Reports to: Operations Director
Location: Brixton, London
Working hours: Full-time (35 hours a week)
Salary: Negotiable, dependent on experience
Application deadline: Sunday 6th June 11:59pm


Helping Households Under Great Stress (HHUGS) is the only UK registered charity of its kind providing assistance to Muslim households impacted by counter-terrorism, national security and extremism-related laws, policies and procedures, in the UK and abroad, We strive to bring relief and support to households devastated by anti-terror raids by offering friendship in addition to emotional, financial, and practical support, advice and information through a country-wide network of dedicated volunteers. Since its inception in 2004, HHUGS has been a beacon of light to families struggling to survive in the shadows of society. HHUGS aims to provide the crucial emotional and moral support and practical skills necessary to empower invisible victims to re-emerge from the darkness as confident individuals and full members of society.

Job Purpose

The Beneficiary Support Manager is responsible for the development and delivery of all services to HHUGS’ beneficiaries, in a timely and efficient manner, within budget. S/he will be responsible for the Beneficiary Support Programme, its volunteer strategy, and for the recruitment, induction and management of staff or interns working in this department. S/he will be responsible for all beneficiary support processes and be the point of escalation for Casework Coordinator(s). The Beneficiary Support Manager will develop and manage new programmes and services, manage beneficiary projects and campaigns, and monitor and evaluate outcomes for continuous improvement.


With the guidance and supervision of the Operations Director, the incumbent will perform the following main functions:

  • Ensure the timely delivery and continuous development of financial and non-financial beneficiary support services.
  • Manage the staff and resources in the Beneficiary Support department to ensure delivery of measurable outcomes and impacts for the charity.
  • Responsible for the development and implementation of the projects and activities of the charity which contribute to the effective delivery of the services.

Human Resource Management

  • Responsible for the recruitment, induction and management of staff, interns and volunteers in the Beneficiary Support department.
  • Provide necessary levels of leadership, direction, support and advice to staff and volunteers to ensure effective teamwork within Beneficiary Support department.
  • Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising tasks/job results; coaching, counseling.
  • Manage reviews, probation and appraisals of all beneficiary staff
  • Manage the continuous professional development of staff and volunteers through the provision of training initiatives and assist in the production of training materials.
  • Ensure compliance of the team to HR policies and procedures, to ensure effective, fair and consistent management of the Beneficiary Support team, and acting as their first point of contact for HR related queries, providing support when required.
  • Maintain confidential staff records, including leave, TOIL, sickness, appraisals and disciplinary procedures.
  • Responsible and accountable for the collection and analysis of performance data.
  • Oversee the Casework Coordinators to develop a volunteer support network to service the needs of the beneficiaries: generate appropriate role descriptions; processing applications; responsible for the recruitment, induction and supervision of the volunteer network, acting as their point of escalation; organise regular volunteer meetings and training; and implement methods for greater engagement and involvement of volunteers.

Project and Service Management

  • Manage all services, programmes, projects, administrative activities and functions; initiating, coordinating, and implementing systems, policies and procedures, ensuring maximum efficiency.
  • Develop, in conjunction with the Operations Director, and implement the charity’s strategic plan and annual work plan in relation to the Beneficiary Support department.
  • Assess applications for support from beneficiaries, making proposals and recommendations for the outcome of their applications; ensuring the proposed outcomes are submitted to the board for review and that beneficiaries are notified of the decision in a timely manner by the Beneficiary team
  • Responsible for developing new services, i.e. empowerment programme, financial capability, male beneficiary support proramme, resettlement programme for former detainees.
  • Responsible for the implementation and expansion of the youth mentoring programme.
  • Review and improve existing procedures and systems for the effective management of the charity.
  • Responsible for the proper auditing and reporting of campaigns and projects and for ensuring accurate and up to date records are maintained of work undertaken
  • Monitor, evaluate and report on programmes and services to identify any gaps in the current provision and any improvements required, developing systems to capture and analyse performance and beneficiary data to track progress of projects.
  • Responsible for producing periodic reports on services for the Operations Director, Management Board, and external funders.
  • Engaging and managing relations with external contractors to ensure effective delivery of their services.
  • Managing complaints from beneficiaries.
  • Ensure all legal, confidentiality and data protection obligations are complied with by both systems, staff and volunteers


  • Assist the Operations Director in actively promoting the services of the charity through appropriate channels and at appropriate platforms; upholding and promoting the charity’s values and ethos.
  • Developing relationships with solicitors, chaplains, psychotherapists, organisations, partners, businesses and charities to enhance our beneficiary services.
  • Build and cultivate relations, in conjunction with the Operations Director, with stakeholders and partners, on a regional and national level, to further the goals of the charity
  • Identify and participate in forums which are relevant to the work and goals of the charity when required.

