Customer Services Call Handler - Coventry, United Kingdom - Cafcass

Cafcass
Cafcass
Verified Company
Coventry, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
We are currently recruiting a
Customer Services Call Handler based 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.


This vacancy is 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 redirected, 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 reenter.
  • 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:
Wednesday 27th March 2024


Final Interview:
Thursday 4th April 2024

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
Chloe Hearne ()** 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.


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 over 140,0000 children 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 don't just listen to children's voices but we can be their voice.
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