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For Companies At a Glance
- Tasks: Provide excellent customer service and support to callers with various enquiries.
- Company: Join Cafcass, a diverse and inclusive organisation dedicated to supporting families.
- Benefits: Enjoy extensive wellbeing support and excellent benefits in a full-time role.
- Why this job: Make a real difference in people's lives while developing your communication skills.
- Qualifications: Strong customer service skills and a commitment to improving user experience.
- Other info: Opportunity for career growth in a supportive and dynamic environment.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join to apply for the Senior Customer Services Call Handler role at Cafcass (Children and Family Court Advisory and Support Service). This is a fixed term role until 30/11/2026. The vacancy is part of a team based from our National Business Centre office within Coventry. We are a diverse, inclusive organisation and welcome applications from people from diverse backgrounds. We provide extensive wellbeing support for colleagues, as well as excellent benefits.
Let us tell you a bit more about the role… This vacancy is part of a team based from our National Business Centre office within Coventry.
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, chasing up and re-entering
- Ensuring compliance with data protection legislation and information assurance policy and procedures at all times
Qualifications / Skills
- Good customer service and care skills, with a commitment to continuously improving the service user experience
- Excellent oral communication skills, including the ability to adapt oral and written communication methods and styles to suit the audience
- Excellent written communication skills with a good working knowledge of written English and grammar
- Ability to deal with sensitive matters and an understanding of confidentiality and data protection
- Ability to deal tactfully and sensitively with people
Role Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Other
- Industries: Civic and Social Organizations
Next steps / Timelines
If you are ready to apply, the application process is straightforward and quick to complete. You can start your application and return later to amend your responses or update your CV, ensuring you submit before the closing date.
Closing Date: 29 October 2025
Final Interview: 05 & 06 November 2025
For more information, you can contact Remy Gupta from our HR Resourcing team at Remy.Gupta@cafcass.gov.uk. We encourage you to read about the pre-employment checks process and any related information on our Cafcass Careers page. Applications may be subject to a range of pre-engagement checks, including a DBS check in line with policy.
We look forward to hearing from you.
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Senior Customer Services Call Handler employer: Cafcass (Children and Family Court Advisory and Support Service)
Contact Detail:
Cafcass (Children and Family Court Advisory and Support Service) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Services Call Handler
✨Tip Number 1
Get to know the company! Research Cafcass and understand their values and mission. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves handling calls, it’s crucial to be clear and confident. Try role-playing with a friend or family member to get comfortable with responding to different types of enquiries.
✨Tip Number 3
Prepare for situational questions! Think about how you would handle sensitive matters or data protection issues. Having examples ready will demonstrate your problem-solving skills and your ability to deal with challenging situations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the quickest way to get your application in and ensures you’re considered for the role. Plus, you can easily update your CV and responses before submitting.
We think you need these skills to ace Senior Customer Services Call Handler
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Senior Customer Services Call Handler role. We want to see how you can bring value to our team!
Show Off Your Communication Skills: Since excellent written communication is key for this role, take the time to proofread your application. We’re looking for clarity and professionalism, so make every word count!
Be Honest and Accurate: When filling out your application, ensure all information is accurate and truthful. If you have any gaps or sensitive matters in your history, be upfront about them. We appreciate transparency!
Apply Through Our Website: We encourage you to apply directly through our website for a smooth application process. It’s quick and easy, and you can save your progress if you need to come back later!
How to prepare for a job interview at Cafcass (Children and Family Court Advisory and Support Service)
✨Know Your Stuff
Before the interview, make sure you understand Cafcass's mission and values. Familiarise yourself with their services and how they support families and children. This will help you demonstrate your genuine interest in the role and show that you're aligned with their goals.
✨Showcase Your Communication Skills
As a Senior Customer Services Call Handler, excellent communication is key. Prepare examples of how you've effectively handled customer queries in the past. Think about times when you adapted your communication style to suit different audiences, as this will highlight your versatility.
✨Emphasise Data Accuracy
Since the role involves updating and validating data, be ready to discuss your experience with data management. Share specific instances where you ensured accuracy and compliance with data protection legislation. This will reassure them that you take these responsibilities seriously.
✨Prepare for Sensitive Topics
You may encounter sensitive matters in this role, so think about how you would handle such situations. Prepare to discuss your approach to confidentiality and tactfulness. Showing that you can navigate these challenges with care will set you apart from other candidates.
