Supporter Helpdesk Officer | Sheffield, UK

Job Overview

Shelter is seeking a Supporter Helpdesk Officer to join their team in Sheffield. This part-time permanent role involves being the first point of contact for supporters, potential supporters, and members of the public, providing information about Shelter’s work, handling enquiries, and supporting fundraising administration.

Key Job Details

• Job Title: Supporter Helpdesk Officer
• Company: Shelter (National Campaign for Homeless People Limited)
• Location: Sheffield, England
• Salary: Grade 1.2 – £24,938 per annum pro rata
• Contract Type: Permanent
• Hours: Part‑Time (18.75 hours per week)
  • Monday: 1.15pm – 5pm
  • Thursday & Friday: 8.45am – 5pm
  • Note: Working pattern is fixed and non‑negotiable
• Vacancy ID: 061611
• Closing Date: Sunday, 7 December 2025 at 11:30 pm
• Work Location: On‑site (Sheffield)

About the Company

Shelter is a UK charity dedicated to defending the right to a safe home. The organisation campaigns against housing injustice and provides support to those affected by the housing emergency. Shelter is committed to inclusivity, equity, and transparency, and is actively working to become an anti‑racist organisation.

Role Overview

The Supporter Helpdesk Officer will provide information about Shelter’s work, respond to supporter requests, and handle complaints related to services and fundraising. The role also involves maintaining accurate records, liaising with other departments, and ensuring a positive supporter experience.

Key Responsibilities

• Act as first point of contact for supporters and the public
• Provide information about Shelter’s work and housing/homelessness issues
• Handle supporter requests and fundraising administration
• Maintain accurate supporter records and databases
• Liaise with other departments as needed
• Handle complaints about services and fundraising activity
• Ensure enquiries are managed professionally and in line with Shelter’s brand

Required Skills and Experience

Essential

• Experience in customer service, including complaint handling
• Strong communication and administration skills
• Proficiency in Microsoft Office (Word, Excel, email, internet)
• Attention to detail and accuracy
• Ability to review, update, and relay information from databases
• Resilience in dealing with difficult enquiries

Desirable

• Interest in housing issues and Shelter’s mission

What We Offer

• £24,938 annual salary pro rata
• 30 days annual leave (excluding bank holidays)
• Enhanced family‑friendly policies
• Pension scheme
• Interest‑free travel loans
• Tenancy deposit loan
• Payroll giving scheme
• Cycle‑to‑work scheme
• Employee assistance programme

About the Team

The Supporter Helpdesk team consists of five members: a Team Leader and four part‑time Officers. Based in Sheffield alongside Shelter’s national housing advice helpline, the team responds to a wide variety of enquiries about Shelter’s work, including signposting to services when needed.

Equal Opportunities

Shelter is committed to diversity, equity, and inclusion. Applications are encouraged from all backgrounds. Safeguarding is a priority, and all staff are expected to uphold professional standards in line with Shelter’s safeguarding policies.

How to Apply

Click here to Apply via Shelter’s careers portal. Submit a CV and aSupporting Statement addressing the three points in the “About You” section of the job description (max 350 words each, using STAR format). Applications without a supporting statement will not be accepted.

Behaviours to demonstrate in your application:

• Prioritising diversity and inclusivity
• Enabling decision‑making
• Working together to achieve shared purpose

Contact:

• Email: recruitment@shelter.org.uk

Application Deadline

Sunday, 7 December 2025 at 11:30 pm
Early applications are encouraged due to high interest in this position.