About the job

Job summary

We are currently recruiting a Customer Services Call Handler based within the National Business Centre within Coventry.

We trust and empower colleagues to work in a hybrid way, providing the resources, equipment, and support, so that individually and collectively, we can be the voice of children and young people when the family court makes critical decisions about their futures.

These vacancies are part of a team based from our National Business Centre office within Coventry. 

We are a diverse, inclusive organisation that is a safe space for colleagues with shared aspects of identity and lived experience, which helps ensure we provide a service which promotes the diversity and uniqueness of children and families from all backgrounds. We especially welcome applications from people from diverse backgrounds as we strive to ensure our workforce reflects the diversity of the children and families we work with.

We provide extensive wellbeing support for colleagues, as well as excellent benefits, all of which we hope encourages you to join us.

Job description

As a Customer Services Call Handler you will help to promote a culture of excellent customer service, which will enhance the service user’s experience of Cafcass and present a positive and service user-focused image at all times.  Should you join us your tasks will include:

• Providing a responsive, effective service responding to callers with routine enquiries coming into the Call Centre including service users, courts, legal representatives and other professionals and local agencies, ensuring all calls are responded to or re-directed, as necessary
• Validating known information and updating data onto any database or other electronic retention and retrieval system keeping records as up to date as possible at all stages. Alerting local teams to changes to data or new information provided during calls.
• Ensuring all information is accurate and, where inaccurate data is provided, chase up and re-enter.
• Ensuring compliance with data protection legislation and information assurance policy and procedures at all times.

Person specification

This is a key role in helping to ensure the smooth running of our services and so here are some things we look for in suitable candidates:

• Good customer service and care skills, with a commitment to continuously improving the service user experience.
• Excellent oral communication skills including excellent listening skills including the ability to adapt oral and written communication methods and styles to suit the audience.
• Excellent written communication skills including a good working knowledge and comprehension of written English, in particular grammar.
• The ability to deal with sensitive matters and an understanding of confidentiality issues including data protection.
• The ability to deal tactfully and sensitively with people.

Benefits

We also know that to join us you want to be rewarded in a variety of ways, including quality time away from work to spend time with those important to you, support to manage your financial present and future, whilst also being trusted to manage your work/life balance. We have an extensive package of benefits that you can find out more about when you click through, including excellent holidays and a generous Local Government Pension Scheme to name just two things.

We also understand that you will want to work for an organisation that is both passionate and committed to supporting your wellbeing. As you will find out when you visit our vacancy page, the four dedicated, additional days per year when colleagues are encouraged to spend time focusing on their health and wellbeing is just one of a multitude of ways in which we do this.

Things you need to know

Selection process details

If and when you are ready to apply, our application process is straightforward and quick to complete. You don’t need to complete your application in a single visit, you can start it and come back and amend your responses / update your CV, just make sure you come back before the closing date to submit.

Below we have given you an indication of a timetable we are hoping to work towards, although dates are subject to change.

We understand that starting a new role is a big decision, and you may require further information before applying.  You can find out more about the role in the Job Description and there is a wealth of information about Cafcass on our Cafcass Careers page.

If you wish to speak with a member of the team for more specific information you can contact Chloe Hearne (chloe.hearne@cafcass.gov.uk) from our HR Resourcing team, providing your contact information and best times / methods to get hold of you.

Whilst we will always try and respond a.s.a.p. we wouldn’t want you to miss the closing date before we are able to. If this is the case, we recommend you apply and as part of your application you can ask questions, and this may allow us to contact you and provide you with the required information that will help you decide if you still wish to be considered.

Finally, in anticipation of your application being successful, you might want to read about the offer and pre-employment checks process. As part of your application you can highlight any concerns or questions about the pre-employment checks and we encourage all applicants to do so, safe in the knowledge such information will not be shared with individuals involved in the selection process.

We look forward to hearing from you.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

Open to UK nationals only.

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.