Overview
Prospectus is excited to be partnering with our client in their search for a new Head of Service Delivery with a passion for volunteer leadership and a knowledge of digital platforms for support lines. The organisation is the national LGBTQIA+ support line, supporting anyone, anywhere in the country. Discussing anything related to sexuality and gender identity, from sexual health to relationships, or just supporting. Our client has been equipping the LGBTQIA+ community and its allies with information and support for five decades. Through all the crises, celebrations and changing attitudes, the organisation has been a clear and unmistakable voice.
Responsibilities
- Strategic leadership, operational management, and continuous improvement of the volunteer‑run support line, responding to over 17,000 service‑user contacts in 2025.
- Day‑to‑day management of enquiries, support volunteer well‑being, and lead initiatives to improve service delivery.
- Manage, support, and grow a diverse pool of volunteers representing our client's communities, overseeing the entire volunteering experience from recruitment, training, support, engagement, and celebration.
- Responsible for the digital infrastructure upon which services are delivered, ensuring systems are reliable, secure, scalable, and aligned with user needs.
Qualifications
- Direct or transferable experience of managing or working with volunteers or large teams, leading a helpline, contact centre, or support services.
- Demonstrable experience of recruiting, training, and leading volunteer teams in a service‑focused environment.
- Proven experience of managing or implementing service technologies (telephony, CRM, digital channels).
- Strong understanding of safeguarding and experience as a designated safeguarding lead.
- A warm and approachable leader with awareness of the challenges facing the LGBTQIA+ community and a passion for delivering high‑quality support services.
Details
This is a full‑time (condensed working, 35 hours across 4 days) permanent position, working on a hybrid basis (2 days per week in our client's North London‑based office).
Equal Opportunity
Our client is committed to being an inclusive workplace representative of the diverse communities they support and actively encourages applications from candidates with diverse backgrounds, particularly from Black, POC, transgender, non‑binary identities, and disability groups, which are currently underrepresented within the organisation.
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