Cardiff, Wales

£20,000 per annum


About the organisation

VS is the independent charity for people affected by crime and traumatic events in England and Wales. Our specialist teams provide individual, ... Read more

Job Description

Victim Support is looking to recruit a small team of inbound agents to support the services offered in our new call centre in St Mellons, Cardiff.

Victim Support (VS) is an independent charity for people affected by crime in England and Wales. We work towards a world where people affected by crime or traumatic events get the support they need and respect they deserve.

1. Purpose of the job

  • To provide confidential information and support for victims who contact the call centre. The current services are; Victim Information Service; VS Support Line; and the Information Line for the Independent Inquiry to Child Sexual Abuse.
  • Provide high quality, accessible and relevant support for victims.
  • Enable users of the service to access further support and information, according to their need and preference.

2. Main duties and tasks

  • Respond to callers by providing emotional support, information and referral on to Victim Support services and other agencies.
  • Be responsible for escalating safeguarding situations to the ‘Designated Safeguarding Officer’, and follow up on advice given.
  • Carry out service needs assessment following agreed processes and timescales.
  • Identify service needs, record the results of the assessment and contribute towards risk assessment processes.
  • Help to improve the level and quality of contact with victims of crime from all sections of the community.
  • Facilitate the delivery of identified needs by directing referrals to an appropriate colleague or agency.
  • Liaise with appropriate Victim Support personnel to contribute to the effective running of the service.
  • Record all contacts with victims accurately, securely, and in accordance with procedures for monitoring and evaluation purposes.
  • Alert a senior inbound agent to any problems that cannot be readily resolved.
  • Develop productive working relationships with colleagues and stakeholders.
  • Participate in own training and supervision.
  • Participate in meetings as required.
  • Promote equality and value diversity.
  • Ensure that Victim Support’s national standards and procedures are observed.
  • Comply with legal, regulatory, ethical and social requirements.

3. Generic responsibilities

  • Manage personal resources and own professional development.
  • Ensure all duties are carried out in a manner which promotes Victim Support’s equality and diversity policies.
  • Undertake other activities as required.
  • Promote a health and safety culture within the workplace, observe all health and safety rules and procedures and attend training courses as required.
  • Ensure all information is maintained in accordance with the Data Protection Act and additional requirements as specified by contractors.

4. Travel

  • You may occasionally be required to travel.

5. Hours of Work

  • The services are provided over 24 hours, Monday to Sunday and the ability to work flexibly across all shift patterns, on an allocated rota basis is a requirement.

Person specification

  1. Knowledge and Experience


  • Delivering a service in a statutory, voluntary, community or private social care setting.
  • Working to agreed standards and procedures.
  • Working with a diverse range of people.
  • Computer literate with a proficiency in Microsoft Office.
  • Knowledge and understanding of
    • Relevant agencies and resources
    • Importance of confidentiality and safe working practice
    • Diversity issues and principles
    • The impact of crime (S)
  1. Skills and abilities


  • Ability to communicate effectively, verbally and in written form, including telephone skills (S)
  • Ability to deal sensitively with challenging and emotionally charged situations, demonstrate empathy and control own emotions (S)
  • Ability to demonstrate strong customer services focus (S)
  • Ability to build and sustain relationships with colleagues in other agencies
  • Ability to promote the organisation’s interests and values
  • Ability to balance competing needs and interests
  • Ability to work collaboratively as part of a team
  • Ability to problem solve
  • Ability to work in a professional way while meeting targets and deadlines
  • Ability to know when to seek advice and when to seek support
  • Ability to maintain secure and accurate records, and produce reports on data collected for monitoring and evaluation purposes
  • Ability to become proficient, with appropriate training, in the use of relevant telecommunications and information technology
  • Ability to undertake administrative duties commensurate with the role.
  1. Qualifications
  • Educated to degree level standard (E), preferably in social sciences discipline, for example Psychology or Counselling
  1. Conditions of service


  • The services are provided over 24 hours, Monday to Sunday and the ability to work flexibly across all shift patterns, on an allocated rota basis is a requirement.

(S) = shortlisting criteria

(E) = essential

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, cycle to work scheme, 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 (s). 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 takes pride in being a diverse organisation, enriched by the participation of all individuals and communities. Diversity matters and we value it.

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