Helpline Advisor

Victim Support; Cardiff; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Hybrid working

Pension plan

Employee discounts

Wellbeing support

Career development

Job summary

Victim Support in Cardiff is seeking Helpline Advisors to join the National Contact Centre team. You will work 37.5 hours per week on a 24/7 rota, with an induction period of four weeks from 9am to 5pm Monday to Friday.

After induction, you move to fixed rota hours and contribute to a vital service for victims of crime across England and Wales. The role requires empathy, calm communication and the ability to prioritise a complex workload while handling disclosures carefully and confidentially.

Qualifications

• Ability to respond with empathy to victims of crime and those affected by crime.
• Experience handling emotionally charged situations with professionalism.
• Ability to work across multiple services with different processes and recording systems.

Responsibilities

• Provide emotional support, information and referrals to Victim Support services and other agencies.
• Give immediate support, advice and trauma first aid referrals to victims and those affected by major incidents.
• Respond to disclosures appropriately, escalating safeguarding when needed.
• Work with a 24/7 rota ensuring priorities are managed effectively.
• Maintain confidentiality and safe working practice.

Skills

Emotional support

Communication skills

Empathy

Prioritisation

Record keeping

Job description

We have an exciting opportunity for Helpline Advisors to join the growing National Contact Centre team in Cardiff, working 37.5 hours a week over a 24/7 rota. These positions are offered on a fixed term basis until 1 October 2027., 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:

• 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
• Providing immediate support, advice and trauma first aid referrals to victims of and those affected by major incidents and terrorism.
• 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., Please note we're not responsible for the content of job ads, as they're posted by the recruiter. We'll aim to resolve the reported issue and we'll use your feedback to improve the quality of our ads.
  Do you want to make a difference every day? Do you want to contribute to change & improvement for those who need it?
• 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
  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.
• Flexible Working Options: Including hybrid working.
• 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.