Team Leader - Casework

Victim Support; Greater London; Hybrid; GBP 38,000 - 50,000; Full time

Benefits offered by this job

Flexible Working Options

Annual Leave 28/33 days

Birthday Leave

Pension Plan

Enhanced Allowances

Exclusive Discounts

Financial Wellbeing

Wellbeing Support

Inclusive Networks

Sustainable Travel

Career Development

Job summary

Victim Support in London invites applications for a Team Leader to guide our Victim Service team. The role is 37.5 hours a week on a hybrid basis, with a fixed-term contract ending 31 March 2028.

You will oversee case management, ensure accurate reporting, and lead the team to deliver compassionate, client‑focussed support for victims of crime. Strong experience in line management, safeguarding, data protection and meeting contract requirements will help drive performance, staff development and

Qualifications

• Experience leading a team in a challenging service delivery environment.
• Understanding of safeguarding and data protection practices.
• Ability to manage caseloads, analyse data, and report findings.
• Experience delivering high-quality customer-focused support to vulnerable groups.

Responsibilities

• Lead and manage the Victim Service team, including recruitment, training, performance management and policy adherence.
• Oversee case management audits, reporting, and compliance with national standards.
• Allocate work, monitor daily caseloads, and identify trends to inform resource planning.
• Collaborate with managers to deliver operational plans and continuous process improvements.
• Support staff in delivering comprehensive impact assessments for referred clients.

Skills

Team leadership

Customer service focus

Data analysis

Communication

Adaptability

Problem solving

Education

Experience in victim support or social services

Tools

Case management software

IT systems

Job description

We have an exciting opportunity for a Team Leader to join our Victim Service team, working 37.5 hours per week on a hybrid basis. Please note that this is a fixed-term contract position, ending on 31 March 2028.

Do you want to make a difference every day?Do you want to lead and inspire a team to achieve their goals, continually learn, and adapt to provide the best service for victims of crime?

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.

What we offer

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.

About the Role

As the Team Leader you will:

• Be responsible for case management system audits and reports, ensuring that the team are recording case information fully, accurately and professionally as well as complying with contract reporting requirements and VS national standards.
• Be responsible capturing data and information to ensure the work of team is outcome based and evidenced.
• Be responsible for allocating of work levels within and across the wider team and analysing statistics and data in order to monitor daily caseloads against resources and looking for trends/ patterns of behaviour.
• Be responsible for safeguarding quality assurance and compliance with policies and procedures.
• Work with relevant managers to provide input to and ensure excellent delivery of the service with operational business plans, the continuous improvement of processes and the addressing of performance issues to achieve effective support.
• Support the team to manage caseloads completing comprehensive impact assessments for referred clients.
• Be 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.

You will need:

• An understanding of the Criminal Justice System and the impact of crime on victims and witnesses.
• An understanding of legislation relating to equal opportunities and diversity, inclusivity, safeguarding and risk assessments.
• A practical understanding of the requirement for confidentiality and safe working practice and maintenance of records in accordance with the Data Protection Act and other legal 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.
• Extensive experience of effectively leading and managing a team, monitoring performance and service delivery to meet contractual requirements.
• Strong communication, negotiation and advisory skills.
• The ability to work without direct supervision, prioritise work and deal with competing or conflicting demands/ needs and interests in an organised and methodical manner.
• The ability to gather, analyse and use information and evidence from different sources to solve problems and report on data quality and compliance.
• Substantial IT expertise with the ability to use a range of software.

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.