Helpline Advisor

Victim Support; Cardiff; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

28 days annual leave plus Bank Holiday

Birthday day off

Pension contributions

Sick pay

Staff discounts

Wellbeing support

EDI networks

Cycle to work

Career development

Training & progression

Job summary

Victim Support in Cardiff is recruiting Helpline Advisors to join the National Contact Centre on a 12-month fixed term contract. The role is full time (37.5 hours per week) with shifts between 8am–8pm, office-based, with DBS and references required.

You will provide emotional support, information and referrals to victims of crime, working across services while maintaining confidentiality and handling challenging, sensitive situations with empathy.

Qualifications

• Experience in challenging and changing environments with emphasis on service delivery.
• Experience in organising and prioritising a complex workload.
• Ability to deal sensitively with challenging and emotionally charged situations, demonstrate empathy and control own emotions.
• 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.

Responsibilities

• Respond to victims of crime by providing emotional support, information and referrals to Victim Support services and other agencies.
• Seamlessly working across multiple services with different processes, procedures and recording mechanisms.
• Managing and responding to competing priorities, services and needs.
• Taking disclosures and responding appropriately by escalating safeguarding concerns or responding to life threatening situations.

Skills

Empathy

Verbal & written communication

Emotional resilience

Prioritisation

Safeguarding awareness

Confidentiality

Diversity awareness

Crime impact awareness

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 between the hours of 8am-8pm (hours to be discussed at interview). These positions are office based and offered on a 12 month 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...

Area of Business: Operations

Number of Vacancies: 4

Location or Function: National Contact Centre (Cardiff)

Full time/Part time: Full time

Hours per week: 37.5

Work schedule: This post will cover 37.5 hours per week on a shift basis working between the hours of 8am-8pm Monday to Friday.

Basic Salary: 26,748.00 per annum

Contract type: Fixed Term

DBS required?: Enhanced

End date (if fixed term): 12 months from start date

Police vetting required?: No

Closing Date: 09/09/2026

Ref No: 6901

Documents: Helpline Advisor JD.pdf (PDF, 290.85kb)

What we offer:

• 28 days annual leave plus Bank Holidays, rising to 33 days plus Bank Holidays (pro rata)
• 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. 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.