Key Responsibilities
- Act as the designated point of contact for victims within your caseload, building trust and confidence to support their recovery journey
- Undertake needs and risk assessments, identifying vulnerability, threat, harm and safeguarding requirements to inform tailored support plans
- Provide timely interventions and emotional support, including managing cases where victims may be in crisis or at immediate risk
- Proactively identify and deliver effective communication methods, ensuring accessibility for victims with diverse needs, including disabilities or language requirements
- Manage and prioritise a dynamic caseload, ensuring an efficient, responsive and victim-focused service
- Identify when specialist support or referrals are required, liaising with internal teams and external partners to ensure appropriate onward support (with consent)
- Maintain accurate and timely records of all contact, actions and interventions using relevant IT systems
- Handle sensitive and high-profile cases with professionalism, maintaining confidentiality and building rapport in challenging circumstances
- Develop strong working relationships with partner agencies and support services, contributing to a multi-agency approach
- Ensure compliance with the Victims’ Code of Practice (VCOP), safeguarding legislation and organisational policies
- Act as a Single Point of Contact (SPOC) where required, sharing best practice and supporting team development
- Uphold standards in information management, data quality and security in line with Authorised Professional Practice (APP)
What We’re Looking For
You will be a compassionate and resilient individual with a strong commitment to supporting victims and delivering a high-quality service.
Essential skills and experience:
- Level 3 NVQ qualification (or equivalent), or significant experience in a relevant role, ideally within victim support or customer service
- Proven ability to demonstrate empathy, compassion and professionalism, particularly in challenging or sensitive situations
- Excellent communication skills, including active listening and the ability to adapt your approach to meet individual needs
- Ability to de-escalate conflict, manage difficult conversations and bring interactions to a professional conclusion
- Strong organisational skills, with the ability to prioritise workload and manage competing demands
- Analytical skills to assess, interpret and evaluate information to inform effective decision-making
- A proactive, solution-focused approach with the ability to work flexibly in a dynamic and evolving environment
- Knowledge (or willingness to learn) of the Criminal Justice System, including victim and witness processes
- Awareness of victim-related policies, including the Victims’ Code of Practice and Witness Charter
- Ability to use (or willingness to learn) relevant IT systems such as Corvus and Niche
- A commitment to professional and ethical standards in line with organisational policies
Application Guidance
- Internal staff require Approval from your Chief Superintendent/Head of Department before applying.
- To be eligible, you must be able to evidence all minimum skills and qualifications at the point of application. We cannot accept predicted grades; certificates must be provided.
- Please refer to the attached JDQ and CVF when completing your 1,000‑word supporting evidence, please provide a copy of your qualifications.
Please provide a copy of your CV and cover letter outlining your previous experience
Please click here for full JDQ
Please click here for the CVF
Benefits
- 25 days annual leave plus 8 bank holidays pro rata increasing to 30 days plus 8 bank holidays after 5 years full service.
- Local Government Pension Scheme with contributions from 5.5% to 11.5% depending on your salary.
- Access to on-site gyms – HQ and OCC
- Option to become a member of the onsite unions.
- Discounts from various retailers via the Blue Light Scheme
- Cycle to work scheme.
- Taskers Salary sacrifice car scheme
A Note on Using Artificial Intelligence
AI tools may support idea‑generation, structure, or proofreading, but your application must reflect your own experience, skills, and voice. Do not copy and paste AI‑generated content.
Our Commitment to Diversity, Equality & Inclusion
We are committed to building a workforce that reflects the communities we serve. We particularly welcome applications from women and Black and ethnic minority candidates.
Our Outreach Team provides guidance and support for candidates from under‑represented groups. If you require reasonable adjustments, please let us know so we can support you.
To learn more about available support, contact: Outreach@merseyside.police.uk
Apply for this job
Click here to apply
