Helpline Responder

Type: Volunteer

Hours: Four hours per week for 42 weeks of the year

Reporting line: Helpline Supervisor

Location: This is a remote working role

The Cyber Helpline

The Cyber Helpline is a fast-growth not-for-profit organisation supporting victims of cybercrime and online malicious behaviour. Our vision is ‘A world where the cyber criminals don’t win and our mission is to ‘ensure all individuals in the UK have immediate, free access to cyber expertise when they need it’.

Role Summary

The Helpline Responder will work directly with victims of cybercrime & online harm over the phone and email to help them understand, contain, recover and learn from cyber security incidents. All tools and training will be provided.

Key Responsibilities

The Helpline Responder will:

  • Work with the victim to understand the extent of their issue

  • Explaining what has happened to the victim, and what other issues may arise as part of their case

  • Help the victim collect evidence and support reporting to the police or other organisations

  • Providing on the phone advice on options to contain, recover and learn from cyber security incidents 

  • Communicating and collaborating with other agencies - such as stalking charities - to ensure good outcomes for the victim

  • Supporting research and development. Including areas such as the threat landscape, playbook development, technology assessment and internal improvement 

  • Perform necessary admin functions around case lifecycle

The Helpline Responder will not provide:

  • Any remote technical support to fix the issue – we will simply help them understand what the issue is, what options they have, recommend a course of action and then provide content to help them fix the issue 

  • Any legal advice

  • Any in-person support to fix the issue

Person Specification

Essential

  • Passionate about our mission of supporting victims of cybercrime 

  • Good technical understanding of end user devices, accounts and technologies

  • Good attention to detail and ability to see tasks through to completion

  • Consistent time to give to volunteering on a weekly basis

  • Strong listening and communications skills.

  • Strong written and verbal English

  • Based in the UK

Preferred, but not necessary

  • IT or cyber security qualifications