LGBT+ Helpline Advisor

Location: Hybrid or remote (office base in Central London)

Hours: 35 hours per week, full-time, working 5 days on a rolling rota including evenings

Contract: 3-month fixed-term contract, with potential to extend

About the Role

We are currently recruiting for a compassionate and resilient LGBT+ Helpline Advisor to join a dedicated team providing vital support to LGBT+ victims and survivors of abuse and violence.

You will provide emotional and practical support to individuals experiencing challenging situations, helping them navigate their options and make informed decisions in a safe and supportive environment.

The role involves responding to calls, emails and webchats, providing trauma-informed support to individuals affected by domestic abuse, sexual violence, hate crime and so-called conversion practices.

You will play an important role in ensuring service users feel heard, respected and empowered, while identifying and managing risk and safeguarding concerns.

Key Responsibilities

• Provide high-quality, trauma-informed support via telephone, email and webchat.
• Complete risk assessments and develop appropriate safety plans.
• Identify and respond to safeguarding concerns, taking appropriate action where necessary.
• Provide practical guidance, information and signposting to relevant specialist services.
• Support individuals affected by domestic abuse, sexual violence, hate crime and other forms of abuse.
• Maintain accurate and confidential records of contacts and outcomes, ensuring GDPR requirements are followed.
• Work collaboratively with colleagues to provide consistent and effective support.
• Contribute to the ongoing development and improvement of the helpline service.

About You

The successful candidate will have:

• Previous experience providing emotional or practical support, either in a paid or voluntary capacity.
• A good understanding of the issues affecting LGBT+ individuals experiencing abuse and violence.
• Knowledge of safeguarding, risk assessment and risk management.
• Experience supporting vulnerable individuals using a trauma-informed approach.
• Excellent communication and listening skills, with the ability to remain calm and empathetic in challenging situations.
• The ability to work independently and as part of a team.
• A strong commitment to inclusivity, equality, diversity and empowering individuals.
• Flexibility to work 35 hours per week on a rolling rota, including evenings.

Why Apply?

This is a fantastic opportunity to join a values-led organisation providing essential support to LGBT+ individuals and communities across the UK.

You will be joining a dedicated and supportive team, helping create a safe, inclusive and empowering environment for people accessing the service.

If you have experience in helpline support, domestic abuse, sexual violence, LGBTQ+ services or advocacy and are passionate about making a difference, we would love to hear from you.