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Helpline Relief Call Handlers

  • Part time
  • Sessional
  • Remote
  • Closing 11th December 2023

  • Advertised from 16th November 2023
  • £17.28/hour. There are no fixed hours. Relief call handlers do not have set hours, but are bank staff, called on when the helpline needs extra capacity. This happens when staff are sick, on leave, or the helpline is particularly busy.


We are looking for new staff to join our team. We are looking for candidates who have the qualities that would make them a great call handler. You might be a survivor of domestic abuse or forced marriage yourself or have other relevant experience, paid, voluntary or personal. No previous helpline experience is needed, as full training will be provided.

The ideal candidate will be:

  • Empathetic and understanding to all people calling about domestic abuse and forced marriage
  • Good at speaking on the phone and writing messages by email, text and webchat
  • Looking for flexible working, to work around care needs, health needs or to supplement income
  • Looking for shift work that can be either during office hours or outside
  • Happy working from home within a confidential workspace
  • Able to work with a remote but supportive team
  • Precise with administration, making sure that all their records are accurate
  • Committed to a feminist ethos, including anti-racist and justice-focused policies
  • Able to confidently navigate IT systems, such as databases, call handling software, video conferencing and email

Application notes

Closing Date: Monday 11th December 2023 at 9.00 a.m.

Selection Day for shortlisted Candidates: will be held remotely on 19 December 2023


Scottish Women’s Aid is committed to ensuring an accessible and equitable application process. We do things differently, to encourage applicants from diverse backgrounds to join our team. We particularly welcome applications from minoritised people, parents/guardians, disabled people and carers. We are taking positive action to address an under-representation of both disabled and Black Asian and Minority Ethnic (BAME) employees within our workforce. 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 quality services. We particularly welcome applications from candidates who have midweek and night time availability.

If this sounds like you, please send us an expression of interest. You can do this in three ways.

If you prefer to email us, you can do so at , filling in the attached Expression of Interest form.

In the form, please tell us, in no more than 300 words, the following:

  1. Why you would like to work for the helpline
  2. What qualities you have that you think would be valuable
  3. What sorts of issues you think our callers bring to the helpline
  4. What your availability would be on an average week

If you would prefer not to write, you can send us a video or a voice note to where you answer the same questions in no more than 2 minutes.

Please make sure that your reply includes:

  1. Your full name
  2. A telephone number and email address we can contact you on
  3. Confirmation that you are eligible to work in the UK. We cannot sponsor any applicants from outside the UK.

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

Further Information: You can download the Application Pack here.

If you have any questions, please contact us at or on Tel. 0131 226 6606.

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.

Please note, applications will be accepted from women only under Schedule 9, part 1 of the Equality Act 2010. Scottish Women’s Aid is an equal opportunities employer. All women, including women with the protected characteristic of gender reassignment, may apply for women-only roles.