Customer Service Administrator - Until 31 December 2026

Children and Family Court Advisory and Support Service

Coventry, UK

Hybrid

Expires: Expiring in less than 2 weeks

Customer Service

Full time

£27,040 - £27,517 per year

Job summary

We are recruiting for the role of Customer Services Administrator in our teams working from the National Business Centre in 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.

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.

Job description

As a Customer Services Administrator you will contribute to the effective and efficient management and progression of cases, providing administrative support to the local Family Court Advisers and Service Managers.

Should you join us your tasks will include:

Supporting and contributing to organisational wide activities to meet statutory and professional responsibilities with regard to safeguarding children
Receipt and check information on new complaints received via post, email or over the telephone
Input data/information onto databases, or other electronic retention and retrieval system, as required
To support the Customer Services Team with outstanding complaints and SARs through the agreed process and keep records as up to date as possible at all stages
To process SAR requests and ensure the agreed timescale for completion is met

Person specification

… and what we’re looking for.

A relevant qualification in business administration (e.g. NVQ2), or a willingness to work towards to a qualification and/or significant experience in a similar role
A minimum of two years experience in a complaints environment
Confident and capable of using MS Office applications to a basic / intermediate level
Clear, confident communicator via email, phone and in person
Someone who thrives working in a team
Able to prioritise work in a fast-moving environment with strict deadlines

Benefits

Learning and development tailored to your role
An environment with flexible working options
A culture encouraging inclusion and diversity
A Local Government Pension with an employer contribution of 18.1%
28 days holiday (including three for Christmas) rising to 33 days with five years continuous service, which could include your current employment

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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:

6 April 2026

Final Interview:

15 April 2026

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.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

This job is broadly open to the following groups:

UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

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 Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : Kiera Manuel
Email : Kiera.manuel@cafcass.gov.uk

Salary range

£27,040 - £27,517 per year