Helpline Advisor

ENGINEERINGUK; Tewkesbury; Hybrid; GBP 24,000; Full time

Job summary

An established charity organization is seeking a dedicated Helpline Advisor to join their National Contact Centre team. This role involves providing vital support to victims of crime, ensuring they receive the necessary information and referrals to appropriate services. The ideal candidate will possess strong communication skills, empathy, and the ability to navigate challenging situations with resilience. As part of a passionate team, you will contribute to meaningful change and help those in need, making a real difference in the community. If you are committed to service excellence and want to play a crucial role in supporting vulnerable individuals, this opportunity is for you.

Benefits

Flexible working options

28 days annual leave

Extra day off for birthday

Pension with employer contribution

Enhanced sick pay

Employee assistance programme

Cycle to work scheme

Ongoing training and support

Qualifications

• Experience in challenging environments with a focus on service delivery.
• Ability to handle sensitive and emotionally charged situations.

Responsibilities

• Provide support and information to victims of crime.
• Manage competing priorities and respond to emergencies.

Skills

Customer Service

Communication Skills

Empathy

Resilience

Organizational Skills

Job description

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Sector Charity and Not for Profit
Role: Specialist
Contract Type: Permanent
Hours: Full Time

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...

County/Borough: Cardiff
Office location: Eastern Business Park, Wern Fawr Lane, Old St Mellons, Cardiff, CF3 5EA
Full time/Part time: Full time
Hours per week: 37.5
Work schedule: Monday - Friday 9am-5pm
Basic Salary: £23,970 per annum.
Contract type: Permanent
DBS required? Enhanced
Police vetting required? No
Closing Date: 21/05/2025
Ref No: 6115

• Helpline Advisor JD.pdf (PDF, 187.89kb)

What we offer:

• 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
• 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 (VS) is an independent charity providing a range of specialist services to people who have been affected by crime across England and Wales. We work towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System. Everyone at VS is driven by our Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events.

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.

Victim Support strives to represent the diverse communities we serve and are passionate about creating an environment where all staff and volunteers feel respected and heard. Being a diverse organisation with an inclusive culture is integral to us being able to meet our aim of ensuring that anyone who is a victim of crime gets the support they need.

As part of our commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. VS is also a Disability Confident Employer and we provide a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role.

If you have a disability, a learning difficulty such as dyslexia or a medical condition which you believe may affect your performance during any aspect of our selection process, we'll be happy to make reasonable adjustments to enable you to perform at your best.

How to apply:

To apply for this role please follow the link below to the Jobs page on our website and complete the application form demonstrating how you meet the essential shortlisting criteria. We look forward to hearing from you.

We reserve the right to close this vacancy early, if we receive enough suitable applications to take forward to interview prior to the published closing date.

If you have already registered & started an application, then we will contact you to advise of the amended closing date wherever possible.

Company

Victim Support is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe having a diverse workforce at all levels allows us to represent the communities we serve and connect better with people affected by crime. We believe this can be achieved through attracting, developing and retaining a diverse range of staff from many different backgrounds.

If you have any questions about our current vacancies or would like to receive any of our documents in an alternative format, please email [e-mail].