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Victim Support; Basingstoke; Presencial; GBP 36.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Generous Annual Leave

Birthday Leave

Pension Plan

Enhanced Allowances

Exclusive Discounts

Financial Wellbeing

Wellbeing Support

Inclusive Networks

Sustainable Travel

Career Development

Descripción de la vacante

Victim Support is seeking a dedicated Team Leader for our office in Basingstoke. This role is office-based with some travel across Hampshire and involves safeguarding responsibilities to ensure high service standards.

You will lead operational staff, audit cases, analyse data, and drive performance while promoting excellent customer service and incident response. A genuine commitment to victim support and safeguarding is essential.

Formación

• Experience in a challenging, changing environment with customer focus and service excellence.
• Crisis management experience and ability to support a team under pressure.
• Strong written and verbal communication, advisory skills with agencies and individuals.
• Ability to work without direct supervision and manage competing demands.
• Ability to gather, analyse and use information from multiple sources to improve data quality and compliance.
• Understanding of confidentiality, safeguarding and related legal requirements.
• Good IT skills, including using bespoke case management systems and Excel.

Responsabilidades

• Complete case audits and reviews to ensure oversight of teams.
• Capture data and evidence around service outcomes.
• Allocate work across the wider team and analyse data to monitor patterns.
• Act as safeguarding officer and provide guidance to staff.
• Work with Operations Manager to address performance issues through data and information.
• Line manage team members including recruitment, training, performance management, and policy adherence.
• Facilitate regular team meetings and share feedback with colleagues.
• Represent the service at external events.

Conocimientos

Customer focus

Crisis management

Communication

Data analysis

Confidentiality

Problem solving

Time management

Herramientas

Case management software

Microsoft Office

Excel

Descripción del empleo

We are seeking a dedicated and compassionate Team Leader to join our team based at our office in Basingstoke. This role is fully office based and some travel throughout Hampshire will be required.

What we offer

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

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.

About the Role

As a Team Leader you will ensure excellent service delivery in accordance with the service specification and performance targets. You will need to be able to support operational staff to deliver high quality, risk led and tailored support. You will focus on the performance management of team members including the allocation and auditing of cases in line with service standards.

Key Responsibilities:

• Responsible for completing case audits, reviews and reviewing data to ensure oversight of teams
• Responsible for capturing data and evidence around the outcomes of the service
• Responsible for allocating work across the wider team - analysing data to monitor patterns, trends and comparing these to resources
• Be a designated safeguarding officer, available to make defensible decisions quickly and effectively on safeguarding matters ensuring the dignity, safety and security of victims is at the heart of your work. This will also include providing guidance and support to staff.
• Work with the Operations Manager to ensure excellent service delivery in line with business plans by reviewing data and information to effectively address any performance issues.
• Responsible for the line management of team members including responsibility for recruitment, training completion, performance management and monitoring, continued support and guidance and implementing all relevant VS policies and procedures
• Promote effective communication channels including co-ordinating and facilitating regular team meetings, sharing feedback and learning to share with other colleagues.
• Represent the service and victims at external events

About You

You will need:

• Experience of working in a challenging and changing environment with an emphasis on customer focus and excellence in service delivery.
• Demonstrable experience of providing crisis management, support and guidance in sometimes stressful and difficult situations to a team with a client service focus.
• Have strong communication, negotiation and advisory skills, both written and verbal when interacting professionally with a range of agencies and individuals.
• Work without direct supervision, prioritise work and deal with competing or conflicting demands/ needs and interests in an organised and methodical manner.
• Gather, analyse and use information and evidence from different sources to solve problems and report on data quality and compliance
• An understanding of confidentiality, safeguarding and other legal requirements
• Good IT skills including experience with working within bespoke case management systems and using Microsoft Office Packages, specifically Excel

This role involves some travel and due to the location, a driving license and access to a vehicle is considered an essential requirement. If you are unable to drive because of a disability, please indicate this in your application in your personal statement so we can explore the feasibility of alternative arrangements.

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.

New Forest or Eastleigh & Winchester (Hybrid Working)