At a Glance
- Tasks: Handle customer calls, providing support and information to service users and professionals.
- Company: Join a diverse and inclusive organisation dedicated to supporting children and families.
- Benefits: Enjoy extensive wellbeing support and excellent benefits in a hybrid working environment.
- Why this job: Make a real difference in the lives of children and young people while developing your skills.
- Qualifications: Strong customer service skills and excellent communication abilities are essential.
The predicted salary is between 24000 - 28000 £ per year.
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.
- 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.
We provide extensive wellbeing support for colleagues, as well as excellent benefits.
Contact Details:
Cafcass (Children and Family Court Advisory and Support Service) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Call Handler - Fixed Term until 31st March 2027 in Coventry
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Cafcass (Children and Family Court Advisory and Support Service).
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Cafcass (Children and Family Court Advisory and Support Service). The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Services Call Handler - Fixed Term until 31st March 2027 in Coventry
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Cafcass (Children and Family Court Advisory and Support Service).
How to prepare for a job interview at Cafcass (Children and Family Court Advisory and Support Service)
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Cafcass (Children and Family Court Advisory and Support Service)'s industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Cafcass (Children and Family Court Advisory and Support Service) offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
