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Job Advert: Helpline Support Volunteer

mwnhub
19/08/2025 Vacancy
 
 

Job advert and description

Summary

Role: Helpline Support Volunteer

Reporting to: Operations Director / Helpline Manager

Benefits: on the job training; ongoing professional development opportunities, and access to mental health and wellbeing support.

Hours: 3.5 hours per week (minimum)

Role Type: Voluntary (reasonable expenses will be paid)

Location: First Floor, 1192 Stratford Road, Birmingham, B28 8AB (office based)

Application deadline: 9am on Friday 19 September 2025

Interviews: Monday 29 September and Tuesday 30 September

Training: for 3 weeks across October (09:30-14:00 on 6th,7th,8th,13th,14th,15th,20th,21st and 22nd - please note these dates may be subject to change)

Start Date: 06 October 2025


About Us

Muslim Women’s Network UK (MWNUK) is an award-winning national charity based in Birmingham and has been running since 2003. MWNUK are working to advance equality and social justice for Muslim women and girls. MWNUK achieves its aims through research, campaigning, training, engaging with its membership, evidence-based advocacy, and by operating a culturally sensitive helpline and counselling service.

Training

Due to the variety of enquiries we receive and their sensitive nature, the first month of your role will involve specialised training.  You will be required to attend 3 mornings per week for 3 weeks.

Purpose of the Role

We are looking for individuals to volunteer on our Muslim Women’s Network (MWN) Helpline Service which primarily provides support to victims of domestic abuse, violence against women and girls (VAWG) and related issues. We are also recruiting volunteers for a new helpline service focused on recording incidents of anti-Muslim hatred.

As a Helpline Support Volunteer, you will be answering calls, emails, texts, webchat and on Amal Safety mobile app from service-users and supporting them on the wide variety of issues that are raised on the Helpline.  The helpline supports women on more than 45 different issues with most of the calls relate to VAWG as well as mental health and wellbeing.

All responses must be in line with the ethos of MWNUK which upholds protection from discrimination, harassment and victimization in line with the Equality Act 2010. The nine protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

You will be responsible for maintaining accurate records of the client cases on MWN’s bespoke online databases, ensuring data complies with GDPR requirements.

Given the nature of the role, experience supporting individuals - particularly Muslim women - is essential. This may be through paid employment, volunteering, or informal support of friends and family.

You may also have the opportunity to contribute to maintaining website resources, promoting the service, supporting other MWNUK projects and activities related to Helpline issues.

Full training and ongoing support will be provided to help you feel confident and equipped in your role.

Who are we looking for?

We are looking for a highly motivated and organised individual who is passionate about women’s rights and keen to make a difference. An interest in Violence Against Women and Girls (VAWG) sector and tackling anti-Muslim hatred / Islamophobia is important.

We particularly encourage applications from women who may have taken a careers break or have caring responsibilities as full training will be provided and ongoing support to help you feel confident in your role.

Main responsibilities

  • Providing high-level support to users of the MWN Helpline and/or a new anti-Muslim hatred / Islamophobia incident recording service, responding to telephone and electronic enquiries.
  • Manage helpline cases, including accurate data entry into MWN’s bespoke database.
  • Maintain confidentiality and adhere to data protection policies at all times.
  • Attend training sessions as directed.
  • Stay informed about developments and legislation on key issues such as forced marriage, violence against women, hate crime, Islamophobia, and related topics.
  • Carry out administrative duties and provide support to the Helpline Manager, Operations Director, and Trustees as required.
Person Specification

We are looking for someone who:

  •  Has a strong interest in the charity sector, particularly in empowering racialised communities and Muslim women.
  •  Can work in a non-judgmental, culturally and faith-sensitive manner.
  •  Demonstrates accurate listening and note-taking skills.
  • Has an approachable and friendly manner, with strong communication skills.
  • Possesses excellent IT skills, including data entry and email correspondence.
  • Speaks a second language (e.g., Urdu, Arabic, Punjabi, Mirpuri, Pashtu, Bengali, Gujarati).
  • Has experience supporting Muslim women and girls—through paid work, volunteering, or informal support.
  • Maintains a high level of professionalism when engaging with internal and external stakeholders. 
  • Has knowledge of key issues affecting Muslim women and girls, including domestic violence, sexual violence, forced marriage, honour-based violence, hate crime, Islamophobia, and mental health.
  • Works effectively as part of a team.
  • Can work independently in a highly organised manner.
  • Is driven and committed to providing the best possible service and ensuring the success of the Helpline.
  • Understands and upholds confidentiality, data protection, and professional boundaries.
  • Has knowledge of the community sector and its role in supporting vulnerable groups.

 Equal opportunities awareness

  • Demonstrates awareness of diversity issues and maintains a positive, non-discriminatory, and non-judgmental approach.
  •  Committed to working collaboratively and flexibly with all members of the MWNUK team.

Essential

  • DBS basic clearance

Application process

Stage 1: How to apply

Please send your cover letter (and CV if you are including this) to contact@mwnuk.co.uk by 9am Friday 19 September 2025. Your cover letter should be no longer than one side of A4 and must include the following:

  • Your name and contact details (address, email, phone number)
  •  Languages spoken
  •  Why you are interested in this role
  • How you meet the criteria outlined in the job description and person specification
  • Transferable skills relevant to the role—feel free to draw on experiences from home life, education, work, or volunteering
  •  Confirmation that: you can commit to the hours outlined and you can attend all training days
  • Any existing affiliations with MWNUK (e.g. relationships with current staff, volunteers, or board members)
  • Details of one referee who is not related to you
We welcome CVs in addition to the cover letter, but they are not mandatory.

Stage 2: Interview process

Shortlisted applicants will be invited to attend a face-to-face interview on Monday 29 September or Tuesday 30 September 2025.


Further information

  •  Unfortunately, we are unable to provide feedback at Stage 1 of the application process.
  • A Basic DBS clearance is required for this role.
  • If successful, references will be requested. To help speed up the process, please include referee details in your cover letter and/or CV.
  • In accordance with The Equality Act 2010 (Schedule 9, Part 1, Paragraph 1), this post is open to women only.
  • Please note that, in line with MWNUK’s legal obligations as a charitable company, all job applications (successful or otherwise) will be retained for a minimum of six months. Applications will be securely deleted once retention is no longer necessary.
  • For more information, please refer to our Privacy Policy.


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