Initial Response Officer

Do you want to make a difference every day? Do you have resilience and adaptability? Can you work effectively with a focus on customer service and care?

We have an exciting opportunity for an Initial Response Officer, working 37.5 hours a week Monday to Saturday between 8am and 8pm on a shift pattern basis.

Position: Initial Response Officer

Location: Ashford, Kent

Hours: Full time, 37.5 hours per week (Working 7.5 hours across Monday to Friday between 8am and 8pm on a shift pattern together with alternate Saturdays of 9-5)

Contract: Permanent

Salary: £21,648.64

Closing Date: 31st July 2022

The Role

As an Initial Response Officer you will be working in the contact centre known as ‘The VART’ (Victim Assessment and Referral Team) you will be making the initial telephone contact with victims and witnesses of crime across Kent. You will assess their immediate needs, provide any information or guidance in relation to those and where applicable complete an assessment to identify the most appropriate support for them. This may include internal or external referrals or information provision of other support agencies.

About You

The ideal Initial Response Officer is someone who is resilient, confident with supporting people by telephone, happy to work as part of a team and willing to constantly learn and adapt to new situations. You will enjoy being a part of a busy and varied working environment and can demonstrate an ability to communicate with victims of crime in a professional and supportive manner. You will have strong customer service ethics, be competent in the use of IT skills and know how to use a range of software packages on a PC. Training will be provided in the use of our Case Management System.

In Return…

Work for an organisation who believes in attracting and retaining the best people and offer a competitive rewards and benefits package including:

• Flexible working options including hybrid working
• 25 days’ annual leave plus Bank Holidays, rising to 30 days plus Bank Holidays
• £500 bonus paid on successful completion of probationary period (pro-rata for part time roles)
• Pension with 5% employer contribution
• Enhanced sick pay allowances and maternity payments
• High Street, retail, holiday, entertainment and leisure discounts
• Access to a financial wellbeing hub and salary deducted finance
• Employee assistance programme and wellbeing support
• Ongoing training and support with opportunities for career development and progression

About the Organisation

This independent charity provides a range of specialist services to people who have been affected by crime across England and Wales. Working 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 the charity is driven by the Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events.

The organisation is 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. Background checks and Disclosed Barring Service checks may be required.

Applicants are welcome from all communities and monitor the diversity of applicants to analyse if they are representative of the communities it serves 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 the commitment to the Race at Work Charter applicants are particularly welcome from BAME communities.

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.

You may have experience in areas such as Victim, Victim Support Officer, Victim Focus Officer, Witness Care Officer, Witness Support, Victim Liaison Officer, Victim Liaison, Criminal Justice, Volunteer Management, Volunteer Manager, Helpdesk, Call Hander, Adviser, Advice and Information, Customer Service, Customer Service Advisor, Customer Service Officer, Helpdesk Advisor, Customer Advisor, IDVA, IDSVA, IVA, Triage Independent Victim Advocate, Independent Victim Advocate, Victim Advocate, Call Handler, Call Response, Initial Response.