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Helpline Advisor

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Victim Support

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Location:
United Kingdom , Cardiff

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

12.79 - 19.19 GBP / Hour
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Job Description:

We are looking for a dedicated and compassionate Helpline Advisor to support victims of crime at the growing National Contact Centre team in Cardiff. This is a casual position, and applicants must be able to commit to a minimum of 2 x 7.5 hours shifts per month. The shifts will mainly be evenings and weekends to cover staff absence and busy periods. This role is based at our National Contact Centre in Cardiff. You will need to commit to a 2 week induction program, which will run Monday - Friday, 9am - 5pm.

Job Responsibility:

  • respond to victims of and those affected by crime by providing emotional support, information and referrals on to Victim Support services and other agencies
  • provide immediate support, advice and trauma first aid referrals to victims of and those affected by major incidents and terrorism
  • work across multiple services with different processes, procedures and recording mechanisms
  • manage and respond appropriately to competing priorities, services and needs
  • be responsible for taking disclosures and responding appropriately by either escalating the safeguarding concern to the ‘Designated Safeguarding Officer’ or to respond immediately to life threatening situations

Requirements:

  • Experience of working in challenging and changing environments with the emphasis on excellence in service delivery
  • Experience of organising and prioritising a complex workload
  • The ability to deal sensitively with challenging and emotionally charged situations, demonstrate empathy and control own emotions
  • The ability to communicate effectively, verbally and in written form, including telephone skills
  • Knowledge and understanding of relevant agencies and resources
  • importance of confidentiality and safe working practice
  • diversity issues and principles
  • the impact of crime

Additional Information:

Job Posted:
April 16, 2026

Expiration:
April 30, 2026

Employment Type:
Parttime
Work Type:
On-site work
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