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The Support Line Safeguarding & Quality Assurance Coordinator is responsible for the day-to-day quality control, safeguarding oversight, and assurance of the 24/7 Support Line. Acting as the Designated Safeguarding Officer (DSO) for the service, the postholder will provide oversight and assurance of safeguarding practices, complaints, and quality issues are managed appropriately, consistently, and in line with organisational policies, procedures and statutory requirements.

The Support Line Safeguarding & Quality Assurance Coordinator will be experienced in customer service, safeguarding, and quality assurance, including responding to complaints and concerns, with the ability to communicate appropriately and sensitively with a range of stakeholders, including complainants, survivors, delivery partners, and colleagues. They will have a strong understanding of sexual violence, safeguarding responsibilities, and the wide-ranging impacts on survivors and those supporting them.

Person Specification
Experience of working to improve support services, ideally within a quality assurance, safeguarding, customer service, helpline, or support service environment. 
• Experience acting as a Designated Safeguarding Officer (DSO), safeguarding lead, or in a similar role with responsibility for safeguarding oversight and decision-making, or a willingness to undertake relevant DSO training. 
• Experience of handling complaints, concerns, or service issues effectively and sensitively. 
• Excellent knowledge of safeguarding practice, including the ability to recognise, assess, and respond appropriately to a range of safeguarding concerns relating to adults and children. 
• Experience using data, feedback, and performance information to identify trends, monitor service quality, support decision-making, and drive continuous improvement. 
• Experience of assessing practice, identifying learning opportunities, and supporting service and practice development. 
• Strong understanding of how helpline or support services operate, including service user needs, operational challenges, and quality standards for call and chat handling. 
• Knowledge of best practice in complaints handling, safeguarding, quality assurance, and continuous improvement. 
• Awareness of accessibility requirements and inclusive practice, with the ability to support services that are accessible to diverse user groups. 
• Strong customer service skills, with the ability to communicate sensitively, professionally, and appropriately with complainants, survivors, colleagues, and stakeholders. 
• Strong analytical and problem-solving skills, with the ability to investigate concerns, assess information objectively, identify themes and trends, and make clear recommendations. 
• Good organisational and time management skills, with the ability to manage competing priorities and maintain accurate records. 
• Experience of coordinating quality assurance activities, audits, service reviews, or improvement initiatives. 
• Experience working within the sexual violence, violence against women and girls (VAWG), safeguarding, or wider support sector. 
• Experience of working with multiple partner organisations or external stakeholders. 
• Knowledge of trauma-informed practice and survivor-centred approaches.