This vacancy has now closed

Helpline Manager

  • Full time
  • £39,639 – £45,486
  • Location: blend of home working and office, based in Rose Street, Edinburgh or can be entirely home based anywhere in the UK. Please talk to us about your flexible working requirements!
  • Closing 16th February 2023

  • Advertised from 25th January 2023
  • 35 hours per week – Majority of work is based around weekdays, 9am-5pm, though must be willing to work evenings and weekends on occasion to meet the needs of a 24/7 helpline. One in every 7 weeks you be required to fulfil the on-call duty manager function. 12 month maternity cover position.


The Role

Scottish Women’s Aid has an opportunity to join Scotland’s Domestic Abuse and Forced Marriage as Helpline Manager on a maternity cover basis. Our Helpline Manager takes responsibility for the effective management of the service, including operational management, technology, policies and procedures and meeting contractual obligations.


Scottish Women’s Aid is Scotland’s leading voluntary sector organisation working to prevent domestic abuse and promoting effective policy and practice responses for women, children and young people who experience domestic abuse. We are the umbrella organisation for 34 autonomous Women’s Aid groups delivering direct services to women, children and young people across Scotland.

What You’ll Do

Reporting directly to our Chief Executive you will lead the implementation of agreed operational plans and policies whilst ensuring the smooth and efficient operation of the Scotland’s Domestic Abuse and Forced Marriage Helpline (SDAFMH). You will lead a busy operational team, providing day to day guidance and monitoring as well as supporting the continuous development of all helpline staff. As part of SWA’s management team you will support the development, planning and implementation of the organisational strategy, contributing and updating on all elements of Helpline functionality and development.

What We Need

With excellent people-management and development skills and demonstrable experience of working within a domestic abuse or violence against women service, you will have sound knowledge of call-centre communications technology and good practice relating to running a telephone advice/information service. A relevant management qualification would be beneficial but more relevant is the experience and knowledge of the right and options available to people with experience of domestic abuse or forced marriage and offering support, information and safety planning and making appropriate referrals.

We’re looking for someone who has;

· Experience of preparing organisational reports and reports for funders and committees

· A sound knowledge and understanding of a gendered analysis of domestic abuse

· Knowledge of tools or methods such as development of business cases, funding submissions, contract management and risk assessment

· Excellent written and verbal communication skills

· Knowledge and understanding of digital tools and software in order to run and troubleshot call centre technology.

· Ability to utilise software to capture and generate reports and present usage and impact data.

· Excellent working knowledge of MS Office packages, email and the internet

What we offer

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:

Flexible working

We offer flexible hybrid working options for the majority of our employees. Some posts are eligible for full-time homeworking. We also offer flexibility for staff and work/life balance through a number of flexible working options such as flexi time, condensed hours, job sharing.


SWA are a Living wage employer, our pay and grading system offers a competitive starting salary and yearly progression.

Annual Leave

We offer a full-time annual leave entitlement of 30 days (210 hours) per year plus 10 Public Holiday days (70 hours) per year. Leave is accrued at the rate of 3.33 days (23.3 hours) per month.


SWA believes it's important that we help you save for your retirement so access to Nest pension scheme is given to all eligible employees. SWA contributes 10% of gross contractual earnings on the provision that the employee contributes a minimum of 3% towards their pension contributions.

Learning and Development

SWA supports and develops staff to ensure they have the necessary skills, knowledge and abilities. There is an internal schedule of training on key skills and knowledge relevant to all staff. There is also scope to attend ad hoc training for employees who are working to develop specific skills.

Enhanced Maternity and Paternity Pay

SWA offers staff who meet the criteria for Statutory Maternity Pay (SMP) an enhanced maternity pay of 20 weeks on full pay and 20 weeks on half pay.


As part of SWA’s commitment to staff wellbeing, staff are offered a confidential 24/7 Employee Assistance programme service with Heath Assured which provides confidential advice, counselling sessions and wellbeing support to all staff, and where applicable, immediate family members.

Bike 2 Work

An interest-free loan to purchase a bike, can be arranged up to the value of £1,000.

Edinburgh Leisure Gym Subsidies

Edinburgh based staff are able to access Edinburgh Leisure facilities for the reduced price of £1 per session.


Scottish Women’s Aid aims to be an equal opportunities employer. Applications will be accepted from women only under Schedule 9, part 1 of the Equality Act 2010.

Our long term aim is that the composition of our workforce should reflect that of women in the community. We recognise the value of a diverse workforce in which women from differing backgrounds, with different skills and abilities can bring new ideas to enable us to deliver high quality services and are committed to recruiting a diverse workforce that is representative of the people we serve.

SWA are taking positive action to address an under-representation of both disabled and Black Asian and Minority Ethnic (BAME) employees within our workforce. We offer Disabled and BAME applicants the option of requesting that their application is considered under the terms of our Disabled or BAME Guaranteed Interview Schemes. You will be asked if you wish to be considered under the Disability/BAME Guaranteed Interview scheme when you complete our online application form.

Application notes

Visit our website and download the application pack

Closing date - 16th February

Interviews: 2 and 3 March

Scottish Women’s Aid is committed to promoting equality and diversity. Applications are welcomed from all sections of the community. Applications will be accepted from women only under Schedule 9, part 1 of the Equality Act 2010.

Successful applicants will be subject to a PVG check, paid by SWA.

For any questions relating to the vacancy please contact Square Peg HR is our recruitment partner for this vacancy.

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.