Helpline Support Specialist

2 weeks ago

Cardiff, Cardiff, United Kingdom Victim Support Full time

About the Role:

We are seeking a skilled and compassionate Helpline Advisor to join our National Contact Centre team in Cardiff. As a key member of our team, you will provide vital support and guidance to victims of crime and those affected by it.

Key Responsibilities:

  • Respond to victims of crime by providing support, information, and referrals to Victim Support services and other agencies.
  • Provide immediate support, advice, and trauma first aid referrals to victims of major incidents and terrorism.
  • Work seamlessly across multiple services with different processes, procedures, and recording mechanisms.
  • Manage and respond appropriately to competing priorities, services, and needs.
  • Take disclosures and respond appropriately by escalating safeguarding concerns or responding to life-threatening situations.

Requirements:

  • Experience of working in challenging and changing environments with a focus on excellence in service delivery.
  • Ability to deal sensitively with challenging and emotionally charged situations, demonstrate empathy, and control own emotions.
  • Effective communication skills, both verbal and written, including telephone skills.
  • Knowledge and understanding of relevant agencies and resources, confidentiality, safe working practices, diversity issues, and the impact of crime.

What We Offer:

  • A competitive rewards and benefits package, including 28 days annual leave, pension, and employee assistance programme.
  • Ongoing training and support with opportunities for career development and progression.
  • A dynamic and supportive work environment with a focus on making a difference in the lives of victims of crime.

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