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Children's Service Agent
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Children's Service Agent
First Response Children’s Service Agent – Leicestershire County Council
Organisation: Leicestershire County Council
Work Location: County Hall, Glenfield, Leicester LE3 8RA
Salary: £26,832 - £28,146 per annum (pro rata for part-time, pay award pending)
Working Hours:
- 1x 37-hour per week
- 1x 30-hour per week
Contract Type: Fixed Term (Until 31st March 2027)
Closing Date: 19th July 2026
Interview Date(s): TBC
An opportunity has arisen for a well-organised and resilient individual to join the Children and Family Services Business Support Team as a First Response Children’s Service Agent. The role involves acting as the first point of contact for Children’s Social Care service users via telephone, email, and general enquiries.
This position sits within the wider Business Support Service, requiring support across various locality areas and assisting with urgent tasks on a daily basis.
About the Role
You will join a friendly, motivated team with a commitment to delivering excellent customer service within Children’s Social Care.
Main Duties and Responsibilities:
- Work with internal and external agencies to ensure safeguarding of children and young people, facilitating appropriate referrals for optimal outcomes.
- Provide high-quality first-contact support for First Response Children’s Duty service users, maintaining professional standards and addressing concerns appropriately.
- Process diverse referrals from professionals and the public via email and telephone, managing multi-email unwanted generic referral channels.
- Utilise case management systems to input and retrieve accurate, timely information.
- Collaborate with other agencies to obtain mandatory missing information.
- Communicate effectively with Social Workers, Team Managers, professionals, and members of the public, demonstrating initiative in swift responses while escalating immediate safeguarding concerns to senior colleagues.
- Follow written processes and guidance while prioritising workloads and collaborating within a team environment.
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About You
To apply, candidates must provide strong evidence in their application demonstrating the following:
- NVQ 2 in Customer Services (or equivalent qualification/experience in a customer-facing role).
- Experience in communication with diverse groups, including professionals and the public, while maintaining a professional demeanour.
- A clear understanding of children, families, and their needs, including familiarity with relevant support services.
- Ability to handle sensitive/distressing information with strict confidentiality.
- Experience working in fast-paced, high-pressure environments while maintaining accurate records and following established procedures.
- Demonstrated ability to prioritise workloads, work under initiative, and meet tight deadlines in both independent and team-based settings.
- Computer literacy with strong typing skills for data entry and documentation.
In addition, applicants must align with and demonstrate a commitment to: ✔ Leicestershire County Council’s organisational values ✔ A commitment to accessible and inclusive services for all.
Disability awareness: Reasonable adjustments and support will be offered. We are a Disability Confident Employer.
Interested in Flexible Working? Discussions about flexible arrangements (including hybrid work, part-time shifts, job sharing, term-time working, or flexible start/finish times) are open if suitable for the role. For enquiries, contact Simon Parn, Senior Business Support Officer.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
➡️ Email: Simon.Parn@leics.gov.uk ➡️ Telephone: 0116 305 5772
How to Apply
Leicestershire County Council values diversity, potential, and equity. The recruitment process focuses on what you can bring, not just your CV.
📌 Key Requirements:
- Submit a supporting statement outlining how you meet the "About You" criteria. Applications without this will be rejected.
📌 Early submission encouraged: Vacancies may close early if sufficient applications are received.
🌐 How to Apply Guide for writing effective application statements.
Technical/Linking Support: For application difficulties or alternative format requests, contact the Employee Service Centre:
- Phone: 0300 3030222 (option 2)
- Online Portal
By applying, you agree to our Terms and Conditions.
About Leicestershire County Council
Our mission: Delivering essential services that enhance lives and strengthen Leicestershire as a better place to live.
Why Work Here? ✅ Staff contributions are valued and shape meaningful service innovations. ✅ A range of supportive benefits caters to varied professional and personal needs.
Explore further: ➡️ Career Process ➡️ Our Values ➡️ Employee Benefits ➡️ Inclusive Workplace
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