Customer Services Call Handler

Job summary

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.

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.

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

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.

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 13%
• 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:

7th July 2026

Final Interview:

14th July 2026 in person at the National Business Centre

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

Please note this Post is NOT regulated by the Civil Service Commission.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

Recruitment team

• Email : HRResourcing@cafcass.gov.uk

Attachments

Customer Services Call Handler PDF (3) Opens in new window (pdf, 1148kB)