Overview
We are currently recruiting a Customer Services Call Handler based within 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.
These vacancies are part of a team based from our National Business Centre office in 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 that 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.
Responsibilities
- 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
Qualifications
- Good customer service and care skills, with a commitment to continuously improving the service user experience
- Excellent oral communication skills including excellent listening skills and 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
We provide extensive wellbeing support for colleagues, as well as excellent benefits.
Equal Employment Opportunity Statement
We are a diverse, inclusive organisation that is a safe space for colleagues with shared aspects of identity and lived experience, ensuring that our workforce reflects the diversity of the children and families we work with.
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