Leicestershire County Council is seeking a well‑organised and resilient individual to join the Children and Family Services Business Support Team as a First Response Children’s Service Agent on a Fixed Term or Secondment contract until 31 March 2027.
Work Location: County Hall, Glenfield, Leicester LE3 8RA
Salary: £26,832 – £28,146 per annum (pro rata for part‑time) (Pay award pending)
Working Hours: 1x 37 hours per week & 1x 30 hours per week
Contract Type: Fixed Term or Secondment (until 31st March 2027)
Closing Date: 19th July 2026
About the role
The main focus of this role is to act as the first point of contact for Children’s Social Care service users by telephone and email. It is part of the wider Business Support Service, providing backup to colleagues across locality areas and handling urgent work on a day‑to‑day basis.
Main duties and responsibilities
- Work with a range of internal and external agencies to ensure the safeguarding of children and young people and referral to services to achieve the best outcomes for the child.
- Provide the best quality service for all First Response Children’s Duty service users, maintaining professional standards and responding to concerns appropriately.
- Process a range of referrals received from professionals and members of the public via email and telephone and manage a range of generic email boxes containing different types of referrals.
- Utilise case management systems for inputting and gathering accurate and timely information.
- Consult with other agencies to obtain missing mandatory information required.
- Communicate effectively with Social Workers, Team Managers, professionals and members of the public and use initiative to respond quickly and escalated enquiries to a senior where there are immediate safeguarding concerns.
- Follow written processes and guidance provided, prioritise own workload and work as part of a team.
Qualifications
- Hold an NVQ Level 2 in Customer Services or equivalent relevant qualification or relevant experience in a customer‑facing environment.
- Experience in communicating with a wide range of people, including professionals and members of the public, whilst maintaining a professional demeanour.
- Understanding of children, their families and the services available to them.
- Ability to handle sensitive and distressing information whilst maintaining confidentiality.
- Experience working in a fast‑paced and stressful environment whilst accurately maintaining records and following processes.
- Demonstrated ability to prioritise own workload, work under own initiative and work well within a team, working towards tight timescales.
- Computer literate and an able and accurate typist.
Flexible working
Open to discussions about flexible working, which may include part‑time working, job sharing, term‑time working, flexible start and finish times and hybrid working, depending on the requirements of the role and the service. Contact the person named below to discuss possible flexible working options.
Equal Opportunities
Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer.
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