Head of Helpline

Our client is a national charity dedicated to tackling anti-Muslim hate and supporting those affected by it. Through victim support, research, community engagement and policy influence, they work to challenge Islamophobia and create lasting change. They are now recruiting for an Interim Head of Helpline to oversee the day-to-day delivery of the the charity's anti-Muslim hate crime support helpline, ensuring the service is trauma-informed, victim-centred, and compliant with legal and ethical obligations. This role is initially a 6 month fixed term contract with possibility of extension.

As Interim Head of Helpline, you will manage the daily operations of the hate crime helpline, supervising a small team of a Helpline Advisors and Supervisors, overseeing rota planning and shift scheduling and handling complex case escalation and safeguarding. You will monitor call volume and produce impact reports and will ensure data protection and GDPR compliance. You will also manage critical relationship development with Police, CPS and other statutory agencies and civil society partners

To apply for this role, you must have demonstrable experience of managing support services (not necessarily helplines). You must have knowledge of hate crime, safeguarding, and equality issues, and will have the ability to manage rotas and staff teams effectively. You will be an excellent communicator with strong data management, and report writing skills, and will ideally have an understanding and knowledge of anti-Muslim hatred and Islamophobia.

To apply for this role, please initially submit your CV (in Word format) - cover letters are not required at this stage. Please only apply if you are available immediately or have no more than a 1 month notice period.

The charity & Prospectus are both committed to creating a diverse, inclusive and equitable workplace. We welcome applications from candidates of all backgrounds and particularly encourage applications from individuals with lived experience of the issues affecting the communities the charity serves. Recruitment decisions are made solely on merit, and reasonable adjustments will be provided throughout the recruitment process where needed.