Team Leader - Casework

Victim Support; West of England; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Flexible Working Options (hybrid)

Generous Annual Leave

Birthday Leave

Pension Plan

Enhanced Allowances

Exclusive Discounts

Financial Wellbeing Support

Wellbeing Support

Inclusive Networks

Cycle to Work Scheme

Career Development

Job summary

Victim Support in Avon and Somerset is seeking a proactive Team Leader to direct a multi-crime service for adults affected by crime. You will manage a staff team, oversee case allocations, and ensure service delivery meets standards. This role is full-time with hybrid work, including 3 days in the Bristol office and 2 days from home.

The role demands strong people-management, excellent communication, and a commitment to quality and improvement in a supportive environment.

Qualifications

• Pro-active, organised and detail-focused with people-management experience
• Strong communication skills and ability to build partnerships
• Experience leading a team and managing caseloads
• Understanding of data reporting and quality standards
• Ability to work in a hybrid pattern (office + home)

Responsibilities

• Lead case management audits and reports to ensure accurate recording and contract compliance
• Allocate work levels across the team and monitor daily caseloads
• Ensure safeguarding quality assurance and policy compliance
• Support operational planning and continuous service improvement
• Oversee recruitment, training, performance management and policy adherence
• Coordinate regular team meetings and share learnings across colleagues

Job description

We are seeking a a pro-active, organised and detail-focused Team Leader to lead and manage our multi-crime service which supports anyone aged over 18 affected by crime and anti-social behaviour in Avon & Somerset.

We are looking for someone who brings strong people-management experience, exceptional communication skills, and a commitment to building a supportive and high-performing team. You'll lead a staff team, oversee daily case allocations, manage service delivery, strengthen partnerships, and ensure our service meets contractual and quality standards.

This role is full-time, and is hybrid working both from home and 3 days a week in our office in Bristol (a suitable and confidential workspace at home is required).

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?

If yes, then we'd love to hear from you...

Area of Business

Operations

Number of Vacancies

1

Location or Function

Avon and Somerset

Full time/Part time

Full time

Hours per week

37.5

Work schedule

Monday to Friday 9.30am - 5.30pm

Basic Salary 30,825.00 per annum

Contract type Permanent

DBS required? Enhanced

Police vetting required? No

Closing Date 18/09/2026

Ref No 6926

• Team Leader- Casework JD- Bristol.pdf (PDF, 203.36kb)

What we offer

• 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

• 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.