Helpline Contact Centre Manager

**Location**

Homeworking with a requirement to occasionally work at Head Office (Vauxhall, London)

**Service/location/team**

National Domestic Abuse Helpline

**Salary**

£49,538 per annum Inclusive of London Weighting, which may not be applicable depending on your home location and any agreed permanent homeworking arrangement

**Role Overview**

We are recruiting for a Helpline Contact Centre Manager_)_ to join our team in The National Domestic Abuse Helpline team.

**Job Title: Helpline Contact Centre Manager**

**Location**: Homeworking with a requirement to occasionally work at Head Office (Vauxhall, London)
**Salary**: £49,538 per annum (Inclusive of London Weighting, which may not be applicable depending on your home location and any agreed permanent homeworking arrangement)

**Contract type**: Full time, Permanent

**Hours**: 37.5 hours per week, As part of this role, you will be required to participate in an out-of-hours rota that includes evenings, weekends and night shifts.

This is an opportunity to join Refuge as a Helpline Contact Centre Manager for the National Domestic Abuse Helpline, the role is designed to provide high quality practical and emotional support to Deputy Managers across the NDAH, the postholder is also responsible for the ongoing management of our contact centre, the platform that survivors use to contact the NDAH.

The National Domestic Abuse Helpline provides a national gateway to services and survivors across the UK fleeing domestic abuse, working in consultation with the Senior Operations Manager. The post holder is required to be a strategic leader, a versatile individual with excellent people management and interpersonal skills along with knowledge of domestic abuse, housing, welfare and legislation. The post-holder will be responsible for the ongoing management of our contact centre Genesys, a platform that helps us support our survivors and professionals contacting the NDAH.

As part of this role, you will be required to participate in an out-of-hours rota that includes evenings, weekends and night shifts.

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.

Closing Date: 09:00am 8 July 2025

Interview Date: 15 July 2025

**Benefits**

Refuge offers a variety of exciting opportunities to learn, develop and grow in your career. We recognise the value everyone brings to the organisation to achieve our aims and are dedicated to developing and rewarding our staff. More details of our benefits can be found in Job Information Pack.