Victim Helpline and Information Manager

Brake’s UK office is in Huddersfield and on a direct train line from Manchester, Leeds & Sheffield.
£35,000 - £39,000 dependent on experience + 5% pension contribution (upon completion of probation)
09 Aug 2017
31 Aug 2017
Victim Helpline and Information Manager
Full Time
Contract Type

Introduction to our cause and work

In the UK, five people are bereaved by road crashes every day and ten times as many are seriously injured (including life-changing injuries such as brain or spinal injury). Being suddenly and violently bereaved or suffering a life-changing injury in a road crash is traumatic and devastating. A key part of Brake’s mission is to alleviate road crash victims’ suffering and enable recovery.

Brake does this through government-funded, professional services that meet victims’ varied and complex needs. Our national, accredited UK helpline is staffed by paid professionals providing emotional support, information provision and also, crucially, complex advocacy on behalf of road crash victims, fighting for their rights (for example within the criminal justice system). This helpline is supported by a suite of acclaimed literature that police are required to hand out at the time of a road crash.

Purpose of post

  • To aid recovery of bereaved and seriously injured victims of road crashes through effective emotional support, information provision and advocacy.
  • To protect the charity and road crash victims through compliance with regulatory requirements and industry best practice that manages risks and ensures high standards with regard to victim services.   
  • To ensure the Victim Services Director is fully informed and given advice on all relevant matters regarding the undertaking and fulfilment of the role’s purpose.

Key duties (job description)

Helpline staff supervision and management:

  • Supervision and line management of helpline staff (x4 helpline officers and x1 helpline administrator), including:
  • carrying out staff management (including work monitoring in line with our standard operating procedures, assessment, appraisals, training (with the assistance of external providers), organising external welfare debriefs, sickness/holiday cover and assisting with recruitment);
  • providing day-to-day supervision regarding case management, and ensuring caseloads are at a manageable volume;
  • providing help as required to assist the service’s delivery, particularly trouble-shooting complex cases, and staffing the helpline for reasons such as absence within the team, or during periods of high service demand and at other times as required.

Helpline quality and risk management, monitoring and evaluation, reporting and development:

  • Review and develop victim service manuals, containing standard operating procedures.
  • Stay up to date with, and meet, confidentiality, safeguarding and data protection legislation in relation to our victim services.
  • Effectively utilise and develop monitoring and evaluation systems (for example our helpline CRM).
  • Report on performance against outcome goals, including reporting to the Victim Services Director and Chief Executive and reporting to external funders.
  • Assist the Victim Services Director and Chief Executive to research / test potential additional / different services to help victims further. 

Planning of helpline and associated information provision:

  • Work with the Victim Services Director to determine annually the work, performance indicators, staffing and other resource needs, targets and funding requirements of the charity’s helpline and information provision (notably our information packs for road crash victims).

Funding and financial control:

  • Work with the Victim Services Director and other team members to develop existing and new funding for the helpline and associated information provision and achieve growth.
  • Provide financial management, inclusive of budgeting and running projects to budget.

Person specification

You will be an experienced, senior professional with a track record of achievement. You will:

Service management:

  • Have significant experience in a management position of a customer-oriented service, preferably working with vulnerable people, that demonstrates first-rate supervisory skills within a confidential environment involving complex problem solving and compulsory standard operating procedures.
  • Have experience in at least one demanding customer-oriented profession that honed your people skills to a high degree. (Helpline experience is not essential.)
  • Be a fast, lateral thinker with a track record of research-based high-level problem solving in a team.
  • Have excellent communication skills (written and oral).
  • Have a confident, efficient and professional manner, enabling others to trust and follow your lead. 
  • Be self-sufficient; happy to be judged on your own achievements and make executive decisions and supervise others, and to report directly to senior management. 

Systems-focussed analysis:

  • Have aptitude and experience of using / developing monitoring and quality control systems, notably spreadsheets/CRM, standard operating procedures.
  • Have knowledge or experience of implementing safeguarding procedures.
  • Are used to evaluation and report writing, and analysing results for improvement possibilities.
  • Are organised. You make lists and check them off rigorously, thinking of angles and possibilities.
  • Be highly numerate, with experience in managing budgets.

External relationship management:

  • Have a track record of building and maintaining external professional relationships to professionally represent an organisation and achieve partnerships / funding.

Interest and aptitude:

  • Have a thirst for knowledge about the needs of our victim group and a desire to help them. 
  • Be caring; able to respond with ‘emotional intelligence’ with a high degree of empathy/sensitivity.
  • Be able to work in a confidential environment.


  • Have a research-based degree at 2:1 or higher in an academic subject area.
  • If you drive, have a clean driving licence. The job does not require you to drive, but internal policies mean we cannot employ people with current endorsements or a history of serious traffic offences.
  • Believe in and practice the ethics of Brake, in particular slow and safe driving and avoidance of driving whenever possible for safety and environmental reasons (the Brake head office is near a train station and bus routes). 
  • Be comfortable assisting people of any faith or no faith and any race, gender or sexual orientation. 
  • Be a diligent hard worker and prepared to take on other responsibilities for the good of the charity.

Our working environment

  • Brake’s national UK office is in Huddersfield (in West Yorkshire) and on a fast and direct train line from Manchester, Leeds and York. We are within a one minute walk of Huddersfield train station.
  • Brake encourages employees to commute to our offices in Huddersfield by public transport or on foot or bicycle. We will not accept applications from people who intend to commute a significant distance to the office by car, although we do allow commuting by car over short distances in some circumstances.
  • Brake is an equal opportunity employer.

Flexibility in role

  • This role is office based and is full time (36.25 hours per week)
  • The post holder must be prepared to attend external meetings, eg in London, although wherever possible we organise meetings by phone or webinar to reduce environmental impact.

Salary bracket: £35,000 - £39,000 dependent on experience + 5% pension contribution

Deadline for applications: Thursday 31st August

Interview dates:

  • first interviews:  Tuesday 12th September
  • second interviews:  Wednesday 20th September


Similar jobs

Similar jobs