Volunteer Experience Advisor (Surrey)
Employer: Samaritans
Location: Hybrid working: Linked to our Ewell (Surrey) office - In-person working: Meeting in person and working collaboratively are things we value. We work in person around 2 days or more per month.
Working hours: Full time (35 hours per week)
Salary: £30,000 - £35,000 per annum
Closing date: 16/04/2026
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Volunteer Experience Advisor
Are you passionate about creating meaningful volunteer experiences and strengthening how volunteers are supported and managed?
Do you enjoy supporting and developing volunteer leaders, helping them build confidence in leading volunteers and supporting strong volunteer relationships?
Are you able to use volunteer feedback, insight, data and best practice to develop innovative approaches that improve volunteer retention, engagement and support, helping shape the future of volunteering at Samaritans?
Samaritans is looking for a dedicated Volunteer Experience Advisor to join our dynamic team and help shape the future of volunteering across our network. Our incredible volunteers run more than 200 branches and locations across the UK and Ireland. They offer their time to help to deliver our 24-hour emotional support service to callers in many ways, from answering telephones and emails, to fundraising, generating publicity, administration and finance.
About the Role
Our Volunteer Experience Team support over 20,000 volunteers and no two days are the same. You’ll be responsible for supporting our network of volunteers and volunteer leaders in engaging and managing volunteers, as well as involved in a variety of creative new projects helping us to provide a positive and rewarding experience for anyone that gives their time to Samaritans.
You’ll play a key advisory, analytical and development focused role, supporting volunteers and volunteer leaders on all volunteer management matters, including sensitive and sometimes complex situations. You’ll also deliver impactful initiatives and projects that strengthen and enhance the volunteer experience, helping shape the ongoing development of Samaritans’ volunteer management and support practices.
Contract terms
£30,000 - £35,000 per annum
Permanent
Full time (35 hours per week)
Hybrid working: Linked to our Ewell (Surrey) office
In-person working: Meeting in person and working collaboratively are things we value. We work in person around 2 days or more per month.
We are passionate about flexible working, talk to us about your preferences
What you’ll be doing
Providing expert advice and guidance to branches and regions on all volunteer management matters.
Analysing complex or sensitive situations to identify key issues, risks, and appropriate courses of action.
Developing and delivering initiatives and projects that strengthen and enhance the volunteer experience at Samaritans.
Drafting clear, well-structured and professional written communications, including reports and formal correspondence.
Supporting learning, training and resources that build confidence and capability in Volunteer Leaders.
Contributing to the development and refinement of volunteer policies, processes and guidance.
Supporting the fair, balanced and proportionate handling and effective resolution of volunteer concerns and complaints
Identifying themes, risks, and organisational learning opportunities to inform continuous improvement.
Working collaboratively with colleagues and stakeholders across the organisation.
You’ll ideally bring:
Experience working with or supporting volunteer, or advising on people related matters.
Strong analytical skills and the ability to interpret complex and sensitive situations, producing analysis and meaningful conclusions.
The ability to exercise sound judgement and take a balanced, proportionate approach.
Excellent written and verbal communication skills
Strong project management experience, including the development and delivery or improvement focused initiatives.
A proactive, solutions focused and improvement-oriented mindset
Knowledge of principles of natural justice and complaints management, and effective people resolution good practice.
Experience of providing advice, training or support on volunteering matters.
Experience and understanding of navigating organisational risk and safeguarding related volunteer matters .
Report writing and presentation skills.
Experience in prioritising workloads and working to deadlines with speed and accuracy.
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