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Closing in 7 days
Scottish Women's Aid, Scotland (Hybrid)
£28,102 – £32,873 per annum (pro-rata)
Posted 6 days ago
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Page 41 of 41
Scotland, United Kingdom (Hybrid)
£28,102 – £32,873 per annum (pro-rata)
Full-time or part-time
Permanent
Job description

Helpline Call Handlers – Scottish Women’s Aid

Salary: £28,102 – £32,873 per year (pro-rata)

Hours: Full-time (35 hours) or part-time (21 hours or 28 hours). The helpline operates 24/7, but we’re recruiting to our daytime team with hours nomally between 8am and 10.30pm including early mornings, afternoons, evenings, weekends, and public holidays as part of a rota.

Location: Hybrid blend of home working and office (Rose Street, Edinburgh), or fully home-based anywhere in Scotland. Please talk to us about your flexible working needs!

Would you like to be part of a vital helpline service? Scotland’s Domestic Abuse and Forced Marriage Helpline, run by Scottish Women’s Aid, is looking for Helpline Call Handlers to join our busy daytime team.

What you’ll do

You’ll provide confidential support and information to individuals experiencing domestic abuse or forced marriage, as well as their families, friends, colleagues, and professionals supporting them. Responding by phone, email, web chat, and text, you’ll assess needs and risks, helping them plan for their safety and connecting them to appropriate services and resources. You’ll also record information about the contacts you handle using our digital systems.

What we need

Daytime shifts can be especially busy on the helpline. You’ll need to stay calm and empathetic while working in a fast-paced environment, and be ready to handle difficult and sometimes distressing situations. This role can be challenging, but it is also hugely rewarding if you bring the right skills and resilience.

We need people who:

  • Are passionate about supporting those affected by domestic abuse and forced marriage, with a feminist understanding of how gender shapes these issues.
  • Can listen with empathy and communicate clearly with people from all walks of life, whether by phone, email, text, or webchat.
  • Can take in complex information and explain it simply.
  • Take a trauma-informed, person-centred, non-directive, and non-judgemental approach.
  • Are confident using computers and keeping accurate records.
  • Have emotional resilience, the skills to practise good self-care, and know when to seek support.
  • Enjoy working as part of a supportive, mostly remote team.
  • Are committed to learning, reflection, and ongoing development.

Why Work with Us?

We know this work can be challenging, which is why we invest heavily in training, support and supervision, and team support.

There are many reasons to work for Scottish Women’s Aid. We have a great working culture and our mission and vision attracts a brilliant staff team. Your hard work is rewarded with a package of support and benefits including:

  • Support for flexible working
  • Living wage employer with a competitive hourly rate
  • 10% pension contributions
  • Ongoing learning and development opportunities
  • Enhanced maternity pay - 20 weeks on full pay, plus additional 20 weeks on half pay (subject to eligibility)
  • Employee assistance programme
  • Bike 2 Work
  • Edinburgh Leisure gym subsidies

More Information

Applications will be accepted from women only under Schedule 9, Part 1 of the Equality Act 2010. 

We are committed to recruiting a diverse workforce that is representative of the people we serve. We value different backgrounds and perspectives, as they enrich our organisation and improve our work. 

We welcome applications from all women, with particular encouragement for those from racially minoritised, disabled, or marginalised groups. We offer a guaranteed interview for disabled women who meet the essential criteria for the role.

As an equal opportunities employer, we are committed to a supportive and accessible recruitment process. If you have any questions or require any adjustments, please contact us.

Please note that this role is subject to joining the PVG scheme of Disclosure Scotland. If you have any criminal convictions you would like to tell us about, please contact us for a chat.

How to apply: 

Please send us your existing CV and completed application form.

If you would prefer not to exclusively write your application, the personal statement aspect of the application form (Section Two) can be submitted as a video or voice note of no more than 5 minutes.

Our application process is detailed, because we want to give you the best chance to show us your values and skills. Please only apply if you can commit to completing the full process.

Please see the attached documents for more information about the role and the next steps in the recruitment process on our website.

Closing Date: 12pm on Wednesday 17th September

Interviews: To be scheduled for 6th or 7th October 2025

Scottish Women’s Aid is a company limited by guarantee, company no. SC128433, and a charity registered with the Office of the Scottish Charity Regulator, charity no. SC001099.

Posted by
Scottish Women's Aid View profile Organisation type Registered Charity Company size 21 - 50
Posted on: 04 September 2025
Closing date: 17 September 2025 at 12:44
Tags: Social Care / Development, Domestic Violence / Abuse, Helpline, Human Rights, Social / Support Work