Crisis Support Helpline Adviser

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

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