Team Leader

Victim Support; Allbrook; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Annual leave (28–33 days)

Birthday leave

Pension plan

Wellbeing support

Exclusive discounts

Job summary

Victim Support is seeking a dedicated Team Leader to ensure excellent service delivery in line with our service specification and performance targets. The role focuses on supporting operational staff to deliver high-quality, risk-led and tailored support, and on auditing cases to maintain service standards.

You will lead and develop the team, manage performance, and oversee safeguarding responsibilities while coordinating with the Operations Manager to address issues and drive continuous

Qualifications

• Experience in a challenging environment with strong customer focus and service delivery.
• Crisis management and guidance in stressful situations for a client-service focused team.
• Strong written and verbal communication, negotiation and advisory skills.
• Ability to work without supervision, prioritise tasks and manage competing demands.
• Ability to gather, analyse and use information from multiple sources to solve problems and monitor data quality and compliance.
• Understanding of confidentiality, safeguarding and other legal requirements.
• Proficiency with case management systems and Excel.

Responsibilities

• Capture data and evidence on outcomes of the service.
• Allocate work across the team and analyse data to monitor patterns and resources.
• Act as safeguarding officer and provide guidance to staff.
• Collaborate with Operations Manager to address performance issues and ensure service standards.
• Line manage team members including recruitment, training, performance reviews and compliance with VS policies.
• Facilitate regular team meetings, share feedback and learnings across colleagues.
• Represent the service and victims at external events.

Skills

Team leadership

Data analysis

Crisis management

Communication

Advisory skills

Tools

Case management system

Excel

Microsoft Office

Job description

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., Responsible for completing case audits, reviews and reviewing data to ensure oversight of teams

Key responsibilities

• 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

Requirements

• 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.

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.

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

• 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.