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Support Line Specialist
2 months ago
We are pleased to announce an opportunity for a Support Line Specialist to become a 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? Do you aspire to drive change and improvement for individuals in need?
Do you possess resilience and adaptability? Are you capable of delivering exceptional customer service and care? If so, we invite you to explore this opportunity.
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 plus Bank Holiday leave, increasing to 33 days plus Bank Holiday leave
- Pension plan with a 5% employer contribution
- An additional day off to celebrate your birthday
- Enhanced sick pay and maternity leave provisions
- Discounts on high street, retail, holiday, 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
About the position:
This role 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 agencies.
- Delivering immediate assistance, advice, and trauma first aid referrals to victims of major incidents and terrorism.
- Efficiently navigating multiple services with varying processes, procedures, and documentation requirements.
- Effectively managing and responding to competing priorities and needs.
- Handling disclosures and responding appropriately, including escalating safeguarding concerns to the 'Designated Safeguarding Officer' or addressing life-threatening situations immediately.
Required qualifications:
- Experience in dynamic and challenging environments with a focus on excellence in service delivery.
- Ability to organize and prioritize a complex workload effectively.
- Skill in dealing sensitively with challenging and emotionally charged situations, demonstrating empathy while managing personal emotions.
- Strong communication skills, both verbal and written, including proficiency in telephone interactions.
- Knowledge of:
- Relevant agencies and resources
- The significance of confidentiality and safe working practices
- Diversity issues and principles
- The impact of crime
About Us:
Victim Support (VS) is an independent charity dedicated to providing a range of specialized services to individuals affected by crime across England and Wales. Our mission is to create a world with fewer victims who possess stronger rights, better support, and a genuine influence in the Criminal Justice System. Every member of the VS team is driven by our Vision, Ambitions, and Values, contributing to meaningful change for those who experience crime and traumatic events.
We are committed to recruiting with care, safeguarding, and promoting the welfare of children, young people, and vulnerable adults. All staff and volunteers are expected to share this commitment. Background checks and Disclosure Barring Service checks may be necessary.
Victim Support is dedicated to representing the diverse communities we serve and is passionate about fostering an environment where all staff and volunteers feel respected and valued. Our diverse organization with an inclusive culture is essential to achieving our goal of ensuring that every victim of crime receives the support they require.
As part of our commitment to the Race at Work Charter, we particularly welcome applicants from Black, Asian, and minority ethnic communities. VS is also a Disability Confident Employer, offering a Guaranteed Interview Scheme for candidates with disabilities who meet all essential criteria for the role.
If you have a disability, a learning difficulty such as dyslexia, or a medical condition that may affect your performance during any part of our selection process, we are happy to make reasonable adjustments to help you perform at your best.
Application process:
To apply for this position, please visit our website and complete the application form, demonstrating how you meet the essential criteria for shortlisting.
We look forward to your application.
Please note: We reserve the right to close this vacancy early if we receive a sufficient number of suitable applications to proceed to interviews before the published closing date.
