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Helpline Support Worker Back to Jobs Page
Closing Date: 25 August 2017
Salary: £20 253 (pro rata) – (note full working week is 37 hours) Employer: Muslim Women's Network UK
Job Type: Full Time Hours: To be agreed
Location: Birmingham Interview Date: Beginning of Sept 2017

Job Title: Helpline Support Worker

Organisation: Muslim Women’s Network UK (MWNUK)

Salary: £20,253 (pro rata) - (N.B. full working week is 37 hours)

Hours: Part-time and full-time positions available (4 month probationary period)

 Location: Birmingham

 Job Type: Contract - 12 months

 Deadline for Applications: 25 August 2017

 Interviews: Sept 2017

 Start Date: Sept 2017


Job Description:

MWNUK's core service is the Muslim Women’s Network (MWN) Helpline which provides a national, bespoke, faith and culturally sensitive service that is confidential and non-judgmental. It was set up to offer information, support, guidance, and referrals to Asian and Muslim women and girls from diverse ethnic/faith backgrounds, who are suffering from/at risk of abuse or facing problems on a range of issues. Although our reach is primarily Muslim women, the helpline will accept calls from and support women of any faith or no faith. Men who are concerned about women and girls can also call the helpline. The helpline also acts as an interface or conduit between victims and services that offer a concrete response to a request for help. See more on the MWN Helpline website

MWNUK are looking for Helpline Support Workers to work on the MWN Helpline on either a part-time or full-time basis. You will be answering calls and emails, supporting service-users on a range of issues, in line with the ethos of MWNUK. You will maintain administration processes e.g. maintaining the helpline database, maintaining website resources, maintaining statistics, and promoting the service.

You may also work on other MWNUK projects, services, and activities related to MWN Helpline issues as required.

Main responsibilities: 

  • Providing high level support on the MWN Helpline responding to telephone and electronic enquiries. Responsible for helpline case management including database inputting.

  •          Keep up-to-date with developments and legislation around the key issues such as forced marriage, violence against women, hate crime, Islamophobia, etc.

  •         Maintain all information in line with confidentiality and data protection policies at all times.

  •         Carrying out administrative duties and support to the Helpline Manager, Director and Trustees.

  •       Attend training as directed.


 Personal Specification

  •         An individual with a keen interest in the charity sector and BAMER and Muslim women’s empowerment.

  •          The ability to work in a non-judgemental and culturally and faith sensitive manner.

  •          An individual with accurate listening and note-taking skills.

  •         An individual with an approachable and friendly manner, with solid communication skills.

  •       Individual with a second language; Urdu/Arabic/Punjabi/Mirpuri/Pashtu/ Bengali/Gujarati

  •          Excellent IT skills (word processing, databases, spread sheets, and outlook).

  •          Experience of liaising and dealing with BAMER communities including the Asian, Pakistani and Muslim female community.

  •          Proactive, keen, and committed individual.

  •          High level of professionalism when dealing with internal and external stakeholders.

  •         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.

  •          Experience of effective teamwork.

  •          Ability to work independently without supervision in a highly organised manner.

  •          Drive and willingness to go above and beyond to provide the best service possible.

  •          Understanding and adhering to confidentiality, data protection, and maintaining professional boundaries.

  •         Understanding and knowledge of the Community Sector.

  •          The ability to work in a positive manner, under tight deadlines.


DBS enhanced clearance.


Application Process:


Stage 1

Download an application form here and email your completed application to by midday on 25 August 2017.

Stage 2

Final shortlist of individuals will be invited to attend a face to face interview at the beginning of Sept 2017

We will be unable to provide feedback at Stage 1 of application process.

 *Please note that in accordance with The Equality Act 2010 (Schedule 9, Part 1, Paragraph 1), this post is open to women only*                                                                                         

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Muslim Women's Network UK
The Warehouse
54-57 Allison Street
B5 5TH

Registered Charity No. 1155092

Contact Details

Tel: 0121 236 9000
Mobile: 07415 206936

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