Customer Services Call Handler

3 weeks ago

Coventry, United Kingdom Cafcass Full time

We are currently recruiting** two Customer Services Call Handler's **as a Fixed Term opportunity until 31st March 2024 based within the National Business Centre within Coventry.

We are recruiting one full time position and one part time position of 29.6 hours.

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 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 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.
- 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**

Closing date:
13th August 2023

Telephone Interview:

- 17th / 18th August 2023

Final Interview:
22nd August 2023

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 Carolyn Knapp from our HR Resourcing team, providing your contact information and best times / methods to get hold of you.

**We look forward to hearing from you.

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