Support Line Specialist

3 weeks ago

Cardiff, Cardiff, United Kingdom Victim Support Full time

We are pleased to announce an opportunity for a Support Line Specialist to become part of our expanding National Contact Centre team. This role involves working 37.5 hours a week on a flexible 24/7 schedule.

Are you passionate about making a positive impact every day? Do you aspire to drive change and enhance the lives of those in need?

Key Responsibilities:

As a Support Line Specialist, your role will encompass:

  • Providing compassionate support and guidance to individuals affected by crime, ensuring they receive the necessary information and referrals to appropriate services.
  • Delivering immediate assistance and trauma support to victims of significant incidents and acts of terrorism.
  • Efficiently navigating various services, adhering to distinct processes and documentation requirements.
  • Effectively managing multiple priorities and responding to diverse needs with professionalism.
  • Handling sensitive disclosures and taking appropriate action, including escalating safeguarding concerns to the designated officer or addressing urgent situations directly.

Essential Qualifications:

  • Proven experience in dynamic and challenging environments, with a strong focus on delivering exceptional service.
  • Ability to organize and prioritize a complex workload effectively.
  • Skill in managing emotionally charged situations with empathy and composure.
  • Excellent verbal and written communication skills, including proficiency in telephone interactions.
  • Knowledge of relevant agencies, confidentiality practices, diversity principles, and the impact of crime.

What We Offer:

At Victim Support, we are committed to attracting and retaining top talent. Our competitive rewards and benefits package includes:

  • 28 days of annual leave, plus additional leave for public holidays, increasing to 33 days.
  • A pension plan with a 5% employer contribution.
  • An extra day off to celebrate your birthday.
  • Enhanced sick leave and maternity pay.
  • Discounts on high street shopping, leisure activities, and more.
  • Access to financial wellness resources and salary-deducted finance options.
  • Employee assistance programs and comprehensive wellbeing support.
  • Continuous training and development opportunities for career advancement.

About Us:

Victim Support is an independent charity dedicated to providing specialized services to individuals impacted by crime across England and Wales. Our mission is to create a world with fewer victims, ensuring stronger rights, improved support, and a genuine influence in the Criminal Justice System. Our team is driven by our Vision, Ambitions, and Values, striving to make a meaningful difference for those affected by crime and trauma.

We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. Background checks may be required for all staff and volunteers.

Victim Support values diversity and is passionate about fostering an inclusive environment where all team members feel respected and heard. We particularly encourage applications from Black, Asian, and minority ethnic communities, as well as individuals with disabilities.

Application Process:

To apply for this position, please visit our website and complete the application form, demonstrating how you meet the essential criteria outlined.

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