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Team Leader - Referral & Information Centre

victimsupport.org.uk Logo

Victim Support

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Location:
United Kingdom , Gateshead

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Category:
Public Sector

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Contract Type:
Employment contract

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Salary:

27870.60 GBP / Year
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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 2 x confident, organised, Team Leaders 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, and compassionate contact at their entry into the witness journey.

Job Responsibility:

  • Lead the delivery of the Witness Service within the RIC, ensuring a high‑quality, safe, and consistent initial contact and assessments for all witnesses
  • Line‑manage Triage officers, supporting recruitment, training, development, performance, and wellbeing
  • Oversee daily case allocations, ensuring witnesses receive timely assessments, tailored support, and appropriate referrals
  • Ensure accurate and compliant data entry, audits, reporting, and monitoring of KPIs and quality standards
  • Manage rotas, resource planning, and service coverage across the RIC
  • Promote excellent communication across teams, facilitating team 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

Requirements:

  • A strong understanding of the criminal justice system and the impact of crime on victims and witnesses
  • Experience delivering services in demanding environments with a focus on customer experience and service excellence
  • Experience providing guidance, support, or crisis management to staff or service users
  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
March 22, 2026

Expiration:
April 24, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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