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Support Line Specialist
2 months ago
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 37.5 hours per week on a rotating schedule that covers 24/7 operations.
Are you eager to make a positive impact every day? Do you wish to play a role in facilitating change and improvement for individuals in need?
Do you possess resilience and adaptability? Can you maintain a strong focus on customer service and care? 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 that includes:
- 28 days of annual leave, in addition to a Bank Holiday leave allowance, increasing to 33 days plus Bank Holiday leave 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 hub and salary-deducted finance options
- Employee assistance program and wellbeing support
- Continuous training and support with opportunities for career advancement and progression
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, ensuring they are connected to Victim Support services and other relevant agencies.
- Offering immediate assistance, guidance, and trauma first aid referrals to victims of major incidents and 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 addressing them appropriately, either by escalating safeguarding concerns or responding to life-threatening situations.
Required qualifications:
- Proven experience in challenging and dynamic environments, emphasizing excellence in service delivery.
- Strong organizational skills with the ability to prioritize a complex workload.
- Capability to handle sensitive and emotionally charged situations with empathy while managing personal emotions.
- Effective communication skills, both verbal and written, including proficiency in telephone interactions.
- Knowledge and understanding of:
- Relevant agencies and resources
- The significance of confidentiality and safe working practices
- Diversity issues and principles
- The impact of crime
