Customer Services Call Handler

3 weeks ago

Coventry, United Kingdom Children and Family Court Advisory and Support Service Full time

**Details**:
**Reference number**:

- 306546**Salary**:

- £20,899 - £22,899**Job grade**:

- Administrative Assistant**Contract type**:

- Fixed Term**Length of employment**:

- Until 31/03/2024**Type of role**:

- Administration / Corporate Support**Working pattern**:

- Full-time, Part-time**Number of jobs available**:

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- CoventryAbout the job

**Job summary**:
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.

**Job description**:
**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.

**Person specification**:

- 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**:
Closing date:
13th August 2023

Telephone Interview:

17th / 18th August 2023

Final Interview:
22nd August 2023

Feedback will only be provided if you attend an interview or assessment.**Security**:
- People working with government assets must complete baseline personnel security standard (opens in new window) checks.**Medical**:
**Nationality requirements**:
This job is broadly open to the following groups:

- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements (opens in a new window)**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 Comm

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