Cafcass (Children and Family Court Advisory and Support Service)
Customer Services Call Handler
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About the Role
We are currently recruiting a Customer Services Call Handler based within the National Business Centre within Coventry. One permanent and one fixed term (until 31 March 2027).
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 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 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.
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Role
This is a key 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 don’t 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
13 September 2026
Final Interview
17 - 18 September 2026 in the National Business Centre
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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 Kiera Manuel (Kiera.Manuel@cafcass.gov.uk) 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 wouldn’t 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 the offer and pre-employment checks process. 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 the DBS code of practice and 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 the Cafcass DBS policy.
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