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Inbound Call Handler

4 months ago

Cardiff, United Kingdom Victim Support Full time

We have an exciting opportunity for an Inbound Call Handler (known locally as an Initial Response Officer) to join the National Contact Centre team in Cardiff, working 37.5 hours a week.

Do you want to make a difference every day? Do you want to contribute to change & improvement for those who need it?

Do you have resilience & adaptability? Can you work effectively with a focus on customer service and care?

If yes, then we’d love to hear from you

**County/Borough**
- Cardiff

**Office location**
- Building 3, Eastern Business Park, Wern Fawr Lane, Old St Mellons, Cardiff, CF3 5EA

**Full time/Part time**
- Full time

**Hours per week**
- 37.5

**Work schedule**
- 37.5 hours per week Rota is based Monday - Friday 8am-8pm and one in three Saturdays (9am-5pm)

**Basic Salary**
- £21,648.64 per annum plus and £1,400 p.a. recruitment and retention allowance. Total
- £23,048.64 per annum

**Contract type**
- Permanent

**DBS required?**
- Yes

**Police vetting required?**
- No

**Closing Date**
- 15/01/2023

**Ref No**
- 4644

**What we offer**:
At Victim Support we believe in attracting & retaining the best people and offer a competitive rewards & benefits package including:

- 25 days annual leave plus Bank Holidays, rising to 30 days plus Bank Holidays
- Pension with 5% employer contribution
- Enhanced sick pay allowances & maternity payments
- High Street, retail, holiday, entertainment & leisure discounts
- Access to our financial wellbeing hub & salary deducted finance
- Employee assistance programme & wellbeing support
- Ongoing training & support with opportunities for career development & progression

**About the role**:
This role is based at our National Contact Centre in Cardiff.

As an Inbound Call Handler you will be:
- Able to respond to victims of and those affected by crime by providing emotional support, information and referral on to Victim Support services and other agencies
- Providing immediate emotional support, practical advice and trauma first aid referrals to victims of and those affected by major incidents and terrorism.
- Able to triage high risk needs assessments and responds appropriately in procedures.
- Managing and responding appropriately to competing priorities, services and needs.
- Responsible for taking disclosures and responding appropriately by either escalating the safeguarding concern to the ‘Designated Safeguarding Officer’ or to respond immediately to life threatening situations.

**You will need**:

- Experience of working in challenging and changing environments with the emphasis on excellence in service delivery.
- Experience of organising and prioritising a complex workload.
- The ability to deal sensitively with challenging and emotionally charged situations, demonstrate empathy and control own emotions.
- The ability to communicate effectively, verbally and in written form, including telephone skills
- Knowledge and understanding of
- Relevant agencies and resources
- Importance of confidentiality and safe working practice
- Diversity issues and principles
- The impact of crime

Please see attached Job Description and Person Specification for further details.

**About Us**:
Victim Support (VS) is an independent charity providing a range of specialist services to people who have been affected by crime across England and Wales. We work towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System. Everyone at VS is driven by our Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. Working for VS gives you the opportunity to play a key role in a national charity providing high quality services to victims and witnesses and being a vital force for change.

Victim Support are committed to recruiting with care and to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required.

Victim Support is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe having a diverse workforce at all levels allows us to represent the communities we serve and connect better with people affected by crime. We believe this can be achieved through attracting, developing and retaining a diverse range of staff from many different backgrounds. We therefore welcome applicants from all communities and monitor the diversity of applicants to analyse if we are representative of the communities we serve in terms of sex, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, age and socio-economic status. As part of our commitment to the Race at Work Charter we would particularly welcome applicants from BAME communities.