Overview
We are recruiting a Customer Services Call Handler based within the National Business Centre in Coventry. We trust and empower colleagues to work in a hybrid way, providing the resources, equipment, and support so that 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 in Coventry. We are a diverse, inclusive organisation that is a safe space for colleagues with shared aspects of identity and lived experience, helping us provide a service which reflects the diversity and uniqueness of children and families from all backgrounds. We provide extensive wellbeing support for colleagues, as well as excellent benefits.
Let us tell you a bit more about the role.
Responsibilities
* Provide a responsive, effective service by responding to routine enquiries coming into the Call Centre from service users, courts, legal representatives, and other professionals and local agencies; ensure calls are answered or redirected as necessary.
* Validate known information and update data in databases or other electronic retention and retrieval systems; keep records up to date and alert local teams to changes or new information provided during calls.
* Ensure all information is accurate and, where data is incorrect, chase up and re-enter it.
* Ensure compliance with data protection legislation and information assurance policy and procedures at all times.
* Demonstrate good customer service and care skills with a commitment to continuously improving the service user experience.
* Exhibit excellent oral communication skills, including listening, and adapt oral and written communication methods to suit the audience.
* Demonstrate excellent written communication skills with a good working knowledge of written English and grammar.
* Deal with sensitive matters and understand confidentiality, including data protection; handle people tactfully and sensitively.
Application process and requirements
Information and best times/methods to contact you will be provided. While we will always try to respond as soon as possible, please note closing dates. If needed, you can ask questions as part of your application to help us contact you with the information you require to decide whether to be considered.
In anticipation of a successful application, you might want to read about the process and highlight any concerns or questions about pre-employment checks; we encourage all applicants to do so, and this information will not be shared with individuals involved in the selection process.
Pre-employment checks
Successful applicants will be subject to a range of pre-engagement checks, including a Disclosure and Barring Service (DBS) check. In accordance with our policy, should an individual have a declared criminal offence, an individual assessment will be completed. Further information on what the assessment covers can be found by viewing our guidance.
About Cafcass
We are Cafcass – the Children and Family Court Advisory and Support Service. We represent children in family court cases in England, Independently advising the family courts about what is safe for children and in their best interests, speaking up for over 140,0000 children every year when the family court makes critical decisions about their futures, ensuring their needs, wishes and feelings are heard.
Watch our video to find out more about how we listen to and can be the voice for children. Cafcass
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