Inbound Agent

2 months ago

Cardiff, United Kingdom Victim Support Full time

We have an exciting opportunity for a Helpline Advisor (known locally as an inbound agent) to join the growing 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**
- The National Contact Centre operates a 24/7 rota. This post will cover 5 x 7.5 hour shifts per week

**Basic Salary**
- £22,298.10 plus £2,000 p.a. unsociable hours allowance and a £1,400 p.a. recruitment and retention allowance until April 2024. Total £25,698.10 per annum

**Allowances**
- Unsociable Hours

**Contract type**
- Permanent

**DBS required?**
- Yes

**Police vetting required?**
- No

**Closing Date**
- 15/08/2023

**Ref No**
- 5056

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

- 28 days annual leave plus Bank Holidays, rising to 33 days plus Bank Holidays
- Pension with 5% employer contribution
- An extra day off for your birthday
- 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 a Helpline Advisor 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.
- Seamlessly working across multiple services with different processes, procedures and recording mechanisms.
- 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 strives to represent the diverse communities we serve and are passionate about creating an environment where all staff and volunteers feel respected and heard. Being a diverse organisation with an inclusive culture is integral to us being able to meet our aim of ensuring that anyone who is a victim of crime gets the support they need.

If you have a disability, a learning difficulty such as dyslexia or a medical condition which you believe may affect your performance during any aspect of our selection process, we’ll be happy to make reasonable adjustments to enable you to perform at your best.

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