Live Chat Support Worker

We have an exciting opportunity for a Live Chat Support Worker to join the growing 24/7 National Contact Centre team. This position will be home-based, working between 12-30 hours a week. The hours are fixed covering a rolling 24/7 rota.

Do you want to make a difference every day? Do you want to contribute to change & improvement for those who need it?

Do you have resilience & adaptability? Can you work effectively with a focus on customer service and care? If yes, then we’d love to hear from you

**County/Borough**
- Cardiff

**Office location**
- Building 3, Eastern Business Park, Wern Fawr Lane, Old St Mellons, Cardiff, CF3 5EA

**Full time/Part time**
- Part time

**Hours per week**
- Between 12-30 hours

**Work schedule**

**Basic Salary**
- FTE £23,970 per annum.

**Allowances**
- Unsociable Hours, Home Working

**Contract type**
- Permanent

**DBS required?**
- Yes

**Police vetting required?**
- No

**Closing Date**
- 17/01/2025

**Ref No**
- 5912

**What we offer**:
At Victim Support we believe in attracting & retaining the best people and offer a competitive rewards & benefits package including:

- FTE 28 days annual leave plus Bank Holidays, rising to 33 days plus Bank Holidays
- Pension with 5% employer contribution
- An extra day off for your birthday
- Enhanced sick pay allowances & maternity payments
- High Street, retail, holiday, entertainment & leisure discounts
- Access to our financial wellbeing hub & salary deducted finance
- Employee assistance programme & wellbeing support
- Ongoing training & support with opportunities for career development & progression

**About the role**:
This role is home based, working 6 hours a day between 12-30 hours per week. Days and hours to be discussed, if successful.

There will be an initial induction period that will run for 3 consecutive days 9am-5pm in person at the National Contact Centre. After successfully completing your induction, you will move to your fixed rota, an example of an 18 hour rota is below:
Week 1 of rolling rota: Monday 14:00 to 20:00, Tuesday 16:00 to 22:00 & Thursday 08:00 to 14:00

Week 2 of rolling rota: Monday 08:00 to 14:00, Wednesday 08:00 to 14:00 & Sunday 17:00 to 23:00

Week 3 of rolling rota: Friday 16:00 to 22:00, Saturday 16:00 to 22:00 & Sunday 10:00 to 16:00

As a Live Chat Support Worker you will be:
- Able to respond to victims of and those affected by crime by providing emotional support, information and referral on to Victim Support services and other agencies
- Providing immediate emotional support, practical advice and trauma first aid referrals to victims of and those affected by major incidents and terrorism.
- Responsible for recording live chat conversations with victims of crime accurately and professionally, including recording all safeguarding actions taken.
- Responsible for taking disclosures and responding appropriately by either escalating the safeguarding concern to the ‘Designated Safeguarding Officer’ or to respond immediately to life threatening situations.

**You will need**:

- Experience of working in challenging and changing environments with the emphasis on excellence in service delivery.
- Experience of organising and prioritising a complex workload.
- The ability to deal sensitively with challenging and emotionally charged situations, demonstrate empathy and control own emotions.
- The ability to communicate effectively, verbally and in written form and have competency in digital programmes (such as Microsoft)
- Knowledge and understanding of:

- Relevant agencies and resources
- Importance of confidentiality and safe working practice
- Diversity issues and principles
- The impact of crime

You must be able to attend an initial 3 day induction and quarterly refresher training in Cardiff, accommodation will be provided.

Please see attached Job Description and Person Specification for further details.

**About Us**:
Victim Support (VS) is an independent charity providing a range of specialist services to people who have been affected by crime across England and Wales. We work towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System. Everyone at VS is driven by our Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. Working for VS gives you the opportunity to play a key role in a national charity providing high quality services to victims and witnesses and being a vital force for change.

Victim Support are committed to recruiting with care and to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks will be required.

Victim Support strives to represent the diverse communities we serve and are passionate about creating an environment where all staff and volunteers feel respected and he