Helpline Advisor

Sunil Goel & Associates, CAs; Cardiff; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

An established charity is seeking a Helpline Advisor to join their National Contact Centre team in Cardiff. This role offers the chance to make a real difference in the lives of those affected by crime, providing essential support and information. With a focus on customer care, you will engage with victims, offering immediate assistance and referrals to necessary services. The position comes with a competitive benefits package, including flexible working options and ongoing training opportunities. If you're passionate about helping others and thrive in dynamic environments, this is the perfect opportunity for you.

Benefits

Flexible working options

28 days annual leave plus Bank Holidays

Extra day off for your birthday

Pension with 5% employer contribution

Enhanced sick pay allowances

High Street discounts

Employee assistance programme

Cycle to work scheme

Ongoing training and support

Wellbeing support

Qualifications

• Experience in challenging environments with a focus on service delivery.
• Ability to manage complex workloads and sensitive situations.

Responsibilities

• Provide support and information to victims of crime.
• Respond to emotional situations with empathy and control.

Skills

Customer Service

Resilience

Adaptability

Empathy

Communication Skills

Job description

We have an exciting opportunity for a Helpline Advisor to join the growing National Contact Centre team in Cardiff, working 37.5 hours a week, Monday - Friday 9am-5pm.

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:

• Flexible working options including hybrid working
• 28 days annual leave plus Bank Holidays, rising to 33 days plus Bank Holidays
• An extra day off for your birthday & options to buy or sell annual leave
• Pension with 5% employer contribution
• Enhanced sick pay allowances, maternity & paternity payments
• High Street, retail, holiday, gym, entertainment & leisure discounts
• Access to our financial wellbeing hub & salary deducted finance
• Employee assistance programme & wellbeing support
• Access to EDI networks and colleague cafes
• Cycle to work scheme & season ticket loans
• Ongoing training & support with opportunities for career development & progression

About The Role

This role is based at our National Contact Centre in Cardiff.

As a Helpline Adviser You Will

• Able to respond to victims of and those affected by crime by providing support, information and referral 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.

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, confidentiality, diversity issues, and the impact of crime.

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

About Us

Victim Support (VS) is an independent charity providing a range of specialist services to people affected by crime across England and Wales. We aim for a world with fewer victims but stronger rights, better support, and a real influence in the Criminal Justice System. Working for VS offers an opportunity to make a significant difference for those experiencing crime and traumatic events.

Victim Support is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults. Background checks and Disclosed Barring Service checks may be required.

We strive to represent diverse communities and foster an inclusive environment. We particularly welcome applicants from Black, Asian, and minority ethnic communities and are a Disability Confident Employer, offering a Guaranteed Interview Scheme for disabled candidates who meet essential criteria.

If you have a disability, learning difficulty, or medical condition that may affect your performance during the selection process, we will make reasonable adjustments to support you.

How To Apply

To apply, please visit our website's Jobs page and complete the application form demonstrating how you meet the essential criteria.

We reserve the right to close this vacancy early if enough suitable applications are received. If you have already started an application, we will contact you regarding any changes to the closing date.