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Page 6 of 34
Gateshead (Hybrid)
Up to £36414.00 per annum
Full-time
Job description

It's an exciting time to join Victim Support, as we prepare to begin delivery of the Witness Service from April 2026. We look forward to welcoming current Witness Service staff and volunteers to Victim Support  -  and we're also now beginning recruitment for several new roles and to fill vacant positions. 

Victim Support is seeking a confident, organised, Operations Manager to lead our Witness Service Referral and Information Centre (RIC), the first point of contact for witnesses and professionals within the criminal justice system (CJS). You will play a pivotal role in ensuring that victims and witnesses receive high-quality, timely service.

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 in change management and oversee the work of Team Leaders, responsible for contacting and providing information to clients and working closely with the Witness Care Unit (WCU) ensure our Witness Service meets initial contractual and quality standards.

This role is full-time working 37.5 hours per week and is home-based with occasional travel.

Are you an inspiring people leader with a passion for delivering excellence for victims and witnesses? Do you thrive in fast-paced environments, enjoy developing others, and want to make a meaningful difference to those impacted by crime? then we would love to hear from you.

What We Offer

At Victim Support, we are committed to supporting and developing our colleagues. Our competitive rewards and benefits package includes:

  • Flexible Working Options - including hybrid working where applicable
  • Generous Annual Leave - 28 days plus Bank Holidays, with options to buy or sell leave
  • Birthday Leave - an extra day off to celebrate your birthday
  • Pension Plan - 5% employer contribution
  • Enhanced Allowances - enhanced sick, maternity and paternity pay
  • Exclusive Discounts - high street, holidays, gyms, entertainment, and more
  • Financial Wellbeing Support - access to salary deducted finance and guidance
  • Wellbeing Resources - employee assistance programme and wellbeing support
  • EDI Networks - opportunities to engage in colleague groups promoting equity and inclusion
  • Sustainable Travel Schemes - Cycle to Work and season ticket loans
  • Career Development - comprehensive training and ongoing development opportunities

About the Role

As the Operations Manager - Witness Service (RIC),

You will:

  • Lead the delivery of the Witness Service within the RIC, comprising of home workers. Ensuring a high-quality, safe, and consistent initial contact and assessments for all witnesses.
  • Line-manage Team Leaders, supporting recruitment, training, development, performance, and wellbeing.
  • Oversee the services provision, ensuring witnesses receive timely assessments, tailored support, and appropriate referrals.
  • Produce accurate and compliant data, audits, reporting, and monitoring of KPIs and quality standards.
  • Oversee resource planning, and service coverage across the RIC comprising of geographically dispersed teams.
  • Promote excellent communication across teams, facilitating reports for meetings and sharing learning.
  • Build and maintain effective relationships with stakeholders, including the WCU, other statutory and voluntary partners.
  • Foster an inclusive, trauma-informed, person-centred approach that recognises diverse needs and vulnerabilities.
  • Provide leadership that champions continuous improvement and maintains the dignity, safety, and wellbeing of witnesses.

This role requires strong attention to detail, confidence using digital systems, and the ability to manage competing demands while supporting a high-performing team.

You will have:

  • A strong understanding of the criminal justice system and the impact of crime on victims and witnesses.
  • Experience delivering services in demanding call centre environments with a focus on customer experience and service excellence.
  • Experience providing guidance, support, or crisis management to staff.
  • Excellent communication, negotiation, and advisory skills, both written and verbal.
  • The ability to work without direct supervision, manage competing demands, and maintain organised and methodical working practices.
  • Experience gathering, analysing, and reporting information from multiple sources.
  • Sound IT skills, including the use of Microsoft Office and case management systems.
  • Commitment to safeguarding, equality, diversity, and inclusive practice.

Additional Information

  • This role involves exposure to emotionally demanding situations and requires resilience and emotional maturity.
  • The role will manage complains and Subject access request in accordance with VS policies and procedures.
  • Some travel across England and Wales to meet with direct line reports may be required.
  • Rota evening or weekend work may be necessary to meet service needs.
  • An enhanced DBS check will be required.

About the Witness Service 

The Witness Service provides free, independent support to any witness giving evidence in criminal courts in England and Wales - both for the prosecution and the defence.  Our trained staff and volunteers help people understand what to expect before, during and after a trial, and offer practical and emotional support every step of the way, so witnesses can give their best evidence.  The Witness Service also supports bereaved family members, friends and family who are accompanying witnesses in court.  

This is an exceptional opportunity to help us ensure a smooth transition and shape a high-quality, high-impact and trauma-informed service - so every witness feels informed, supported and more confident in court. 

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.

How to apply

To apply for this role please follow the link below to the Jobs page on our website and complete the application form demonstrating how you meet the essential shortlisting criteria.

We reserve the right to close this vacancy early, if we receive enough suitable applications to take forward to interview prior to the published closing date. If you have already registered & started an application, then we will contact you to advise of the amended closing date wherever possible.



Organisation
Victim Support View profile Organisation type Registered Charity Company size More than 1000
Posted on: 12 March 2026
Closing date: 09 April 2026 at 08:41
Job ref: 6617
Tags: Governance / Management