We have an exciting opportunity for a Support Worker (known locally as an Inbound Agent) to join the National Contact Centre in St Mellon's Cardiff. We have 12, 16 and 20 hours available per week, These hours are to be worked Monday to Friday, the shift patterns are 4pm -8pm, 5pm -9pm or 6pm - 10pm 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? Can you work effectively with a focus on customer service and care?If yes, then we'd love to hear from you...What we offer:At Victim Support we believe in attracting & retaining the best people and offer a competitive rewards & benefits package including:Flexible working options 25 days annual leave plus Bank Holidays, rising to 30 days plus Bank HolidaysPension with 5% employer contributionEnhanced sick pay allowances & maternity paymentsHigh Street, retail, holiday, entertainment & leisure discountsAccess to our financial wellbeing hub & salary deducted financeEmployee assistance programme & wellbeing supportOngoing training & support with opportunities for career development & progressionAbout the role:This role is based at the National Contact Centre, St Mellon's Cardiff as a Support Worker (known locally as Inbound Agent) The purpose of this role to provide confidential information and support for victims who contact the National Contact Centre either by way over telephone or using digital services including National Live Chat . You will provide a high quality, accessible and relevant support to victims and enable users of the service to access further support and information, according to their need and preference.The main duties include responding to victims of crime by providing immediate emotional and practical support, information and referral on to Victim Support services and other agencies. Also be responsible for escalating safeguarding situations to the 'Designated Safeguarding Officer', and follow up on advice given. You will also need to carry out service needs and DASH risk assessments following agreed processes and timescales.You will need: -The ability to deal sensitively with challenging and emotionally charged situations, demonstrate empathy and control own emotions. You will have experience of supporting victims and vulnerable people and have a strong customer focus. You must have the ability to communicate effectively, verbally and in written form, including telephone skills.You will also have knowledge and understanding ofRelevant agencies and resourcesImportance of confidentiality and safe working practiceDiversity issues and principlesThe impact of crimeAbout Us: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.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. Disclosed Barring Service checks will be required.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.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 looking forward to hearing from you.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.