[Hiring] Volunteer Support Officer @Mental Health Innovations

Role Description

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.

Qualifications

• 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.

Requirements

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

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.