24/7 Contact Centre Team Leader – Lead with Care & Impact

Victim Support; Cardiff; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading support charity in Cardiff is seeking a Team Leader for the National Contact Centre. This role involves providing leadership and guidance to a 24/7 team, prioritizing customer service and care. Candidates should have management experience, understand the impact of crime on victims, and possess excellent communication skills. The role offers a competitive benefits package, including generous leave and professional development opportunities.

Benefits

28 days annual leave plus Bank Holidays

Pension with 5% employer contribution

Ongoing training and career development

Qualifications

• Experience of managing and supporting a team, including performance management.
• Experience of supporting victims and vulnerable people.
• Understanding of the Criminal Justice system and the impact of crime.

Responsibilities

• Provide leadership and monitor the quality of work across the contact centre.
• Develop the team and conduct annual appraisals.
• Resolve complex cases and provide support to the team.

Skills

Team management experience

Support for victims and vulnerable people

Safeguarding Advice

Customer focus and service delivery

Excellent communication skills

Job description

A leading support charity in Cardiff is seeking a Team Leader for the National Contact Centre. This role involves providing leadership and guidance to a 24/7 team, prioritizing customer service and care. Candidates should have management experience, understand the impact of crime on victims, and possess excellent communication skills. The role offers a competitive benefits package, including generous leave and professional development opportunities.