Contact Centre Team Leader

Job DescriptionWe have an exciting opportunity for a Team Leader to join the National Contact Centre team in Cardiff, working 37.5 hours a week. 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…What we offer:At Victim Support we believe in attracting & retaining the best people and offer a competitive rewards & benefits package including:28 days annual leave plus Bank Holidays, rising to 33 days plus Bank HolidaysAn extra day off for your birthday & options to buy or sell annual leavePension with 5% employer contributionEnhanced sick pay allowances, maternity & paternity paymentsHigh Street, retail, holiday, gym, entertainment & leisure discountsAccess to our financial wellbeing hub & salary deducted financeEmployee assistance programme & wellbeing supportAccess to EDI networks and colleague cafesCycle to work scheme & season ticket loansOngoing training & support with opportunities for career development & progressionAbout the role:This role is based at the National Contact Centre, Cardiff.As a Team Leader you will:Provide leadership, advice and guidance to the 24/7 team and monitor the progress and quality of work across the contact centre.Monitor queues, workload of staff and demand of all service against resources and move staff between these services to ensure the needs of the business are met. Analysing resources and trends changing staffing levels to meet the demands. Develop your team and address their individual development/performance needs, set individual and team objectives and undertake annual appraisals.Be the point of escalation for complex and sensitive cases, queries and complaints, as well providing support to the team by resolving problems, providing advice and undertaking initial contact, risk and needs assessment with victims and clients.Provide safeguarding advice and guidance to all staff at the NCC and across VS via the National On Call Service and participate in the on-call duty rota.Provide a high level of emotional support to callers in crisis with complex and enduring mental health issues and suicidal ideation.Promote effective communication channels including coordinating and facilitating regular team meetings, sharing feedback and learning to share with other colleagues. Participation in the on-call rota is a requirement of the role, and will be discussed at interview.You will need: -Experience of managing and supporting a team and individuals, including performance management, one to one's and staff development. Experience of supporting victims and vulnerable people.Experience of providing Safeguarding Advice to a teamUnderstanding of the Criminal justice system and the impact of crime on victims and witnesses. Experience of working in a challenging and changing environment with an emphasis on customer focus and excellence in service delivery.The ability to maintain confidentiality and comply with all data protection requirements.The ability to work without direct supervision, prioritise work and deal with competing or conflicting demands/needs and interests in an organised and methodical manner.Have excellent communication, negotiation and advisory skills, both written and verbal when interacting professionally with a range of agencies and individuals. About Us:Victim Support is an independent charity dedicated to supporting people affected by crime and traumatic incidents in England and Wales. We put them at the heart of our organisation and our support and campaigns are informed and shaped by them and their experiences.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 may be required.At Victim Support, we're proud to celebrate diversity and create a workplace where everyone feels they belong. We're committed to being an antiracist organisation, and we actively welcome applications from people of all backgrounds, including those from Black and Asian and other minoritised communities.As a Disability Confident Employer, we will offer an interview to disabled candidates who meet all essential criteria for a job where it is practicable to do so. We are also happy to make reasonable adjustments during the recruitment and selection process.How to apply:To apply for this role please follow the link below to the Jobs page on our website and complete the application form demonstrating how you meet the essential shortlisting criteria.We reserve the right to close this vacancy early, if we receive enough suitable applications to take forward to interview prior to the published closing date. If you have already registered & started an application, then we will contact you to advise of the amended closing date wherever possible.