Caseworker

Victim Support; Cardiff; Hybrid; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Annual Leave

Birthday Leave

Pension Plan

Enhanced Sick Pay

Exclusive Discounts

Financial Wellbeing

Wellbeing Support

EDI networks

Cycle to work

Career Development

Job summary

Victim Support in Cardiff is seeking a Helpline Adviser to support crime victims with emotional support, information and referrals from our National Contact Centre. The role involves cross-service collaboration, handling sensitive disclosures and escalating safeguarding concerns where needed.

Induction runs 4 weeks, 9am-5pm, then fixed rota hours, with 37.5 hour weeks in a office-based environment. Applicants should thrive in a compassionate, high-stakes setting and demonstrate strong

Qualifications

• Experience in challenging environments with focus on service delivery excellence.
• Ability to organise and prioritise a complex workload.
• Ability to communicate effectively, both verbally and in writing.
• Ability to handle sensitive and emotionally charged situations with empathy and control.

Responsibilities

• Provide emotional support, information and referrals to victims and affected people.
• Coordinate across multiple services with different processes and recording systems.
• Manage competing priorities and needs, ensuring timely responses.
• Escalate safeguarding concerns appropriately when required.

Skills

Empathy

Communication

Prioritisation

Confidentiality

Resilience

Diversity awareness

Job description

We have an exciting opportunity for a caseworker to join the growing National Contact Centre team in Cardiff, working 37.5 hours a week between the hours of 8am-8pm (hours to be discussed at interview). This position is office based and offered on a fixed term basis, the start date is DBS & reference dependent.

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:

• Generous Annual Leave: 28 days plus Bank Holidays, increasing to 33 days plus Bank Holidays, with options to buy or sell annual leave.
• Birthday Leave: An extra day off for your birthday.
• Pension Plan: 5% employer contribution.
• Enhanced Allowances: Enhanced sick pay, maternity, and paternity payments.
• Exclusive Discounts: High Street, retail, holiday, gym, entertainment, and leisure discounts.
• Financial Wellbeing: Access to our financial wellbeing hub and salary-deducted finance.
• Wellbeing Support: Employee assistance programme and wellbeing support.
• Inclusive Networks: Access to EDI networks and colleague cafes.
• Sustainable Travel: Cycle to work scheme and season ticket loans.
• Career Development: Ongoing training and support with opportunities for career progression.

About the role

This role is based at our National Contact Centre in Cardiff. There will be an initial induction period that will run Monday to Friday 9am-5pm for a 4 week period. After successfully completing your induction, you will move to your fixed rota hours.

As a Helpline Adviser you will be:

• Able to respond to victims of and those affected by crime by providing emotional support, information and referrals on to Victim Support services and other agencies.
• Seamlessly working across multiple services with different processes, procedures and recording mechanisms.
• Managing and responding appropriately to competing priorities, services and needs.
• 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, including telephone skills
• Knowledge and understanding of:
• Relevant agencies and resources
• Importance of confidentiality and safe working practice
• Diversity issues and principles
• The impact of crime

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

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.