Team Leader

Victim Support is looking for a Team Leader to manage a 24/7 team of telephone and chat based support workers at our National Contact Centre based in Cardiff.
Victim Support (VS) is an independent charity providing a range of specialist services to people who have been affected by crime across England and Wales. We work towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System. Everyone at VS is driven by our Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. Working for VS gives you the opportunity to play a key role in a national charity providing high quality services to victims and witnesses and being a vital force for change.

The main purpose of the role is to:

- Carry out effective line management and manage performance of the team.
- Provide Safeguarding advice and guidance to call handlers during shifts.
- You will also provide high quality, accessible and relevant support for victims and enable users of the service to access further support and information, according to their need and preference.

To be successful in this role you will be able have experience of managing and supporting a team and individuals, including performance management one to one’s and staff development. You will be able to communicate effectively, verbally and in written form, including telephone skills. You will also be able to deal sensitively with challenging and emotionally charged situations, demonstrating empathy and controlling your own emotions. You will also be able to demonstrate a strong customer services focus.

As the services are provided 24/7 the successful candidate will be required to work 3 week rolling rota shift pattern and they will also require an enhanced Disclosure and Barring Service (DBS) check.

Victim Support offers competitive rewards and benefits including pension and life assurance, 25 days annual leave (pro-rata), voluntary benefits such as season ticket loans and the opportunity to play a key role in a national charity providing world-class services to victims and witnesses and being a vital force for change.

Applications should be explicit enough to provide good evidence against the shortlisting criteria, which are marked in the person specification as (A). In order to apply, please create a profile in our website (jobs section), complete and submit an online application form. If the vacancy has not specified the essential criteria for shortlisting, please use this section to express how your experience and skills are relevant for the role.

If you have the drive to make a difference within an organisation which makes a difference we look forward to hearing from you.

Victim Support is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe having a diverse workforce at all levels allows us to represent the communities we serve and connect better with people affected by crime. We believe this can be achieved through attracting, developing and retaining a diverse range of staff from many different backgrounds. We therefore welcome applicants from all communities and monitor the diversity of applicants to analyse if we are representative of the communities we serve in terms of sex, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, age and socio-economic status. As part of our commitment to the Race at Work Charter we would particularly welcome applicants from BAME communities.