Volunteer Support Officer

Department

Volunteer Support

Employment Type

Part-Time 20H

Compensation

£16,000 per annum (£32,000 FTE)

Title: Volunteer Support Officer

Reporting To: Volunteer Support Manager

Location: Remote, based in the UK

Salary: £32,000 per annum
We aim to be transparent about remuneration at MHI. As a charitable organisation, salaries for this role are predetermined and not negotiable. Please consider the advertised salary before applying.

Hours of Work: 20 hours per week, covering a service that operates 7 days a week. Following a shift rota that typically includes some evening work and one weekend shift per month. Availability can be discussed further at interview

Contract: Permanent

Start Date: September 2026

Benefits:

25 days annual leave per year, plus public holidays;
Company electronic devices;
Enhanced salary sacrifice pension scheme;
Private health insurance after completion of probation;
Eligibility for a Blue Light discount card.

Closing Date: 26th June 2026 at 5pm. We reserve the right to close the job advert early if we receive a high number of applicants.

Click Here for the full Candidate Pack for this role.

Job Summary
To provide first-line guidance and wellbeing support for MHI volunteers, fostering confidence, skills and a positive experience. Includes daily rota management and responding to volunteer queries

Key Responsibilities

Manage the volunteer Shout and The Mix service rotas on a day-to-day basis through the week, ensuring appropriate support and coverage for the Shout and The Mix services
Ensure that all volunteers sign up for shifts before volunteering, and following up with those who have not turned up for shifts
Provide debrief, wellbeing and practical support to MHI volunteers during core working hours and occasional evenings, in line with the Volunteer Support Team rota.
Respond to escalations from Supervisors and to incoming queries from volunteers in a timely and compassionate manner.
Review conversations and activities undertaken by volunteers, providing constructive feedback to support learning and development and escalating to the Volunteer Support Manager where appropriate
Support the Volunteer Support Manager to deliver initiatives to improve volunteer retention and reactivation/retraining across all programmes
Act as a champion for volunteers within MHI and in the wider volunteer community.
Actively contribute to the development of volunteer support to ensure it remains relevant, effective, and of the highest quality.

Person Specification

Essential Criteria

Experience of working in a busy team environment, with the ability to manage competing priorities.
Experience providing support, guidance or supervision in a volunteer, community, helpline, or similar setting.
Strong interpersonal and communication skills, with the ability to build rapport and demonstrate empathy and compassion.
Experience of giving feedback constructively to support learning and development.
Ability to manage rotas, schedules, or other organisational systems, ensuring accuracy and attention to detail.
Confident in using IT systems and database/rota management software.
Ability to remain calm and professional when responding to queries, escalations, or challenging situations.
Strong commitment to safeguarding, wellbeing, and equity, diversity and inclusion.
Flexibility to work occasional evenings and outside normal office hours in line with the team rota.
Knowledge of volunteer management best practice

Desirable Criteria

Experience of working or volunteering in the charity sector
Experience providing wellbeing or debrief support to volunteers, staff, or peers.
Understanding of digital service delivery and online support platforms.

This role is subject to eligibility to work in the UK, plus satisfactory background and reference checks.

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