Helpline Advisors

Victim Support; Cardiff; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

Annual leave 28 days + BH to 33

Birthday Leave

Pension 5% employer contribution

Enhanced sick pay

Exclusive discounts

Financial wellbeing hub

Employee assistance programme

EDI networks

Cycle to work

Career development

Job summary

Victim Support is recruiting Helpline Advisors to join the National Contact Centre in Cardiff. The role is 37.5 hours per week on a 24/7 rota, fixed term until 1 October 2027. An induction from 9am-5pm, Monday to Friday for 4 weeks is provided before moving to the fixed rota hours.

We are looking for people who can respond to victims of crime with emotional support, information, and referrals, and who can manage challenging situations with empathy and professionalism.

Qualifications

• Resilience and adaptability to changing environments.
• Strong customer service focus and care.
• Excellent verbal and written communication skills.

Responsibilities

• Respond to victims and those affected by crime with emotional support, information and referrals.
• Provide immediate support and trauma first aid referrals for major incidents and terrorism.
• Collaborate across multiple services with different processes and recording systems.

Skills

Resilience

Adaptability

Customer service

Effective communication

Empathy

Working under pressure

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.,

• 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. 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…,

• 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. At Victim Support, we are committed to attracting and retaining the best talent. Our competitive rewards and benefits package includes:
• 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.