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