview date – Friday 19 June (via video call)

You can also visit our website ( glassdoor .org .uk ) to download this same information in a PDF document.

To apply, please submit your CV and a covering letter explaining how your skills and experience are relevant to the job description and person specification. You can submit your CV and covering letter either through the CharityJob website or alternatively by email to Megan Preston: megan @ glassdoor .org .uk

You are welcome to contact Megan with any questions about the role or to discuss any accessibility requirements you have to enable you to apply. 

Our team’s usual workplace is our office in Chelsea, West London. However we are currently working from home, and that may still be the case when the hired candidate begins their role. Interviews will be held via video call.

More about Glass Door
Glass Door

What we do

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Posted on: 26 May 2020
Closed date: 15 June 2020
Tags: Project Management, Volunteer Management