Support Line Specialist

3 weeks ago

Cardiff, Cardiff, United Kingdom Victim Support Full time

Support Line Specialist

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 full-time hours across a flexible 24/7 schedule.

Are you passionate about making a positive impact in people's lives? Do you wish to play a role in facilitating change and providing assistance to those in need?

Do you possess the resilience and adaptability required for this position? Are you capable of delivering exceptional customer service with a caring approach? If so, we would be delighted to hear from you...

What we provide:

At Victim Support, we are committed to attracting and retaining top talent, offering a competitive rewards and benefits package, which includes:

  • 28 days of annual leave, in addition to a Bank Holiday allowance, increasing to 33 days with the same allowance
  • Pension plan with a 5% employer contribution
  • An additional day off to celebrate your birthday
  • Enhanced sick leave and maternity pay
  • Discounts on high street retail, holidays, entertainment, and leisure activities
  • Access to our financial wellbeing resources and salary-deducted finance options
  • Employee assistance programs and wellbeing support
  • Continuous training and support, with opportunities for career advancement and development

About the position:

This position is situated within our National Contact Centre.

As a Support Line Specialist, your responsibilities will include:

  • Providing emotional support, information, and referrals to victims of crime and those affected by it, connecting them with Victim Support services and other relevant organizations.
  • Offering immediate assistance, guidance, and trauma first aid referrals to individuals impacted by major incidents and acts of terrorism.
  • Collaborating seamlessly across various services, each with distinct processes, procedures, and documentation requirements.
  • Effectively managing and responding to competing priorities, services, and needs.
  • Taking disclosures responsibly and responding appropriately, either by escalating safeguarding concerns to the designated officer or addressing life-threatening situations immediately.

You will require:

  • Experience in dynamic and challenging environments, with a strong emphasis on delivering excellent service.
  • Skills in organizing and prioritizing a complex workload.
  • The ability to handle sensitive and emotionally charged situations with empathy while maintaining control over your own emotions.
  • Proficient communication skills, both verbal and written, including telephone communication.
  • Knowledge and understanding of:
    • Relevant agencies and resources
    • The significance of confidentiality and safe working practices
    • Diversity issues and principles
    • The impact of crime

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