Trauma Support Helpline Advisor (Hybrid)

Victim Support; Cardiff; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

Annual leave 28 days + BH to 33

Birthday Leave

Pension 5% employer contribution

Enhanced sick pay

Exclusive discounts

Financial wellbeing hub

Employee assistance programme

EDI networks

Cycle to work

Career development

Job summary

Victim Support is recruiting Helpline Advisors to join the National Contact Centre in Cardiff. The role is 37.5 hours per week on a 24/7 rota, fixed term until 1 October 2027. An induction from 9am-5pm, Monday to Friday for 4 weeks is provided before moving to the fixed rota hours.

We are looking for people who can respond to victims of crime with emotional support, information, and referrals, and who can manage challenging situations with empathy and professionalism.

Qualifications

• Resilience and adaptability to changing environments.
• Strong customer service focus and care.
• Excellent verbal and written communication skills.

Responsibilities

• Respond to victims and those affected by crime with emotional support, information and referrals.
• Provide immediate support and trauma first aid referrals for major incidents and terrorism.
• Collaborate across multiple services with different processes and recording systems.

Skills

Resilience

Adaptability

Customer service

Effective communication

Empathy

Working under pressure

Job description

Victim Support is recruiting Helpline Advisors to join the National Contact Centre in Cardiff. The role is 37.5 hours per week on a 24/7 rota, fixed term until 1 October 2027. An induction from 9am-5pm, Monday to Friday for 4 weeks is provided before moving to the fixed rota hours.

We are looking for people who can respond to victims of crime with emotional support, information, and referrals, and who can manage challenging situations with empathy and professionalism.