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 Helpline Advisor, you will play a vital role in providing support, information, and referrals to victims of crime and those affected by it.

Key Responsibilities
  • Respond to victims of crime by providing immediate support, advice, and trauma first aid referrals.
  • 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 immediately 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 verbally and in writing, including telephone skills.
  • Knowledge and understanding of relevant agencies and resources, importance of confidentiality and safe working practice, diversity issues, and the impact of crime.
What We Offer
  • A competitive rewards and benefits package, including 28 days annual leave, pension with 5% employer contribution, and enhanced sick pay allowances.
  • Ongoing training and support with opportunities for career development and progression.
  • A dynamic and supportive work environment with a focus on making a difference for those affected by crime.
About Us

Victim Support is an independent charity providing a range of specialist services to people affected by crime across England and Wales. We are committed to recruiting with care and to safeguarding and promoting the welfare of children, young people, and vulnerable adults.

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