Domestic Abuse Helpline Advisor - Part Time (30 hours)

Salary:
£23,761 per annum, based on the full time equivalent of £29,701.36 per annum. This is inclusive of a London Weighting allowance of £3,000, which may not be applicable depending on your home location and any agreed permanent homeworking arrangement.

Terms:
Part Time, Permanent

Location:
Homeworking, with occasional attendance at Head Office in Vauxhall, London

Hours:
Part time, 30 hours per week on a rota including evenings, weekends and nights

About us

Refuge is the UK's largest provider of specialist services supporting women and children experiencing domestic abuse.

The work we do is vital, life saving and life changing, and our people are at the heart of it. Joining us means you'll be part of an award-winning organisation of talented and committed individuals making an impact, both on the frontline and behind the scenes.

Ready to make a difference? Apply today.

The role

We are looking for a Domestic Abuse Helpline Adviser to join our National Domestic Abuse Helpline team, supporting women experiencing domestic abuse to understand their rights, consider their options and increase their safety.

You'll develop specialist helpline expertise while providing calm, trauma-informed support that can make a direct difference at a point of crisis.

In this role you will:

•  Provide high-quality emotional and practical support by phone, live chat, email and webform, led by each caller’s needs.

•  Assess risk and need, offer non-directive safety planning and respond promptly to safeguarding concerns.

•  Explain civil, criminal, housing, welfare and practical options, and signpost or refer callers to appropriate services, including refuge accommodation.

•  Work with partner agencies to support coordinated responses that keep survivors and their children at the centre

•  Maintain accurate, confidential records and contribute to effective shift handovers and continuous service improvement

Who we're looking for:

•  A good understanding of domestic abuse and the barriers women may face when seeking help.

•  The ability to assess risk and need, remain calm under pressure and provide non-judgmental, confidential support.

•  Up-to-date knowledge of relevant housing, civil, criminal and welfare rights, or the ability to apply closely related knowledge in practice.

•  Excellent written and verbal communication, organisation and IT skills, with the ability to manage a varied and emotionally demanding workload.

•  A clear commitment to feminist values, equality, empowerment and inclusive practice.

Full information can be found in the downloadable Role Profile

Benefits

Our benefits go beyond rewarding and meaningful work, find out more by downloading our Benefits Booklet

Our commitment to inclusion

We are an intersectional feminist organisation committed to providing a diverse and inclusive work environment. Our vision is to have a workforce that is reflective of the communities we serve and are committed to doing what we can to support our colleagues.

Important information

Please note that this post 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

We are committed to safeguarding and undertake basic disclosure checks (DBS) in accordance with the DBS Code of Practice for all roles. We undertake an enhanced DBS check for our roles working directly with survivors

* Please note that the addresses of some of our services are confidential, therefore the postcode associated with this advert may not be accurate

How to Apply

Apply now by clicking the Apply button and submitting your application by 11:59pm 24 November 2026. Interviews will be held remotely by Microsoft Teams on week commencing 7 December 2026