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Victim Support Logo Victim Support · Customer Service

Triage and Early Interventions Officer

United Kingdom, Caerphilly 26748.00 GBP / Year · Job Posted June 15, 2026
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Job Description

Are you passionate about delivering excellence for victims and witnesses? Do you thrive in fast‑paced environments, enjoy working with others, and want to make a meaningful difference to those impacted by crime? Victim Support is seeking a confident and organised, Triage and Early Interventions Officer to work in our Witness Service Referral and Information Centre (RIC). You will be the first point of contact for witnesses and professionals within the criminal justice system (CJS) and will play a pivotal role in providing high quality support to all victims and witnesses of crime. If you're motivated by team work and organising case files, we would love to hear from you. This role is home-based within England and Wales.

Job Responsibility

  • Act as the first point of contact for clients referred into the service, ensuring that comprehensive needs and risks assessments are completed and a tailored response to each client’s needs is provided
  • Deliver initial support services and ensure high quality support and effective triage work is completed for people affected by crime, in accordance with the Witness Service operating procedures and be responsible for delivery of a professional and effective telephone /video call-based support service
  • Ensure each witnesses receives an individually appropriate tailored support and information service that fully meets their needs, keeping complex needs central to all processes and decisions
  • Respond appropriately to safeguarding concerns including both child protection and vulnerable adult issues
  • Foster an inclusive, trauma-informed, person-centred approach that recognises diverse needs and vulnerabilities

Requirements

  • Strong administration and organising skills
  • Knowledge of safeguarding issues and legislation relating to both child protection and vulnerable adults
  • The ability to undertake needs and risks assessments and identify appropriate support
  • Experience delivering services in demanding environments with a focus on customer experience and service excellence
  • Good communication skills, both written and verbal
  • The ability to work without direct supervision, manage competing demands, and maintain organised and methodical working practices
  • Sound IT skills, including the use of Microsoft Office and case management systems

What we offer

  • Flexible Working Options
  • Generous Annual Leave – 28 days plus Bank Holidays, with options to buy or sell leave
  • Birthday Leave
  • 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
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