Team Leader - Casework

VICTIM SUPPORT; Greater London; Hybrid; GBP 32,000 - 35,000; Full time

Benefits offered by this job

Flexible Working Options

Generous Annual Leave

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 role on a hybrid basis. The position is a fixed-term contract ending on 31 March 2028, working 37.5 hours per week (Mon-Fri 9am-5pm, with one Saturday every 6 weeks and a Monday day off in that week). The basic salary is £33,625 per year with London Weighting £2,800, total FTE £30,825 base.

London weighting is included. The role focuses on leading and developing a team, ensuring quality case management audits, data reporting, and

Qualifications

• Understanding of the Criminal Justice System and the impact of crime on victims and witnesses.
• Understanding of legislation relating to equal opportunities, safeguarding, risk assessments, and confidentiality under Data Protection Act.
• Experience delivering customer-focused service in challenging environments.
• Experience providing crisis management, guidance, and support in stressful situations.
• Extensive experience leading and managing a team, monitoring performance and service delivery to meet contractual requirements.
• Strong communication, negotiation and advisory skills.
• Ability to analyse information from multiple sources to improve data quality and compliance.
• Extensive IT proficiency with a range of software.

Responsibilities

• Be responsible for case management system audits and reports, ensuring complete, accurate, and professional recording and contract reporting compliance.
• Capture data and information to ensure the team’s work is outcome-based and evidenced.
• Allocate work levels within and across the team and analyse statistics to monitor daily caseloads and trends.
• Ensure safeguarding quality assurance and compliance with policies and procedures.
• Collaborate with managers to improve service delivery through business plans and process improvements.
• Support the team to manage caseloads with comprehensive impact assessments for referred clients.
• Lead line management tasks including recruitment, training, performance management and policy adherence.
• Promote effective communication through regular team meetings and knowledge sharing.

Skills

Criminal Justice System understanding

Confidentiality & data protection

Customer focus & service delivery

Crisis management

Team leadership & management

Communication skills

Data gathering & analysis

Problem solving & adaptability

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.

Area of Business

Operations

Number of Vacancies

1

Location or Function

London

Full time/Part time

Full time

Hours per week

37.5

Work schedule

Monday - Friday 9am-5pm plus one Saturday every 6 weeks - with day off on a Monday on that week.

Basic Salary

£33,625.00 per annum (FTE £30,825.00 per annum plus £2,800 per annum London Weighting Allowance)

Allowances

London Weighting

Contract type

Fixed Term

DBS required?

Enhanced

End date (if fixed term)

31/03/2028

Police vetting required?

No

Closing Date

28/10/2026

Ref No

6999

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.