Key Contacts

The Beneficiary Support Manager will report to the Operations Director and work closely with the Casework Coordinator(s), any admin staff or interns within the department, and volunteers. S/he will have regular contact with beneficiaries, volunteers, the Finance Manager and board.


  ESSENTIAL A-Application/ I-Interview/ T-Test DESIRABLE
Qualifications Degree in an appropriate field
  • In a related post – Staff, Volunteer and Services Management
  • Management and delivery of projects and services inclusive of evaluation and monitoring
  • Line management experience inclusive of appraisals, performance reviews and one to one support
  • Experience of working in the charity, community, voluntary sector
  • Experience of working with disadvantaged or vulnerable individuals
  • A/T
  • A/I
  • A/I
  • A/I
  • A/I
Case work experience

Skills & Knowledge
  • Plan, manage and prioritise a diverse workload to meet deadlines
  • Ability to work independently with efficiency, initiative and minimal supervision
  • Excellent observational, communication and listening skills
  • Excellent inter-personal, negotiation and motivational skills
  • Good administrative skills, with attention to detail
  • Good analytical and problem solving skills
  • Ability to relate sensitively to the needs of former prisoners and prisoners’ families
  • Ability to explore emotional issues with beneficiaries/Clients and establish a rapport
  • Confidence to explore difficult and painful aspects of life
  • Maintain appropriate boundaries in provision of support, advice, and guidance to beneficiaries
  • Links to access support from external agencies
  • Computer literate and numerical skills
  • Ability to prioritise and work under pressure
  • Adaptable to changing deadlines and priorities.
  • Good presentational skills
  • A/T/I
  • A/I
  • A
  • A/T
  • A
  • A/I/T
  • A/I
  • A/I
  • A
  • A/I
  • A/I
  • A
  • A
  • A/I
  • T
  • Knowledge of the criminal justice system and counter-terrorism legislation and related policy
  • Knowledge of the British welfare system
  • Knowledge of the UK Muslim community
  • Mentoring, counselling and/or coaching skills
  • Knowledge of the voluntary sector
  • HR and Employment law and practices
Personal Qualities/Other
  • Patient, resilient, empathetic and able to remain calm in a crisis
  • Tolerant, non-judgemental and open-minded
  • Adaptable and effective team player
  • Honest, reliable and trustworthy
  • Genuine interest in the emotional and social problems faced by people, with a desire to improve the quality of life for beneficiaries
  • Belief in all people’s inherent ability to make positive changes and develop
  • Respects and maintains confidentiality and data protection
  • Highly motivated and diligent
  • Energetic and positive approach
  • Committed and empathetic to HHUGS’s core values and prioritising the needs of its beneficiaries
  • Commitment to continuous professional development and willing to undertake further skills training as appropriate
  • Works well with people from a variety of backgrounds, ages, languages and cultures.
  • Willing and able to travel and work outside normal office hours when required
  • A
  • A
  • A
  • A
  • A
  • A
  • A/T
  • A
  • A/T
  • A
  • A/T
  • A/I
  • Fluency in Arabic, Urdu or Bangla
  • Full UK Driving licence and access to own vehicle
  • Broad knowledge, empathy and  understanding of Islamic principles


The post holder must be available for the core hours of 9am-5pm weekdays from our Brixton office. The post holder must be legally entitled to work in the UK, with no contra-indications in personal background or criminal record indicating the unsuitability to work with children, youth, ex-offenders, vulnerable clients and finance. A DBS check may be required as appropriate. The post holder will undertake any other duties of a similar nature, which are commensurate with the grade and seniority of the post.


Please send a completed application form (inclusive of two references) and a copy of your CV to [email protected]  Please indicate “Beneficiary Support Manager Application” and your name in the subject heading.

Deadline: Sunday 16th May 2021 11.59pm

Interviews will be held as applications are received.

Due to the volume of applications received, we regret that we will not be able to contact applicants unless you are short listed for an interview. Therefore, if you have not heard from us within 48 hours of the application deadline, you should assume that you have not been successful on this occasion. Due to time and capacity constraints, we are unable to provide feedback on unsuccessful applications. We apologise for any inconvenience this may cause.