Job Description

National Stalking Helpline Team Lead
Suzy Lamplugh Trust
London - office-based in SE11 (Vauxhall)
6 months FTC with potential for extension subject to funding
Salary 36,435
Full time, 35 hours per week
Benefits including employer contribution pension, 28 days annual leave plus bank holidays, flexible working and a cycle to work scheme/interest free loans for annual travel season tickets
Are you looking for an operational role, and do you have experience of running a helpline within the charity sector? Are you an experienced people management experience with a hands-on and coaching style approach?
Charity People are delighted to be partnering with Suzy Lamplugh Trust, a charity which works towards creating a society where people are, and feel, safer, to bring on board a skilled and dedicated National Stalking Helpline Team Lead.
The Suzy Lamplugh Trust was established in memory of Suzy Lamplugh, a young estate agent who tragically disappeared while at work in 1986 and was later declared deceased in 1993. Created to honour Suzy's legacy, the Trust aims to empower individuals and organisations to take a stand against abuse, aggression, and violence in all forms, supporting safety in both personal and professional lives.
The National Stalking Helpline Team Lead will provide operational leadership for the effective delivery of the National Stalking Helpline. This includes managing a dedicated team of Helpline Advisors, Advocates, sessional staff, and volunteers, while ensuring a high standard of service delivery that prioritises victim safety, empowerment, and informed support.
Key responsibilities

• Service Leadership & Staff Development: Lead daily operations of the National Stalking Helpline, manage staff and volunteers, champion trauma-informed, high-quality service delivery, support reflective practice, and collaborate on internal/external training initiatives.
• Operational Oversight & Compliance: Ensure accurate case management, deliver service reports, maintain digital tools, and uphold GDPR, safeguarding, and ethical standards.
• Stakeholder Engagement & Advocacy: Represent the Suzy Lamplugh Trust externally, foster survivor-led service development, and contribute to public engagement and partnership building acting as a subject matter expert.

Person specification
The successful candidate will demonstrate:

• Experience managing a helpline or advocacy service
• Strong understanding of stalking, domestic violence and gender-based violence
• Knowledge of safeguarding procedures (adults and children)
• Experience of managing staff performance and wellbeing
• Skilled in training and supervising volunteers and sessional staff
• Strong written and verbal communication skills
• Competency in data systems and Microsoft Office suite
• Experience using a case management system
• Ability to manage competing priorities with a problem - solving approach
• Demonstrated commitment to equality, diversity, and inclusion
• Personal attributes: empathetic, resilient, detail - oriented, collaborative

The ideal candidate will demonstrate:

• Knowledge of legal, housing, and welfare frameworks impacting victims
• Experience working in multi-agency environments
• Experience producing statistical reports
• New ways of running a helpline such as WhatsApp and live chat

If you are passionate about the area of violence against women and girls and want to play an integral part of its future, and have the skills and experience for this role, we would love to hear from you.
How to apply
The application process is CV and a short covering letter.
In your covering letter, please address the following questions:
1. Why would you like to work for the Suzy Lamplugh Trust and why are you interested in the National Stalking Helpline Team Lead role? (no more than 250 words)
2. Please outline your key skills and experience which are relevant for the role (no more than 250 words).
For more details about the role, please apply via the link below and Jen D'Souza at Charity People will be in touch.
Early interest is encouraged as we are receiving applications on a rolling basis due to the FTC nature of this role. Interviews will take place on Thursday 14 August, with a view to start the role as soon as possible in August or early September so the postholder needs to be immediately available. The deadline is 5pm on Tuesday 12 August.
The role is subject to satisfactory references and an enhanced DBS check.
Charity People is a forward thinking, inclusive organisation that actively and deliberately promotes equity, diversity and inclusion. We know organisations thrive when inclusion is at the forefront. We evidence our commitment by matching charity needs with the skills and experience of candidates irrespective of background e.g. age, disability (including hidden disabilities), gender, gender identity or gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, or sexual orientation. We do this because we believe that greater diversity leads to greater results for the charities we work with.