Customer Services Call Handler
Customer Services Call Handler
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Job Description
We are currently recruiting aCustomer Services Call Handlerbased 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 arepart 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.
Let us tell you a bit more about the role
As aCustomer Services Call Handleryou will help to promotea culture of excellent customer service which will enhance the service users 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.
This is akey 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.
Next steps / timelines
If and when you are ready to apply our application process is straightforward and quick to complete. You dont 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.
Closing date:
21st July 2025
Final Interview:
30th July 2025 in the National Business Centre
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 ourCafcass Careerspage.
If you wish to speak with a member of the team for more specific information you can contact Remy Gupta () 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 wouldnt 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 theoffer and pre-employment checksprocess. 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.
Please be advised successful applicants will be subject to a range of pre-engagement checks including a Disclosure and Barring Service check (DBS). In accordance with theDBS code of practiceand our own 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 theCafcass DBS policy.
Be Their Voice
We are Cafcass the Children and Family Court Advisory and Support Service and 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 we speak up for overchildren 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 we dont just listen to childrens voices but we can be their voice.
If our purpose resonates with you and you share our ambitions for children - exceptional experiences for every child everywhere and every time - then if you join us you will work alongside like-minded people in a diverse inclusive and supportive organisation.
You will be trusted to work flexibly and independently using outstanding technology (e.g. touchscreen laptops iPhone all with first class support including IT Trainers) with access to substantial resources (e.g. Cafcass Library has over 27000 resources on social work child protection and related topics). You will also have opportunities to develop whatever team you join wherever you are in the country and at whatever stage you are at in your career.
Whether you join us in one of our social work roles that work directly with children and families or our corporate and business services teams who provide technology support and expertise you will have the chance to make a difference for children and families. You can also find out more at Wellbeing
The wellbeing of our colleagues is something we are truly passionate about as demonstrated by everyone having four dedicated additional days per year when they are encouraged to spend time focusing on their health and wellbeing.
Colleagues can also have a health and wellbeing cash plan for which Cafcass pays the basic premium (you can upgrade to include family members) which allows them to claim back some costs of routine health expenses including dental check-ups eye tests physiotherapy sessions and more.
Overall we foster a holistic approach to supporting our colleagues benefitting physical mental and financial health. This is led by a dedicated in-house team the benefits of which include meaning support is targeted and specific to what colleagues need. Our team can also offer support and guidance when it comes to specific health conditions such as neuro-diverse conditions cancer and the menopause.
Our wellbeing offer is further strengthened by an external Employee Assistance Provider (EAP) which provides a free confidential support service 24 hours a day. This means access to clinical and professional expertise which gives you a chance to talk about all kinds of work and personal issues.
If this wasnt enough we are especially proud that over 125 colleagues have completed training and receive ongoing support to act as Health and Wellbeing Champions. Furthermore we have nearly 100 people that have trained to be Mental Health Allies.
Diversity
We represent children and families from diverse backgrounds and having a diverse workforce helps us to fulfil this responsibility authentically.
It also helps us to grow evolve and innovate so we particularly welcome applications from individuals from diverse backgrounds as we strive to ensure our workforce reflects the diversity of the children and families we work with.
We are also a Disability Confident Leader which further underlines our commitment to employ train retain and develop the careers of colleagues with disabilities.
Our Diversity Networks provide a safe space for colleagues with shared aspects of identity and lived experience supported by allies across the organisation. The networks help ensure we provide an inclusive working environment and a service which promotes the diversity and uniqueness of children and families from all backgrounds.
For more information watch our video here.
Our current networks include:
Kaleidoscope Network
Colleagues from Black Asian and Minority Ethnic backgrounds.
Mental Health Network
Colleagues who experience or have an interest in Mental Health issues.
Pride
Network
Colleagues who identify as Lesbian Gay Bisexual and Trans LGBT.
Neurodiversity Network
Colleagues who are neurodivergent or support someone who is
Together
Together with Children and Families (which we just call Together) is the name of our relationship-based practice framework. It applies to the work of every individual in Cafcass from Social Workers to Leaders and includes our Corporate and Business Support teams.
It is at the heart of what we do and is made up of our values how these values work in practice the tools to use to incorporate these values in our work and the impact this will have on the children and families we serve.
This framework encourages us to be pro-active and to look for the strengths in ourselves and others. It also enables us to build positive relationships with our colleagues our partners and most importantly with the children and families with whom we work.
We look forward to telling helping you learn more about Together should you join us.
Benefits
We know if you join us you want to be rewarded in a variety of ways including time away from work to spend time with those important to you manage your financial present and future whilst also be trusted to manage your work/life balance.
Therefore in addition to our unique holistic approach to supporting your health and wellbeing we also provide:
Generous holidays
28 days holiday (including three for Christmas) rising to 33 days with five years continuous service which could include your current employment. You can also sell any you do not need.
This list is just a selection of main benefits and we have a range of policies and processes that allow us to support our colleagues - and their families and we look forward to providing you with further information about these in due course.
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