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- Tasks: Assist callers with inquiries, ensuring a smooth customer service experience.
- Company: Cafcass is dedicated to representing children and young people in family court decisions.
- Benefits: Enjoy hybrid working, extensive wellbeing support, and a diverse, inclusive workplace.
- Why this job: Join a team that values diversity and makes a real impact on children's lives.
- Qualifications: Strong customer service skills, excellent communication, and a commitment to confidentiality required.
- Other info: Flexible application process; reach out for more info before applying!
The predicted salary is between 28800 - 43200 £ per year.
Overview
We are 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 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, helping us provide a service which reflects the diversity and uniqueness of children and families from all backgrounds. We provide extensive wellbeing support for colleagues, as well as excellent benefits.
Let us tell you a bit more about the role.
Responsibilities
- Provide a responsive, effective service by responding to routine enquiries coming into the Call Centre from service users, courts, legal representatives, and other professionals and local agencies; ensure calls are answered or redirected as necessary.
- Validate known information and update data in databases or other electronic retention and retrieval systems; keep records up to date and alert local teams to changes or new information provided during calls.
- Ensure all information is accurate and, where data is incorrect, chase up and re-enter it.
- Ensure compliance with data protection legislation and information assurance policy and procedures at all times.
- Demonstrate good customer service and care skills with a commitment to continuously improving the service user experience.
- Exhibit excellent oral communication skills, including listening, and adapt oral and written communication methods to suit the audience.
- Demonstrate excellent written communication skills with a good working knowledge of written English and grammar.
- Deal with sensitive matters and understand confidentiality, including data protection; handle people tactfully and sensitively.
Application process and requirements
Information and best times/methods to contact you will be provided. While we will always try to respond as soon as possible, please note closing dates. If needed, you can ask questions as part of your application to help us contact you with the information you require to decide whether to be considered.
In anticipation of a successful application, you might want to read about the process and highlight any concerns or questions about pre-employment checks; we encourage all applicants to do so, and this information will not be shared with individuals involved in the selection process.
Pre-employment checks
Successful applicants will be subject to a range of pre-engagement checks, including a Disclosure and Barring Service (DBS) check. In accordance with our policy, should an individual have a declared criminal offence, an individual assessment will be completed. Further information on what the assessment covers can be found by viewing our guidance.
About Cafcass
We are Cafcass – the Children and Family Court Advisory and Support Service. We represent children in family court cases in England, Independently advising the family courts about what is safe for children and in their best interests, speaking up for over 140,0000 children every year when the family court makes critical decisions about their futures, ensuring their needs, wishes and feelings are heard.
Watch our video to find out more about how we listen to and can be the voice for children. Cafcass
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Customer Services Call Handler employer: Cafcass
Contact Detail:
Cafcass Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Call Handler
✨Tip Number 1
Familiarise yourself with Cafcass and its mission. Understanding the organisation's focus on children and families will help you align your responses during interviews, showcasing your commitment to their values.
✨Tip Number 2
Practice your communication skills. Since the role requires excellent oral and written communication, consider role-playing common customer service scenarios to enhance your ability to respond effectively and empathetically.
✨Tip Number 3
Prepare for questions about handling sensitive information. Think of examples from your past experiences where you dealt with confidential matters, as this will demonstrate your understanding of data protection and sensitivity.
✨Tip Number 4
Reach out to current or former employees if possible. Networking can provide you with insider insights about the work culture and expectations, which can be invaluable during your interview process.
We think you need these skills to ace Customer Services Call Handler
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and skills required for the Customer Services Call Handler position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Communication Skills: Since excellent oral and written communication skills are crucial for this role, ensure your CV and cover letter showcase specific examples of how you've effectively communicated in previous positions.
Emphasise Customer Service Experience: Demonstrate your commitment to customer service by providing examples of past experiences where you improved user satisfaction or handled sensitive situations with care and professionalism.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any grammatical errors or typos. This will reflect your attention to detail, which is essential for the role.
How to prepare for a job interview at Cafcass
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service roles. Be prepared to discuss specific examples where you successfully resolved issues or improved a customer's experience, as this is crucial for the role.
✨Demonstrate Excellent Communication
Since the role requires strong oral and written communication skills, practice articulating your thoughts clearly. You might be asked to explain complex information simply, so think of ways to demonstrate your adaptability in communication.
✨Understand Data Protection
Familiarise yourself with data protection legislation and confidentiality issues. Be ready to discuss how you would handle sensitive information and ensure compliance, as this is a key aspect of the job.
✨Emphasise Your Empathy and Sensitivity
The role involves dealing with sensitive matters, so it's important to convey your ability to handle such situations tactfully. Share experiences where you've shown empathy and understanding, especially in challenging circumstances.
