London, Greater London
£27,448 - £30,242 per year
Temporary, Full-time
Job description

Refuge is the UK’s largest provider of specialist services for victims of all forms of gender-based violence (domestic, sexual, so called ‘honour’ violence, modern slavery and human trafficking, prostitution, forced marriage, stalking and FGM). Every day we support over 6,500 women and children in our national network of services.  These include Independent Domestic, Sexual and Gender-based Violence Advocacy services (IDVAs/ISVAs and IGVAs), community outreach, specialist refuge accommodation, sanctuary services, culturally-specific services and the Freephone 24 Hour National Domestic Abuse Helpline. We advise Government and lobby hard to keep violence against women and girls high on the public agenda. We run award-winning prevention and public education campaigns, manage a busy press office and website, and we are an accredited training provider. We give a voice to the voiceless.

We are recruiting a deputy manager to join the current helpline management team on a fixed term contract to provide management and support to the front line staff, sessional workers and volunteers that staff the helpline

The Deputy Helpline Manager will be working in conjunction with other colleagues on the helpline management team, leading, planning and delivering the service to ensure that it supports as many women as possible in line with Refuge’s strategic vision. 

The role will be directly responsible for a large team of helpline staff and sessional workers, and will work alongside  other Helpline Deputy managers and the Volunteer Programme Manager with the recruitment, training, induction and development of the helpline staff and volunteer team.

As part of the management team you will be responsible for ensuring that there is an effective 24 hour rota of staff and volunteers in place to deal with helpline calls. You will be responsible for ensuring the very highest quality of response to all of those seeking our help. You will also be responsible for measuring, monitoring and developing the service with colleagues.

As a member of the management team, the post holder will take part in an out of hours on call rota.

You will have an awareness of domestic violence issues, together with the understanding the needs of callers to the National Domestic Abuse Helpline. You will possess excellent communication and interpersonal skills combined with a non-judgmental and confidential approach to supporting women. In addition you will have experience of managing and motivating staff, experience of managing a high performing service, ideally within the Violence Against Women and Girls field. You will be well organised and have a demonstrable ability to use Microsoft Office. The ability to remain calm and resilient is essential, as is an up-to-date knowledge of housing, criminal, civil and welfare rights legislation relating to domestic violence.

All candidates must demonstrate a commitment to the feminist values of empowerment and equality which underpin all of our work. Successful applicants will be expected to work within Refuge’s Values and Behaviour Framework and demonstrate these in their everyday work.

Competitive salary offering annual progression within points of the salary grade, 28 days annual leave increasing to 30 days, pension scheme with People’s pension that includes a 6% Employer contribution, comprehensive EAP.

Refuge is proud to be a leader in its field and an employer of choice with leading edge systems for supervision, quality management and development. We offer the first Regulated Qualifications Framework (RQF) accredited qualification for our profession. 

Please visit Refuge’s website for further details and other opportunities.

Closing Date: 11.59pm, Sunday 02 May 2021

Interview Date: w/c 10 May 2021

Contract Type: Fixed term contract

Contract End date: 31 March 2022

An enhanced Disclosure Barring Service (DBS) certificate will be required for this role.

Refuge is committed to quality, equality and diversity and welcomes applications from all sections of the community. This post however is restricted to women due to the nature of the role. The Occupational Requirement under Schedule 9 (part 1) of the Equality Act 2010 applies.

More about REFUGE

At Refuge, we believe that no-one should have to live in fear of violence and abuse. On any given day Refuge supports almost 6,000 clients, hel... Read more

Posted on: 12 April 2021
Closed date: 02 May 2021
Job ref: 0377
Tags: Management